By Dominic Kent
Dominic Kent is an independent writer who specializes in unified communications and contact center technology. He runs UC Marketing Ltd, a consultancy dedicated to helping technology companies translate complex technology products into compelling stories and educational content. His projects often involve well-researched guides that speaks to IT leaders and business stakeholders alike.
Table of contents
Landis Contact Center and Imagicle both give you a way to add contact center functionality to Microsoft Teams without moving your users onto a completely separate communications platform.
Both support the core capabilities you’d expect from a modern contact center, including advanced call routing, digital customer interactions, AI, reporting, and integrations with CRM and business applications.
But there are important differences in how each platform approaches these capabilities, as well as deployment, licensing, administration, and the overall agent and supervisor experience.
In this guide, we’ll compare Landis and Imagicle across each of these areas, look at the pros and cons of both, and help you decide which is the better fit for your contact center.
Landis Contact Center vs Imagicle at a Glance
| Feature | Landis Contact Center | Imagicle Contact Center |
|---|---|---|
| Microsoft Teams integration | Microsoft-certified, with Unify and Extend integration models | Microsoft-certified, with Connect integration model only |
| Voice | Inbound and outbound | Inbound and outbound |
| Digital channels | Webchat, SMS, WhatsApp, Facebook, email (coming soon) | Webchat, email, SMS, WhatsApp, Facebook, Telegram |
| AI | Agent Assist, call summaries, AI-assisted routing, sentiment analysis, conversational AI agents | AI virtual agents, agent assistance, transcription, sentiment analysis, and AI-powered routing |
| Reporting | Live and historical queue and agent analytics, interaction-level reporting, transcripts, and IVR key presses | Real-time and historical reporting and supervisor analytics |
| CRM integrations | Pre-built integrations with major CRMs plus custom API integrations | CRM integrations and APIs |
| Workforce management | Available through Peopleware integration | Available through integration |
| Deployment | Self-service or fixed-price turnkey deployment | Partner/vendor-assisted deployment options |
| Best suited for | Businesses wanting a dedicated Microsoft Teams contact center with straightforward deployment, deep Teams integration, and predictable costs | Organizations that prioritize broad digital channel support, including email and Telegram, alongside Microsoft Teams |
| Pricing | $75 monthly per user(quote for volume discounts) | Not advertised. Custom pricing available on request. |
What is Landis Contact Center?
Landis Contact Center is a Microsoft Teams-native contact center designed for organizations that want enterprise-grade customer service capabilities without the complexity of traditional contact center platforms.
Unlike many solutions that have been adapted for Microsoft Teams, Landis was built specifically for the Microsoft ecosystem and is certified under Microsoft’s Extend and Unify integration models. This provides deeper integration with Teams than platforms that use only the Connect model.
The platform combines voice with digital channels including webchat, SMS, WhatsApp, and Facebook Messenger, with email support planned for a future release.
AI capabilities include:
- Conversational AI agents
- Agent Assist
- AI-powered call summaries
- Intelligent routing
- Sentiment analysis
- Live coaching
- AI analytics
Landis also focuses on simplifying deployment. Organizations can choose between self-service implementation or a fixed-fee onboarding engagement.
Native integrations include:
- Microsoft Dynamics 365
- Salesforce
- HubSpot
- Zendesk
- ServiceNow
- Freshworks
- Jira
- Zoho CRM
- SugarCRM
- Monday.com
- Microsoft Power Platform
- OpenAI
An API is also available for custom integrations.
Landis Contact Center is best suited to organizations that already use Microsoft Teams and want to add modern contact center capabilities without introducing another communications platform or undertaking a lengthy implementation project.
What is Imagicle Contact Center?
Imagicle Contact Center is a Microsoft Teams-certified contact center that enables organizations to manage customer interactions across voice and digital channels from within the Teams environment.
The platform is certified under Microsoft’s Connect integration model and provides support for voice, webchat, email, SMS, WhatsApp, Facebook Messenger, and Telegram. It also includes AI-powered self-service capabilities, allowing organizations to automate customer interactions before escalating conversations to live agents when needed.
AI capabilities include:
- AI voice agents
- AI chat agents
- Intelligent call routing
- Conversational AI
- Agent handoff with conversation history
Imagicle provides real-time and historical reporting, supervisor dashboards, queue management, quality monitoring, and analytics to help managers monitor performance and optimize customer service operations.
Native integrations include:
- Microsoft Dynamics 365
- Salesforce
- HubSpot
- Zendesk
- Microsoft Teams
- Microsoft Entra ID
Additional integrations are available through APIs and third-party connectors.
Imagicle Contact Center is well suited to organizations that want a mature Microsoft Teams contact center with broad digital channel support, particularly those that require email as part of their customer service operation today.
Landis vs Imagicle Contact Center Feature Comparison
Both platforms cover the core capabilities expected from a Microsoft Teams contact center, including voice, digital channels, AI, reporting, and CRM integrations.
The differences become clearer when you look at how each platform integrates with Teams, the channels they support, their deployment model, and the depth of their AI capabilities.
Microsoft Teams integration
Microsoft Teams integration is one of the biggest differences between these platforms.
Landis is built exclusively for Microsoft Teams and has focused on the platform since its launch.
Rather than adapting a legacy contact center, the company has developed its platform specifically for the Microsoft ecosystem and is certified under Microsoft’s Extend and Unify integration models.
A Long History of Building for Microsoft
One of Landis’ biggest differentiators is its long-standing investment in Microsoft’s communications platforms.
From the beginning, it’s built software that integrates deeply with Microsoft technologies, evolving alongside Microsoft’s unified communications strategy from Lync to Skype for Business and now Microsoft Teams.
Rather than entering the Teams contact center market after Teams became mainstream, Landis had already established years of experience developing Microsoft-integrated communications software.
Microsoft Timeline
- 2014: Released Attendant Pro for Microsoft Lync, helping organizations manage high volumes of inbound calls.
- 2017: Updated Attendant Pro for Skype for Business, ensuring customers could continue supporting Microsoft’s evolving communications platform.
- 2020: Released Policy Call Recording for Microsoft Teams, expanding its growing Microsoft Teams portfolio.
- 2021: Released one of the first Microsoft Teams contact center solutions built on Microsoft’s Extend integration model, followed shortly by its Microsoft Teams Attendant Console.
- 2024: Worked closely with Microsoft to help develop APIs for the new Unify integration model.
- 2025: Became one of the first contact center vendors globally to achieve Microsoft Teams Unify certification.
Why Microsoft’s Extend and Unify Certifications Matter
Microsoft certifies contact centers using different integration models. While some platforms are certified under the Connect model, Landis is certified for both the Extend and Unify integration models.
The three models are degrees of how deeply the contact center lives inside Microsoft Teams. Connect bridges an outside platform to Teams over Direct Routing; Extend and Unify build the contact center into Teams itself. The closer it gets to native Teams, the more it changes the day-to-day.
For IT and telephony teams, deeper integration means less to own and fewer vendors to chase:
- No SBCs, Direct Routing, or servers to stand up. Agents are provisioned as ordinary Teams users
- One accountable support path
- Call media and data stay inside your Microsoft tenant, under the security and compliance rules you already enforce
- A single admin surface centered in Teams, instead of a separate portal bolted onto Direct Routing
For contact center operations, deeper integration means fewer missed calls and metrics that survive the move:
- Agents answer in the Teams window they already keep open all day without a separate app to forget to log into
- Routing reads Teams presence, so an agent already in a meeting is skipped automatically and wallboards reflect live metrics
- Agents can loop in a subject-matter expert or transfer to any colleague in Teams without dropping call history and notes
- Live monitoring, dashboards, and reporting sit in one place, so service levels hold through cutover instead of eroding after it
While every organization has different requirements, Microsoft’s certification models represent different approaches to Teams integration. Landis’ Extend and Unify certifications demonstrate that it supports Microsoft’s more advanced integration models rather than relying solely on the Connect approach.
Imagicle Connect integration
Imagicle is certified under Microsoft’s Connect integration model. While this delivers a native Microsoft Teams experience, it doesn’t provide the same level of integration as Microsoft’s newer certification models.
Microsoft introduced the Connect, Extend, and Unify certification models to give contact center providers different ways to integrate with Teams as the platform has evolved.
Connect certification enables vendors to integrate their contact center with Microsoft Teams Phone using certified infrastructure, providing organizations with a native Teams calling experience and access to core contact center functionality.
Extend and Unify are Microsoft’s newest certification models and provide deeper integration with Teams through newer APIs and platform capabilities. This allows vendors to align more closely with Microsoft’s long-term contact center architecture and adopt new Teams capabilities as they become available.
For organizations making a long-term investment in Microsoft Teams, this distinction is worth considering. While Connect remains a fully supported certification model, Extend and Unify represent Microsoft’s direction for deeper third-party contact center integration.
Digital channels
Both platforms support voice, webchat, SMS, WhatsApp, and Facebook Messenger.
Imagicle currently offers broader channel coverage with support for email and Telegram. Landis has confirmed that email support is on its product roadmap.
AI capabilities
Both vendors have invested heavily in AI.
Landis includes:
- Conversational AI agents
- Agent Assist
- AI call summaries
- Intelligent routing
- Sentiment analysis
- Live coaching
- AI analytics
- Microsoft Copilot integration
Imagicle includes:
- AI voice agents
- AI chat agents
- Intelligent routing
- Conversational AI
- Agent handoff with conversation history
Landis currently offers a broader range of AI capabilities focused on assisting agents during and after customer interactions, while Imagicle focuses on AI-powered self-service and intelligent routing.
When it comes to AI features, it often boils down to how you want to use them. As the contact center AI market becomes something of a “me too” environment, it’s always best to schedule a demo and ask any questions pertinent to your implementation.
Read More: 6 Practical AI Use Cases in Contact Centers for Microsoft Teams
Reporting and analytics
Both platforms provide real-time dashboards, historical reporting, supervisor tools, and queue analytics.
Landis also includes features like cradle-to-grave reporting, transcript reporting, IVR reporting, scheduled reports, webhooks, role-based access controls, Excel exports, and a minimum two-year reporting retention period.
CRM integrations
Both platforms integrate with leading CRM platforms including Microsoft Dynamics 365, Salesforce, HubSpot, and Zendesk.
Landis also provides native integrations for ServiceNow, Freshworks, Jira, Zoho CRM, SugarCRM, Monday.com, Microsoft Power Platform, and OpenAI, alongside an API for custom integrations.
Landis vs Imagicle Pricing
Landis is significantly more transparent about pricing than Imagicle.
Landis publicly advertises its starting license costs, allowing you to estimate your budget before speaking to the sales team. At the time of writing, Landis Contact Center starts at $75 per user per month, with volume discounts available for larger deployments. The company also publishes pricing for related products, including its Attendant Console and Call Recording solutions.
Imagicle, by contrast, doesn’t publish pricing for its contact center platform. If you’re evaluating the platform, you’ll need to request a quotation through Imagicle or one of its partners before you can estimate costs or compare it with other Microsoft Teams contact center solutions.
It’s also worth remembering that license pricing is only one part of the overall investment. Implementation services, AI capabilities, digital channels, integrations, support, and ongoing administration can all influence your total cost of ownership.
Pricing comparison
| Vendor | Public Pricing | Starting Price |
|---|---|---|
| Landis Contact Center | Yes | From $75 per user/month (volume discounts available) |
| Imagicle Contact Center | No | Custom quotation required |
Advantages and Limitations
Landis Contact Center
Pros
- Certified under Microsoft’s Extend and Unify integration models
- Built specifically for Microsoft Teams
- Supports self-service deployment
- Comprehensive AI capabilities, including Agent Assist, AI summaries, sentiment analysis, live coaching, and Microsoft Copilot integration
- Native integrations with a wide range of CRM and business applications
Cons
- Email support is not yet generally available
- Workforce management requires integration with a third-party solution
Imagicle Contact Center
Pros
- Certified under Microsoft’s Connect integration model
- Supports voice, email, webchat, SMS, WhatsApp, Facebook Messenger, and Telegram
- AI-powered virtual agents for voice and digital interactions
Cons
- Uses the Connect integration model rather than Microsoft’s newer Extend or Unify models
- Pricing is available on request only
- Workforce management capabilities are not a core feature
While it’s important to get first hand reviews from customers in your specific industry, I thought it pertinent to include a general consensus from review forums and case studies.
The goal here is to help build the bigger picture. Of course, both companies strive for success and internal case studies are favorable. Here are a few snippets from both sites and independent review sites.
“Imagicle’s support is always available to assist us, thus helping to drastically reduce the learning time of the apps. We are really happy with our experience with Imagicle.
Joseph Mullany, Telecommunications Project Manager at Janney
“What I like is that it is compatible with assistance tools for users with visual disabilities, a fast, simple and safe tool that guarantees great results.”
Macarena Medina, Human Resources Administrator at IED Madrid
Which Solution Matches Your Business Needs?
Choose Landis Contact Center if…
- You want the deepest possible integration with Microsoft Teams through Microsoft’s Extend and Unify certification models.
- AI-assisted agents, automation, and Microsoft Copilot integration are high priorities.
- You want a platform built specifically for Microsoft Teams rather than adapted from another contact center solution.
- You need native integrations with a broad range of CRM and business applications.
- You’re looking for deployment options that include self-service implementation.
Choose Imagicle Contact Center if…
- Email is a required customer channel today.
- You need support for Telegram alongside more common digital channels.
- Your organization is comfortable with Microsoft’s Connect integration model.
- You need a contact center vendor based in Europe for compliance purposes.
The decision ultimately comes down to your bespoke priorities.
Both platforms provide a Microsoft Teams-native contact center experience, but they take different approaches.
Landis focuses on deeper Microsoft Teams integration and AI capabilities, while Imagicle currently offers broader digital channel support with email and Telegram available today.
Final Verdict
Landis Contact Center and Imagicle both deliver a modern contact center experience for Microsoft Teams, but Landis is the stronger choice for most organizations building a long-term Microsoft Teams strategy.
While both platforms provide voice, digital channels, AI capabilities, reporting, and CRM integrations, Landis goes further with Microsoft’s Extend and Unify certifications, giving it deeper integration with Teams and closer alignment with Microsoft’s evolving contact center architecture.
Imagicle remains a strong contender, particularly for organizations that require email support today or need channels like Telegram. It also benefits from an established customer base and a mature product offering.
For organizations investing in Microsoft Teams as their long-term communications platform, however, Landis’ Microsoft-first approach, AI capabilities, and broader integration model make it the more compelling choice.
If you’re evaluating both platforms, request demonstrations from each vendor and compare how they support your specific workflows, reporting requirements, digital channels, and CRM integrations. Those practical considerations will have a greater impact on day-to-day operations than feature lists alone.
