The August 2025 update for Landis Contact Center has quite a list of new features and improvements. We are excited to see how you will use these to improve your customer service.
Read on, or watch the video below.
Get Callers to the Right Place Faster with Natural Language Routing
Callers can now speak naturally instead of navigating complex phone trees. Say “I need help with financial aid” or “billing question” at any IVR prompt, and intelligent routing connects them to the right agent immediately. Traditional button presses still work.
Never Let Another Callback Slip Through the Cracks
When callers request a callback, the system holds their queue position and automatically alerts the next available agent when it’s time to return the call (now in preview). The agent receives all relevant caller information, and the system handles the outbound connection by connecting with the agent and then calling the customer.
Callers get reliable service without wasting time on hold, while agents focus on current calls knowing the system manages their callback commitments.
Spot Problems Before They Become Crises
New Action Rules cover all wallboard columns, highlighting metrics that reach a predefined threshold with customizable color coding. For example, set yellow warnings at 2-minute average hold times and red alerts at 5 minutes.
Problems get flagged instantly, enabling proactive management instead of reactive crisis response.
Get the Complete Performance Picture at a Glance
Summary reports now include automatic total rows showing sums or averages across all data points. See your entire contact center’s performance instantly without spreadsheet calculations.
Understand How Different Call Types Impact Your Operation
Agent Summary reports now separate Queue vs. Direct call metrics into distinct columns, revealing more granular detail on how your contact center functions. Discover whether direct calls have longer handle times or if queue calls result in better first-call resolution.
Secure Your Call Recordings with Enterprise-Grade Protection
User-delegated SAS tokens for Azure storage provide higher security for your recording archives. Enjoy complete peace of mind knowing your customer conversations are protected by enterprise security standards.
Eliminate False RONA Alerts
RONA Timeout settings let you define minimum alert thresholds before agents are marked unavailable. For example, set the timeout to 5 seconds, and agents won’t be placed in RONA status if callers abandon after just 3 seconds.
Switch Organizations Directly in Teams App
Users can now switch between organizations directly within the Microsoft Teams app, bringing feature parity with the browser experience. This resolves a previous limitation where organization switching was only available through the web interface. Partners managing multiple client environments or administrators juggling test and production organizations can now stay within their preferred Teams app interface for all management tasks.
Meet Privacy Compliance Requirements of Web Chat
New privacy message links (now in preview) and acceptance checkboxes ensure visitors explicitly consent to your privacy policies before initiating chat conversations. Customize messaging to match your organization’s legal requirements.
Meet Customers Where They Communicate
Facebook support integration (now in private preview) brings social media messages directly into your contact center workflow. Agents handle Facebook messages alongside traditional calls and chats using familiar interfaces.
Separate Contact Center Focus from Internal Team Communications
Dual Persona support (now in private preview) creates clean separation between contact center interactions and regular Teams communications. Agents using Landis Advanced Agent see only customer interactions in their contact center panel. When a coworker calls, it alerts through the standard Teams client instead.
Ready to transform your Microsoft Teams contact center? These improvements represent our commitment to making our contact center meet the needs of real clients.
Schedule a demo to see these features and more in action!
