Next Level Cloud Voice with Microsoft Teams

Is Microsoft Teams not powerful enough already? What does it mean to take Teams Cloud Voice to the next level? (video at 1.27) 

• Teams is very powerful, especially in collaboration
• Teams has limitations in traditional telephony, e.g. customer service, attendant consoles, help desks, contact center or compliance recording
• It’s important not to create silos for telephony use cases by adding standalone applications for telephony
• The gaps in Teams can be filled to cover traditional telephony use cases to replace the PBX
• Extending Teams with our service solutions is what brings Teams Cloud Voice to the next level

How important is it to integrate Cloud Voice into the wider Microsoft ecosystem? (video at 7.05) 

• Companies that have a Microsoft strategy can benefit greatly from integrating customer service use cases into Teams
• Native integration allows the utilization of Microsoft tools such as Power Automate or Azure Cognitive Services
• With Power Automate, CRM and ticketing integrations can be done easily and no-code
• Text-to-Speech from Azure is very powerful
• Business owners are empowered to make changes themselves and benefit from speed-to-market

  Why is self-service gaining importance? (video at 9.38) 

• The world is changing faster than ever
• Requiring the IT to make changes, e.g. changing call flows or IVRs, causes long delays
• It’s important that the business departments can make changes themselves to remain agile
• Being agile allows to adapt to deliver great customer service

 How does Luware package this up for its customers? (video at 12.26) 

• Over two years ago, Luware started to build our new customer service suite Nimbus
• The first solutions of the Luware Nimbus product suite are available with Advanced and Enterprise Routing
• The Attendant Console will launch soon; the Contact Center will launch in the autumn of 2021
• Nimbus, being a SaaS solution, will evolve over time with continuous updates