At Landis, we’re committed to continuously improving the Contact Center experience for Microsoft Teams. Our latest update brings exciting new features designed to simplify workflows, enhance agent efficiency, and deliver an exceptional customer experience. Here’s a look at what’s new in the November 2024 update.
1. Simplified Queue Configurations
We’ve reimagined the queue management page with a tabbed interface. Instead of scrolling through a long list of settings, configurations are now organized by categories such as schedules, messages, exception handling, and integrations. This streamlined design makes navigating your queues faster and more intuitive.
2. Advanced Queue Breakout Options
Our new “queue breakout” feature offers more flexibility for callers waiting in queues. You can now:
- Enable options like callbacks, IVRs, and voicemails.
- Offer hidden menu options for VIP customers.
- Configure custom callback handling to gather reasons or alternative phone numbers directly from callers.
All breakout activity integrates seamlessly with reports, ensuring agents have complete context when returning calls.
3. Enhanced Callback Requests
The callback experience is now more robust, featuring:
- Voice input for capturing callback reasons.
- Caller confirmation of callback numbers.
- Detailed callback request reports for agents, including reasons and alternate contact details.
These improvements empower agents to return calls prepared with the context they need.
4. Flexible Wrap-Up Question Options
Agents can now add freeform text responses to wrap-up questions. Whether it’s a case number, custom note, or specific call details, this feature ensures all critical information is captured and logged.
5. Streamlined Agent Panel Updates
We’ve eliminated the “Save” button when updating agent statuses. Changes are automatically registered, reducing the risk of unintentional errors.
Additionally, agents and managers can now track the duration spent in specific statuses directly from the agent panel and management view.
6. Improved Reporting Features
Data visibility is enhanced with:
- Frozen columns for persistent data display.
- Organization unit filters for agent summaries, allowing managers to view only relevant agents based on their team.
These updates make reporting more tailored and efficient, even in large organizations.
7. Chat Customization Enhancements
Our chat feature, introduced in an earlier update, has been fine-tuned with customizable greetings and responses. Chats are fully integrated into the Microsoft Teams client, offering agents a centralized space to manage interactions efficiently.
Why These Updates Matter
Every improvement we make is aimed at empowering your team to deliver better service, faster resolutions, and a more seamless customer experience. Whether you’re refining queue settings or enabling chat capabilities, these updates give you the tools to adapt to evolving customer needs.
Get Started with the Latest Features
Ready to explore these enhancements? If you need help configuring these features or want to learn more about how they can benefit your organization, our team is here to assist. Contact us today to get started.
Stay tuned for more updates as we continue to innovate and enhance Landis Contact Center for Microsoft Teams. Together, let’s make your contact center smarter and more efficient!
