When COVID-19 forced businesses to operate remotely, DERTOUR, one of Switzerland’s largest travel companies, needed to implement cloud-based telephony quickly. With 900 employees across retail outlets and service centers, the company had to move from legacy Avaya hard phones to Microsoft Teams soft phones without interrupting customer service.
Along with the transition, DERTOUR needed reporting, visibility, and management tools that Microsoft Teams alone couldn’t provide.
The Challenge
Microsoft Teams met DERTOUR’s basic communication needs, but its native telephony didn’t. Managers couldn’t monitor team activity or call traffic, and the lack of reporting created blind spots.
“Our biggest concern was that our managers couldn’t monitor their teams. We’re not a classic call center where live calls are the only focus. For us, the reports are critical. We needed a way to track activity to create a great customer experience,” explained Gunnar Mayer, Head of IT Service Delivery.
The Search for a Solution
DERTOUR evaluated several vendors before selecting Landis Contact Center for Microsoft Teams. The decision came down to reliability, out-of-the-box reporting, and implementation simplicity.
According to Gunnar, “Landis stood out from the competition because it was easy to implement, maintain, and use. The system came out of the box with the reports we needed. We had competitors offering customizable reporting, but the process was time-consuming and didn’t deliver the results we expected. Landis, on the other hand, just worked.”
Onboarding and Implementation
DERTOUR’s IT team handled the setup in-house without outside technical help. Landis Contact Center’s Microsoft Teams-native design meant the system was running quickly with minimal configuration.
Gunnar said, “Our head of IT operations managed the onboarding process and found it straightforward. Thanks to Landis’ Teams-native design, the system was up and running quickly. It’s intuitive, easy to configure, and doesn’t require extensive training to maintain. Even exporting data into Excel for additional analysis is simple, which makes it very practical for our needs.”
The Outcome: Visibility, Control, and Reliability
With Landis Contact Center in place, DERTOUR’s service center managers gained the reporting tools and real-time visibility they needed to run operations effectively. Supporting 170 users and handling an average of over 400 daily calls, the platform proved stable at scale.
Comprehensive Visibility and Control. Managers can now track call volumes, response times, and team availability in real time.
DERTOUR now has complete transparency into call operations, which helps them identify bottlenecks and maintain their high customer service standards.
Improved Training and Quality Assurance. Call recording gave managers a practical tool for reviewing calls, identifying training needs, and maintaining consistent service quality across the team.
Continuity Through Remote Work. When the pandemic forced the team to work from home, Landis Contact Center kept telephony operations running without disruption.
Scalability. The platform scaled to meet the demands of a high-volume operation without added complexity for the IT team.
A Partnership Built on Trust and Support
Beyond the technical capabilities, Gunnar highlighted the quality of Landis support as a main differentiator.
“The customer support is outstanding. They respond quickly and always provide clear solutions. It’s rare to find a partner that prioritizes needs as much as they do. With Landis, every interaction feels like a partnership, not just a vendor-client relationship.”
Feature Requests
DERTOUR’s team identified two capabilities they wanted to see added to the platform:
- Consolidated Wallboards: A single, unified view of live call activity across multiple queues, to simplify monitoring for managers overseeing large teams.
- Scheduled Reports: Automated delivery of weekly performance reports to managers and stakeholders, reducing manual effort and keeping key metrics consistently visible.
Landis Listens!
Both features DERTOUR requested are now available in Landis Contact Center.
Consolidated Wallboards. Landis wallboards now support multiple queues in a single view. Managers can select the queues they oversee, set the display order, and choose which data columns appear. Callback requests are also visible directly from the wallboard, and column layouts can be customized to match each team’s priorities.
Scheduled Reports. Landis Contact Center now includes scheduled reporting. Reports can be emailed automatically to licensed users on an hourly, daily, weekly, or monthly cadence. Admins configure the schedule, set filters such as date range or specific queues, and designate recipients. The feature removes the manual step of pulling and distributing reports and keeps performance data consistently in front of the right people.
Looking Ahead
DERTOUR is exploring Landis’ CRM integration and multichannel capabilities as its operations continue to grow, and Gunnar appreciates the transparency and active development of the Landis system.
In Their Own Words
“Every interaction with Landis has been positive. They’re genuinely supportive, transparent about what they can and cannot do, and truly view this as a partnership rather than a vendor-client relationship. The reliability of their product is unmatched, and even when faced with challenges, their responsive and thoughtful approach makes problem-solving a breeze.”
– Gunnar Meyer, Head of IT Service Delivery, DERTOUR
