Gartner Microsoft Teams Contact Center

Gartner Analysts Guide Enterprises to Microsoft Teams Cloud Contact Centers

9/1/2020 – Gartner Research analysts Pankil Sheth and Steve Blood, in a report entitled “How to Optimize Microsoft Teams With Cloud Contact Center Platforms” write that “Microsoft Teams, an established enterprise collaboration platform, lacks contact center capabilities largely for key use cases. This note will help application leaders evaluate how and when to collaborate with Microsoft Teams partners for contact center functionality in an increasingly distributed workplace” in report published on July 21, 2020.

Landis Contact Center for Microsoft Teams is one of several contact center vendors in the “Connected Contact Center for Microsoft Teams Certification Program“, and one of the only contact centers built “Microsoft Teams First”, that is, built specifically for Microsoft Teams and entirely on top of the Microsoft Teams Graph Communication APIs and Teams Communication Platform. This means that the Landis Contact Center is very  quick & easy to setup and utilizes Microsoft Teams meetings, video & calling for all communication.

The report, “How to Optimize Microsoft Teams With Cloud Contact Center Platforms”, includes strategic planning assumptions, analysis, impacts & recommendations and Gartner further recommended reading. It is available to Gartner client at Gartner.com.

Microsoft Ignite 2020 CommsvNext Federate Party

CommsvNext “Don’t Hate Federate” VR Party to Kick Off Microsoft Ignite 2020

Landis Technologies welcomes you to join CommsvNext ‘s annual Microsoft Ignite event “Don’t Hate…Federate” on September 21st from 4-6pm PDT.

CommsvNext organizer Adam Ball notes “The annual Microsoft Ignite CommsvNext party! Since we can’t be live in person, we’re going virtual, reality that is! We are going to bring the party to everyone with AltSpaceVR.”

Microsoft Ignite is always a place for those doing Microsoft Teams voice and collaboration to learn from Microsoft and others in the industry.

Please register to join us on September 21st, from 4-6pm Pacific Daylight Time.

Landis Contact Center for Microsoft Teams Featured on the o365Eh! Podcast

8/20/2020 – In the August 2020 episode of the o365Eh! podcast Landis Technologies CEO Matt Landis gave an overview of the Landis Contact Center for Microsoft Teams: Business focus, product differentiator, product architecture, advanced & challenging scenarios and the experience of being part of that Connected Contact Center for Microsoft Teams Certification Program.

You can access the podcast on the o365Eh! website here:
https://o365eh.com/2020/08/18/episode-69-interview-with-microsoft-teams-contact-center-compliance-recorder-landis-computer/

The YouTube video can be watched directly here:

Microsoft 365 app compliance program

Landis Contact Center for Microsoft Teams Participates in Microsoft 365 App Compliance Program

8/6/2020 – The Landis Contact Center for Microsoft Teams is participating in the Microsoft 365 App Compliance Program for Teams Apps to make it easier for your security and compliance group to bring the Landis Contact Center Teams app into your Microsoft 365 environment.

The Landis Contact Center App for Microsoft Teams is “Publisher verified”, and “Microsoft Teams App Security & Compliance Publisher Attested” at this time and is currently in the process of Microsoft 365 App Compliance certification.

“Landis is among the first to take a Teams Contact Center through this verification and certification process and this demonstrates Landis Technologies’ deep commitment to bringing a contact center to market that is built on the Microsoft 365 & Microsoft Teams communications platform and not merely integrated to Teams via a Direct Route” says Landis Technologies CEO Matt Landis. “The Microsoft 365 App Compliance Program provides app security and compliance to IT departments in a standard way to more easily get security & compliance clearances.”

These verifications and certifications are also part of the ongoing process for the Landis Contact Center to certified as part of the Connected Contact Center for Microsoft Teams Certification Program.

Microsoft Recognizes Landis Contact Center in the Connected Contact Center for Microsoft Teams Certification Program

07/15/2020 – Microsoft recognizes Landis Contact Center as participating in the Contact Center for Microsoft Teams Certification Program.

“Landis Technologies is committed to bringing a Graph Communication API based Contact Center solution that is built on native Microsoft Teams and very easy to setup and use”, says managing owner at Landis Technologies, Matt Landis. “We are hearing from our customers that contact center services that are integrated via SBC’s can have a lot of unexpected complexity and expense to implement and maintain. Our contact center is built on native Microsoft Teams and is a clean, simple solution to setup and use and built from ground up to work specifically with Microsoft Teams.”

Microsoft notes that Landis Technologies is “…in the process of certifying their solution for Microsoft Teams and are ready to engage customers”.

Read more about Landis Contact Center for Microsoft Teams:

Contact Center for Microsoft Teams

Microsoft Teams Attendant Console

Microsoft Makes Progress on Teams Client API for Call Control

07/07/2020 – On Microsoft Teams UserVoice, Microsoft has marked the “Teams Client API for Call Control” as “Under Review” by Alex (Teams Engineering).

Landis Technologies is dedicated to making a Microsoft Teams Attendant Console that is as loved as our Attendant Pro for Skype for Business.

We want to thank our many customer for voting on the Teams Client API for Call Control.

View & Vote UserVoice Item

Microsoft Teams Contact Center Commsverse

Supporting Teams Community by being a Gold Sponsor of Commsverse 2020 Online

06/26/2020 – Landis Technologies is glad to support the Microsoft Teams Community by being a Gold Sponsor of the Commsverse 2020. 📺 We welcome you  to register now at Commsverse Online.

“Commsverse 2020 organizer Mark Vale has put a lot of effort into making this online Teams community event as social and interactive as possible, including a Commsverse AltSpaceVR exhibit hall, and we are looking forward to participate.” says Wendell Martin, “We’d also be glad to chat with your about our native Microsoft Teams Contact Center solution at our virtual Commsverse vendor booth.”

The Landis Technologies’ team will be presenting on our native Microsoft Teams Contact Center, Policy Call Recording, Call Flow/IVR Builder and Attendant Console and will give our roadmap based on Communication API progress. The session will repeat 4 times July 6,7 & 8.

BSTESTRegisterJoin
Mon, July 6 10pmMon, July 6 5pmLinkLink
Tues, July 7, 6pmTues, July 7, 1pmLinkLink
Weds, July 8, 12amWed, July 8, 7pmLinkLink
Wed, July 8, 8pmWed, July 8, 3pmLinkLink

Get the Landis Contact Center App Inside Teams to preview right now:
https://bit.ly/landisapp

or Get a quick quote on Landis Contact Center

Landis Policy Call Recording for Microsoft Teams

Landis Technologies Releases Policy Call Recording for Microsoft Teams

Landis Technologies is excited to announce Policy Call Recording for Teams, the first component of our Microsoft Teams first Contact Center to be released to GA.

“We’ve been waiting for Microsoft Teams Communication APIs we use to become GA so we can start releasing Microsoft Teams features that we have created for use in production environments. The Microsoft Graph updateRecordingStatus API has now gone GA so we are eager to provide this functionality to our customers”, Landis Technologies CEO Matt Landis noted. “We have provided many Skype for Business customers with a call recording solution and are eager to bring our innovations to Microsoft Teams.”

The policy call recording functionality is provided from inside the Landis Contact Center Teams App which is already validated and available by browsing available apps inside Teams. Call Recording functionality can be used by organizations even if they are not interested in other Contact Center functionality.

Global Sales Manager, Wendell Martin says “Landis Policy Call Recording is a cloud service, so getting started with policy based call recording just takes a few minutes to get setup and going, unlike many other solutions in the market. Also, our solution is a ‘Teams First’ solution, so its built exclusively for Teams and looks and feels like a Teams solution.”

Landis Policy Call Recording is a cloud service, so getting started with policy based call recording just takes a few minutes to get setup and going

Landis Policy Call Recording for Teams allows managers to easily setup policies for recording user’s calls, set permissions so only the proper users can access recordings and record calls, whether they are made on Teams IP desk phones, mobile devices or a PC with headset.

Landis Technologies is focusing on customer service and convenience Microsoft Teams audio call recording scenarios at this time. For Compliance Recording scenarios please check with the following compliance recording vendors.

Landis Policy Call Recording for Microsoft Teams is available now and GA versions will be rolling out shortly. Contact sales@landistechnologies.com for any additional questions.

Watch a video about this announcement below:

Teams data driven call routing

Landis Technologies Demonstrates Data Driven Call Routing for Microsoft Teams

Landis Technologies is demonstrating data driven call routing IVRs for Microsoft Teams as part of the Landis Contact Center for Microsoft Teams. Everything is built using the Microsoft Teams Communication APIs utilizing the Teams Phone System.

“We are glad to be able to demonstrate sophisticated IVR call flows for calls using the Microsoft Teams Phone System” notes Landis Technologies CEO Matt Landis. “Our customers want to do complex call flows using their existing Teams Calling and without complex integration.”

Data driven call routing comes as part of the Landis Contact Center IVR call flow designer engine. The IVR initially includes the following call flow building blocks:

  • Incoming Call Trigger
  • Gather Call Information
  • HTTP Web Request/Response
  • Split/Decision
  • Transfer to LCC Queue
  • Hang-up Call

The IVR is entirely written using the native Microsoft Teams Communications APIs. Landis Technologies will continue to add building blocks to our Teams Contact Center IVR engine for even more sophisticated flows. You can watch a demonstration of the Landis Contact Center for Microsoft Teams data driven call routing below.

This functionality will be released to the Landis Contact Center for Microsoft Teams Preview shortly.

 

Landis Contact Center for Microsoft Teams Presence

Landis Demonstrates Contact Search with Presence Utilizing the New Graph Presence API

Landis Technologies demonstrates contact search with presence utilizing the new Microsoft Graph presence API.

Landis Technologies managing owner Matt Landis notes: “This is a nice addition to our Teams Contact Center and allows it to show the presence status for users that contact center agents may want to add to a call.” Matt also gives some realworld application feedback on the new Microsoft Teams Graph Presence API, “From our informal, stopwatch based tests it appears the presence for a reasonable amount results (1-30) is typically returned by the API in under a half of a second.”

Also, there are a few items in the presence API that will likely be improved by Microsoft in the future, “Currently the API is not subscription based so applications using it, like the Landis Contact Center for Microsoft Teams just need to pull the presence regularly so it reflect real time changes. Also, not all presence states, like ‘Out of Office’ are returned.”

You can watch the demonstration below.

Office 365 Contact Center for Microsoft Teams & Skype for Business

 

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