Luware Nimbus

Overview

Luware Nimbus transforms Microsoft Teams into a full modern contact center and customer experience hub. With intelligent task routing, seamless omni-channel workflows, and built-in AI extensions, Nimbus helps you deliver faster, smarter, and more satisfying customer interactions—without leaving the Teams environment.

• Deep integration with Microsoft Teams, retaining the familiar interface while adding contact center, queue, presence-based routing, analytics, and switchboard capabilities
• Flexible licensing and modular design: choose what fits—Advanced Routing, Enterprise Routing, or full Contact Center—plus optional AI modules such as Virtual Users
• Hosted in Microsoft Azure (multiple EU locations), with enterprise-grade security, compliance, support, and high availability

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.

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.
• 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.
• 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.

Security & Compliance

• Hosted on Microsoft Azure with data residency options in Germany, Switzerland, and the UK
• Built on enterprise-grade security, compliance, and governance standards

Get Started

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 Nimbus streamlines your Microsoft Teams-based communication and customer service.