Luware is among the first solution providers in Microsoft’s certification program for contact center solutions for Teams. Always on the newest APIs, Luware holds a close relationship with Microsoft to get the maximum out of the Microsoft platform for its customer service software. Luware’s Advanced Routing and Contact Center solution for Microsoft Teams are enterprise-ready and already live for several months at various companies in the financial, manufacturing, media, energy and e-commerce industry.
“Microsoft Teams adoption has seen a steep rise in the last months because it can enable business continuity,” says Philipp Beck, CEO at Luware. “Besides facilitating internal collaboration and communication, it can be easily extended with our solutions to ensure location-independent customer service.”
Luware’s cloud-based Advanced Routing and Contact Center solutions leverage the investment into Microsoft Teams and allow companies to integrate their customer service into their company-wide communication strategy. Employees use Microsoft Teams as their single application for internal and customer communications. Custom workflows, skill-based routing and real-time reporting add speed and adaptability to process optimization. Context information, such as customer data, easy access to internal experts and the intuitive user interface empower every employee within the company to serve customers confidently and professionally.
With the surge of remote Microsoft Teams users around the globe, customer service add-ons become essential to enable business continuity and great customer experiences. Luware was among the first software vendors to offer customer service solutions for Teams and their customer Synamedia was already showcased at Microsoft Ignite 2019 in the session ‘Contact Center and Microsoft Teams’ by Andrew Bybee (video at 32.19).
Microsoft has now started the Connected Contact Center for Microsoft Teams Certification Program to provide customers with the assurance that each participating partner’s solution has been tested and verified to provide the quality, compatibility and reliability they expect from Microsoft solutions. We are proud that Luware is among the first providers in the certification process.
Various customers from the financial, manufacturing, media, energy and e-commerce industry already benefit from Luware’s customer service add-ons for Teams. “We were evaluating a number of solutions to solve the routing of our customer calls and to overcome the stiff structures of the past contact center,” explains Jo Ringrose-Voase from Synamedia. The international entertainment expert has now been using Luware’s solution for several months. Jo Ringrose-Voase: “Employees can serve customers from anywhere, and resourcing requirements and workload distribution can be met real-time.”