The Contact Center as a Service (CCaaS) industry is becoming increasingly competitive, with many players vying for dominance. Microsoft's recent entry into this space with the Microsoft Dynamics Contact Center adds a competitor to the mix. How does this latest offering stack up against established solutions like Luware Nimbus? Read on to find out.
Microsoft Dynamics Contact Center |
Luware Nimbus |
|
Hosting Platform | Microsoft Azure | Microsoft Azure |
Solution | Standalone solution | Native Microsoft Teams application |
Modalities | Voice, Chat, Email, SMS, Social Media | Voice, Video, Chat, Email, External tasks |
AI | Uses artificial intelligence (AI) and natural language processing (NLP) to automate tasks, provide insights, and personalize interactions | Uses Microsoft Cognitive Services and Azure Bot Service to enable speech recognition, text-to-speech, and chatbot functionality |
Routing | Supports omnichannel routing, skill-based routing, and intelligent routing based on customer data and preferences | Supports skill-based routing, priority routing, and overflow routing based on agent availability and workload |
Integration | Works with any CRM built on the Power Platform, other CRMs need to be integrated via Power Automate | Integrates natively with Microsoft Teams, Dynamics 365, Azure, Office 365 and more. |
Analytics | Enables real-time and historical analytics, dashboards, and reports for measuring and improving contact center performance | Enables real-time and historical analytics, dashboards, and reports for measuring and improving contact center performance |
IVR | Provides tools for creating and managing interactive voice response (IVR) menus, chatbots, and voice bots | Provides tools for creating and managing IVR menus, complex workflows, chatbots, and voice bots |
Customer information | Allows agents to access customer information, history, and sentiment from Dynamics 365 and other sources | Allows agents to access customer information, history, and sentiment from Dynamics 365 and other sources |
Billing model | Subscription-based (monthly or annual) Volume discounts available | Subscription-based (monthly or annual) Volume discounts available |
Trial | Free 30-day trial with up to 25 agents and unlimited channels and features | Free 30-day trial with up to 10 agents and unlimited channels and features |