Luware Nimbus: AI‑powered Customer Experience Platform for Microsoft Teams

Luware Nimbus is an AI‑enabled, omnichannel customer experience (CX) platform built natively for Microsoft Teams. It transforms Teams into a single, enterprise‑grade hub for customer communication, covering internal helpdesks, front desks, branch offices, and full contact centers, without introducing additional agent applications or fragmented systems.

Designed specifically for organizations already invested in Microsoft 365, Nimbus unifies voice, chat, email, and task routing into one platform, delivering a consistent, secure, and scalable customer experience from within the Microsoft ecosystem.

Overview

Works with calling plan, operator connect, and direct routing
Fully integrated into the Microsoft 365 ecosystem
Hosted on Microsoft Azure in the US, UK, Switzerland, Netherlands, Germany, and Australia
Lean design that is fully integrated into the Microsoft Teams client
Easy administration that automatically syncs with your existing Microsoft Teams and Azure configuration and extends it with role-based access
In-depth analytics data and customizable dashboards (as well as pre-available templates)
Fast deployment and flexible licensing

Key Benefits

Speed & Efficiency: Agents work in the familiar Teams interface, reducing onboarding time. Intelligent workflows and routing help lower wait times and call abandon rates.
AI-powered Productivity: Reduce After-Call Work via AI summarization, use Virtual Users to handle routine inquiries without queues, and route tasks smartly to the right resource.
Improved Customer Experience: Intents and caller context boost first-call resolution. Omni-channel support and analytics enable continuous improvement.
Comprehensive Insights: Live and historical analytics, dashboards, KPI tracking, and reporting across users and services.
Secure and Complaint: Built on enterprise-grade security, compliance, and governance standards

Feature Highlights

Intelligent Routing & Task Distribution: Skill-based routing, caller priority, custom parameters (e.g., country or language), and flexible queueing options.
Omni-channel & Virtual Users: Handle voice, chat, and email; AI bots automate routine requests and provide self-service.
No-code automation and Workflow Editor: Drag-and-drop interface to build workflows with opening hours, IVR, and templates.
Custom Roles & Organization Units: Granular access, dynamic team assignments, and cross-service collaboration.
After-Call Work & Presence Tracking: ACW states, presence-based availability, and codes/tags for enriched reporting.
Live Analytics & Dashboards: Real-time dashboards and long-term historical reporting at user and service level.

AI Features

Virtual Users: AI-powered self-service bots integrated into workflows to handle inquiries automatically, improving response times and satisfaction.
AI Summarization & Assistance: Automated call notes, transcription, context extraction, and productivity support for agents, supervisors, and administrators.

What makes us unique?

Deep Integration with Microsoft Ecosystem, "Extend" and "Unify" Integrations to Microsoft Teams and Microsoft Azure
Cloud Native, Microservice Architecture enabling high scalability at lower infrastructure costs
Ease of use and self-service for departments resulting in less work within internal IT
A focus on security by being ISO 27001, ISO 9001 and SOC 2 Type II certified. Luware is also listed in the Cloud Security Alliance Security Trust Assurance & Risk registry, where you can freely download Luware’s security self-assessment.

Get Started from front-desk reception to large-scale contact center operations. or start a trial to see how Nimbus streamlines your Microsoft Teams-based communication and customer service.

Choose the Nimbus modules and licensing that match your needs: from front-desk reception to large-scale contact center operations. Request a demo or start a trial to see how Luware Nimbus streamlines your Microsoft Teams-based communication and customer service.

Luware Nimbus - AI powered CX

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