AI TOOL PROFILE
Landis Contact Center: Contact Center for Microsoft Teams
- Customer Support
- Contact Center
- Microsoft Teams users
- Small and medium-sized contact centers
- Educational institutions
- Business receptionists
Pricing
Pricing starts at $75 per user per month for the Contact Center. Additional options include the Attendant Console for $95 per user and Call Recording for $15 per user, with no setup fees or minimums.
At a glance
- Best for
- Microsoft Teams users, Small and medium-sized contact centers, Educational institutions, Business receptionists
- Key use cases
- Advanced Call Routing, Performance Monitoring, Quality Assurance and Coaching, Call Documentation and Compliance
- Integrations
- CRM sync via webhooks, PowerPlatform integrations
- Official website
- Visit Landis Contact Center official website
How AI is used
Landis Contact Center is a certified add-on for Microsoft Teams designed to provide the functionality that standard Teams call queues lack. It integrates using the Extend model and Microsoft's native Communication APIs, allowing the user interface to remain familiar to those using Teams.
This software is designed for contact centers, receptionists, and educational institutions that require visibility into call operations. It focuses on routing and manager oversight through a combination of AI tools and live monitoring dashboards.
Key capabilities include AI-powered IVR for routing, live sentiment analysis to identify coaching opportunities, and historical reporting. Managers may use listen, whisper, and barge-in tools to assist agents during active calls.
Buyers should confirm if they require specific recording policies or CRM syncs via webhooks, as these are available and depend on the configuration.
Key Features
Smart & Skills-Based Routing
Matches callers with agents based on specific skills and queue routing options.
Live Dashboards & Wallboards
Provides updates on call activity, wait times, and agent status in real time for team monitoring.
AI-Powered IVR
Uses intelligent routing capabilities and data dips to direct callers to the correct team.
Live Sentiment Analysis
Analyzes customer interactions in real time to help managers identify when agents may need coaching.
Manager Coaching Tools
Supports live call monitoring with options to listen anonymously, whisper tips, or barge into calls.
Historical Analytics
Offers call history reports and KPIs to track queue and agent performance.
Use Cases
Advanced Call Routing
Using skills-based routing to match customers with a qualified support agent.
Performance Monitoring
Utilizing live wallboards and dashboards to track wait times and agent availability.
Quality Assurance and Coaching
Using live sentiment scoring and barge-in tools to provide assistance to agents.
Call Documentation and Compliance
Implementing always-on or on-demand call recording policies stored in Azure.
Integrations
- CRM sync via webhooks
- PowerPlatform integrations
FAQ
Can Microsoft Teams be used as a call center with this tool?
- Yes, while Teams has basic call queues, Landis Contact Center adds features like skills-based routing and analytics to provide contact center functionality.
How long does it take to set up Landis Contact Center?
- Initial setup typically takes less than an hour, while simple full configurations generally take 1-3 hours.
What are the pricing options for Landis Contact Center?
- Pricing starts at $75 per user per month for the Contact Center, with an Attendant Console at $95 per user and Call Recording available for $15 per user.
Source category: Customer Support
Source subcategory: Contact Center
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