Case Study: Coppin State University improves contact center visibility and staffing with Landis Contact Center for Microsoft Teams

How Coppin State University Eliminated Missed Calls and Made Better Staffing Decisions with Landis Contact Center for Microsoft Teams

Coppin State University, a historically black institution in Baltimore, was struggling with communication failures that hindered its mission. Its outdated contact center system led to missed calls, a lack of visibility into call data, and no integration with its existing Microsoft Teams platform. This resulted in poor student engagement, especially during the critical admissions process. To address this, the university turned to Landis Technologies and its product, Landis Contact Center for Microsoft Teams.

Landis Technologies implemented its Teams-native contact center solution, which provided seamless integration and new visibility through comprehensive dashboards. The university eliminated missed calls with intelligent rollover features and used the data to make informed staffing decisions based on peak call times. The results ensured every student call was answered, improved resource allocation, and introduced the capability to measure performance and satisfaction, fully aligning the university's communication technology with its mission.

Coppin State University

Annie Torres

Director of IT Learning and Innovation