A bachelor thesis proves the concept
Bachelor students Michael Jakob and Andreas Kobler along with their tutor Philipp Beck, believed that connecting the Microsoft Unified Communications (UC) solutions with the Cisco Unified Intelligent Contact Management Enterprise (ICM), was the right approach for an IT landscape that supports efficient customer service. In their bachelor thesis at the University of Applied Sciences Rapperswil (HSR), they developed a software solution which used the benefits of the Microsoft Office Communication Server (OCS; a predecessor of Skype for Business) and Cisco ICM. The proof of concept showed how voice calls and chat messages could be efficiently routed efficiently by the contact center solution to an available agent, utilizing the presence status of OCS and agent skills from Cisco ICM.
2010: Luware is founded
The proof of concept gained more and more interest in the market. Medicall, the leading Swiss company for medical assistance with 3.5 million insured customers, was very enthusiastic about the solution. They wanted to use Microsoft UC in their customer service center in connection with a contact center solution. So, Philipp and Michael formed the company: Luware.
Great thanks to the co-founders who believed in our idea and have supported us financially and with their extensive knowledge: Hansruedi Hänni, industry expert from Bucher + Suter AG and Beat Stettler, Head of the Institute of IT at HSR.
To this day, Michael Jakob and Philipp Beck are still active in the operational business of Luware as CTO and CEO respectively.