From On-Premises Solution to 1 Million Calls In the Cloud

Luware Nimbus ensures seamless service for the Belgian Ministry of Finance during peak times

With its legacy on-premises infrastructure nearing capacity and requiring manual scaling during peak demand, the Belgian Ministry of Finance migrated to Luware Nimbus. A rapid, eight-week transition ensured seamless service during tax season and modernized their communications.

The challenge

The Federal Ministry of Finance Belgium, faced a vital technological transition as its existing on-premises Luware call center solution, LUCS, reached the end of its service life.

The Ministry's communication requirements, driven by increasing call volumes reaching peaks of 100,000 calls per day, pushed its legacy on-premises infrastructure to near capacity, resulting in potential inefficiencies and impacting service quality. The LUCS solution, relying on a Skype for Business Server core and a PSTN integration for Teams connectivity, lacked native Teams integration and the scalability needed to meet current and future demands. This resulted in complex administration, limiting self-service capabilities and requiring high maintenance effort.

The Ministry required a modern, cloud-based solution capable of scaling to meet current and future demands, offering seamless integration with Microsoft Teams, comprehensive reporting, and ease of use for its staff. Crucially, the transition needed to be seamless to ensure uninterrupted daily operations and minimize any disruption to the Ministry's essential services.

The solution

Following a public tender, the Belgian Federal Ministry of Finance selected Luware Nimbus as its contact center solution and NTT Data as its service provider to meet these critical requirements. Key factors in the decision included Luware Nimbus's proven capacity for handling growing call volumes, its extensive reporting and analytics capabilities, and its native integration with Microsoft Teams, simplifying the user experience. These features, combined with new capabilities such as flexible supervisor dashboards and simplified administration empowering self-service, made Luware Nimbus the ideal choice.

Rapid eight-week-migration 

The migration from the previous LUCS solution to Luware Nimbus was completed in an exceptionally short timeframe of just eight weeks. Migrating over 8,000 users and approximately 400 services within this tight window, while maintaining operational stability, was a significant undertaking. This rapid transition was essential to ensure readiness for the Ministry's peak period—tax season—which immediately followed the migration. The existing knowledge of the Ministry's infrastructure by both Luware and our partner NTT Data Belgium played a vital role in minimizing disruption.

About our partner NTT Data

NTT Data partners with leading technology vendors like Luware to provide best-in-class contact center solutions tailored to specific business needs. Their expertise in deploying, supporting, and managing complex, high-volume contact center environments makes them a trusted partner for organizations seeking to transform their operations and embrace the digital future. This expertise was instrumental in their selection by the Belgian Federal Ministry of Finance.

Scaling to meet peak demand

During tax season, the Ministry experiences peak call volumes of up to one million calls per month, compared to a regular monthly volume of around 300,000. The unique challenge is the suddenness of this volume: a massive spike within seconds of opening, as opposed to a typical gradual increase.

Unlike the previous on-prem solution, which required manual intervention, Luware Nimbus automatically scales dynamically to meet fluctuating demands. Despite this automatic scaling, this sudden influx of calls required adjustments to certain infrastructure settings to ensure sufficient capacity was available from the moment the lines opened. This solution was implemented in less than a week and has resulted in zero service-affecting issues with Luware Nimbus since.

The results

Luware Nimbus successfully addressed the Ministry's challenges, ensuring business continuity during the migration and providing a platform capable of handling peak call volumes of up to 100,000 calls per day. The Ministry confirmed a significant improvement in operational efficiency.

Key benefits and results included:

• Seamless integration with MS Teams: Enabled a user-friendly experience for agents, minimizing the learning curve and facilitating quick adoption. 

• Robust reporting and analytics: Provided valuable insights into call center performance, enabling data-driven decision-making and optimization. 

• Scalability to handle peak demand: Successfully managed peak call volumes of up to one million calls per month during tax season, ensuring consistent service availability even during sudden spikes in traffic.