Disclaimer: The release date of this feature rollout is dependent on your location. The UK cluster was successfully updated on January 15. The Swiss cluster will be updated on January 21, and the German cluster will be updated on January 28.
We’ve added some exciting new features to Luware Nimbus that will help you win loyal customers.
It doesn’t matter if it’s an inbound or outbound call and whether you were contacted through a service line or directly; the new Nimbus Assistant enables agents to provide an efficient and personalized service anytime. You don’t even need to have Luware Nimbus open. The Nimbus Assistant can be installed as an app that runs quietly in the background until it is triggered by a direct or service call.
When Agents get a call, they can use the Assistant to see important context information about the caller as well as the call flow that shows previous transfers. Wrapped with such knowledge, the agent can provide much more efficient and personalized service. During the call, the agent can also categorize the call with codes and tags to keep call records organized. And if the customer has a more complicated case that requires additional processing, the agent can use the Nimbus Assistant to extend his After Call Work time.
Some calls are more important than others. To strengthen your relationship with your most valuable customers, we have introduced a new task priority feature that lets you identify and prioritize VIP callers. You can either create an entire service that gets priority treatment, for example, a VIP customer hotline. You can also use workflows to steer task priority, for example, by checking whether the customer has an urgent ticket in the CRM.
Enhance your database and collect more information about your customers. Service administrators could already use CRM information to create efficient workflows. But with the new “Save to Parameter” activity in the Workflow Editor, you can now save the customer’s input or a combination of multiple inputs as a new custom parameter and use it to create more personalized experiences. For example, if a customer presses 1 for English in the IVR, you can save English as his preferred language and provide the agent with this information in the Nimbus Assistant.
It can happen that an agent walks away from his phone and forgets to log out in the process. His phone continues to ring, but no one answers. The customer doesn’t get served. We have now introduced a persistent RONA state to avoid this scenario. When an agent doesn’t accept a call through the queue, he is now unavailable (in RONA state) for all Nimbus services, and the call gets redirected back to the queue. When the agent gets back, he can reset his state in the Nimbus Assistant or in “My sessions,” or you can automatically resent RONA through a defined reset time. Of course, you can also get detailed reporting of RONA states in your reporting.
• Improved search and contact list improvements in the Attendant Console. You can now search for the title and content of notes and search for custom fields in address books.
• Improved single sign-on experience. We know that logging into various accounts and apps each day can be bothersome. To streamline this process, Nimbus is now capable of linking your login directly with your MS Teams client.
• Call on behalf is now reported in the UI and Historical Reporting.
For a full feature overview, including technical descriptions, check out our release notes.