The May 2025 update for Landis Contact Center introduces several enhancements and smart features to improve workflows for agents, managers, and IT teams. Let’s explore the exciting new additions that make this release particularly valuable.
Read on, or watch the video below.
Reroute On No Answer (RONA)
The new RONA feature helps prevent missed calls by automatically shifting agents into a designated status after their first no-answer event. If an agent misses a call after forgetting to sign out on break for example, they’re automatically placed RONA status to prevent further calls from routing to them until they’re ready to take calls again.
For those managing the contact center, this means no more frustrated customers waiting on hold only to be sent to an agent who isn’t at their desk. The detailed visibility into which agents are in RONA status, duration times, and frequency creates accountability while providing the data needed to optimize staffing during high-volume periods.
AI-Powered IVR Block
For teams managing complex inbound flows, we’ve added new AI blocks to the IVR flow designer that enable basic natural language classification using variable-based queries. Now you can access AI capabilities directly within your IVR flows—no need to go to Power Automate or other external automation tools to perform AI queries.
Using the new AI blocks is straightforward. You can type in your prompt text and to use variables, such as text from a Voice Input block, simply type the opening curly brace “{” and a dropdown menu will display all available variables for selection. This Variable Selector feature makes it easy to insert variables without manual entry, not just in AI blocks but also in Text-to-Speech and Callback blocks.
With these enhancements, you can ask open-ended questions like “What are you calling about?” and an AI block with a prompt with instructions to categorize the call (for example, sales vs support requests) will categorize the caller’s intent and return the matching category. You can then use a Regex block to route the caller based on the category. Customers simply state their needs naturally, reducing call abandonment rates and improving first-call resolution metrics.
Dashboard Upgrade
We’ve updated the Dashboard to be your default landing page—because it’s where most of the action happens.
The Home page is still accessible, but will not get future updates and will eventually be deprecated.
On the dashboard, you’ll also find a new IVR Summary widget for easy access to IVR insights.
Person Component
A person component has been added, which pops up when hovering over a user’s avatar in reports. This allows managers to easily check and change statuses directly from reports, such as the Queue Status page. It also has quick links to Agent reports that are filtered for the selected agent.
Smarter Loop Detection Notifications
Our loop detector has always worked behind the scenes, catching misconfigured call flows before they cause problems. Now, instead of only sending email alerts, the system pushes real-time notifications directly to the portal.
For IT managers, this means dramatically reduced downtime and fewer support tickets. The immediate visibility allows you to catch and fix call flow problems before they cascade into system-wide issues that could affect compliance requirements or disrupt critical services.
Webchat Upgrades
We’ve improved the web chat experience with enhancements that make a big difference:
- Customize button size, color, and placement to match your site
- Chat now continues across page reloads or navigation
- Users can minimize the widget to keep it out of the way until needed
These changes make your web chat feel like a natural part of the customer journey—not a bolted-on afterthought.
Quality-of-Life Improvements
This release includes numerous UI and performance enhancements, including improved wallboard editing, more reliable agent invites, refined login behavior, more consistent outbound call handling, and “Contact Center Administration” renamed to “Configuration” in the permissions UI.
Want to Learn More About the New Features?
This release delivers thoughtful improvements to help you manage your contact center more effectively. Whether you’re managing customer service teams, leading IT for your organization, or optimizing your team’s daily workflows, the May 2025 update helps you do more—with less friction.
Want to learn more about any of these exciting new features? Contact Support or reach out to your account representative today.
