This Is Why Your Contact Center Needs Omnichannel Capabilities

Customers want the freedom to contact you however they like, and service agents need the right tools to meet these expectations. Luware Nimbus upcoming omnichannel capabilities will deliver just that. Join Oli Lifely and Tom Arbuthnot as they introduce the new omnichannel capabilities of Luware Nimbus. In this product demo they'll walk you through how they work and how they will improve your customer service. Say goodbye to juggling multiple systems and hello to streamlined efficiency.

Revolutionizing Customer Service with Omnichannel Contact Centers

Luware Nimbus's new omnichannel capabilities are a game-changer for customer service. By integrating multiple communication channels into one unified platform, Luware Nimbus is transforming the way businesses interact with their customers. In today's fast-paced, digital world, customers expect seamless experiences across all touchpoints. They want to reach out on their preferred communication channel - whether that's web chat, email, or some other external task - and get the same level of speedy, personalized service. Our new omnichannel feature makes that possible. It's not just about offering multiple channels. It's about tying them together in a cohesive, efficient way that benefits both customers and customer service agents.

Enhancing Service Agent Experience with Unified Dashboards

One of the key ways Luware Nimbus's omnichannel capabilities are advancing customer service? Unified dashboards for agents. By integrating various communication channels into a single view, agents can handle interactions more efficiently. No more toggling between screens or losing track of customer context. With everything in one place, agents can provide faster, more personalized service. And that's great news for customer satisfaction.

Email Interaction Features and CRM Integration

Email remains a critical channel for customer service. But managing high volumes of email interactions can be a challenge. That's where the specialized email features come in. Luware Nimbus offers capabilities like auto-replies and parameter routing to streamline email management. The seamless CRM integration allows agents to access customer context and history, enabling more personalized, efficient service.

Preparing for the Future with External Task Routing

Customer service is constantly evolving. To stay ahead, businesses need technology that can adapt to changing needs and channels. Luware Nimbus's external task routing capabilities do just that. By supporting the routing of tasks from various systems with API or webhook capabilities, Luware Nimbus helps companies future-proof their operations. As new channels and touchpoints emerge, the platform is ready to integrate and optimize.

Advanced Routing Modules and Workflow Customization in Luware Nimbus

Omnichannel capabilities are just the beginning. To truly optimize customer service operations, you need advanced routing and workflow customization. And that's precisely what Luware Nimbus's enterprise routing modules deliver. These sophisticated tools allow businesses to tailor their customer interaction flows. By leveraging data and rules, companies can route inquiries to the best-fit agent or resource. The result is faster resolution times and happier customers. Luware Nimbus's routing modules also integrate with third-party CRMs and platforms, thanks to Power Automate. This connectivity allows for even greater efficiency and personalization.

Design Personalized Customer Journeys with Drag-and-Drop Routing

One of the standout features of Luware Nimbus's enterprise routing modules is the Workflow Editor. These allow administrators to create custom routing flows that align with their unique operational needs and goals. For example, businesses can set up rules for VIP customer routing or time-of-day routing. By tailoring flows to specific scenarios, companies can provide a higher level of service and satisfaction. The best part? No complicated coding required, it's all working with a simple drag and drop system.

Flexible Pricing Models: Licensing Per Service Versus Per User

Every business is unique. That's why we offer flexible pricing models that adapt to individual needs and goals. Rather than a one-size-fits-all approach, we let companies choose the option that works best for them. One of the key differentiators? Licensing per service versus per user. This allows businesses to optimize their investment based on their specific operational requirements. This flexibility ensures you get exactly what you need without paying for extras. For example, the contact center license includes an add-on for omnichannel interactions. This allows routing of web chat, email, and external tasks. Pricing varies based on volume, with options to add licenses for specific teams.

Anticipating the Release of New Omnichannel Capabilities

The highly anticipated omnichannel capabilities are currently undergoing final beta testing. They will be enabled in an upcoming release – stay tuned to our release notes for the exact date.

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