Nimbus Release Highlights | May 6, 2021

We are on a mission to develop the best customer service software so that you can deliver exceptional customer experiences. Luware Nimbus is our cloud-native, modular customer service suite. It is built on the SaaS model, which allows us to continually optimize and update our product so that you always benefit from the newest features.

Below, we have listed some of the most exciting release highlights that are available as of the 6th of May 2021.

Welcome to “The Melting Pot”

“The Melting Pot” is our new monthly web series presented by Alexander Grafetsberger, our VP of Product Management, and James Cadman, our VP of Customer Success. As the name suggests, you can expect a melting-together of different topics that we deem relevant and newsworthy. Not only will we update you on the latest Nimbus features with some example use cases, but we will also deep dive into some general discussions about our Customer Service platforms for Microsoft Teams. Enjoy the inaugural episode or read the summary below.

Atomic Design

For you to navigate Luware Nimbus easily and intuitively, we strive to make the user interface as clean, simple, and flexible as possible. Therefore, we have unified the look and feel of our menus and structures. An atomic design also makes us more flexible going forward and allows us to introduce new functionality quickly and easily.

Multi Language

Your employees don’t feel confident in English? No worries, we have increased the language capabilities to make Luware Nimbus more accessible. The user portal is now available in five languages: English, German, Italian, French and Dutch. The admin portal will remain in English only, in order to facilitate finding help in the Knowledge Base.

Improved Provisioning Script

We listened to your feedback and improved the Nimbus Provisioning script so that it can be used in a variety of different organizations. We can now offer:

  • Support for Proxy Server Authentication
  • Support for manual license and policy assignment
  • Improved Support for Microsoft Teams Powershell Module versions 1.1.6 and 2.0
  • Support for Hybrid Application Endpoints
  • Improved Bulk Operations with less wait time

Parameter Dependent Routing

If you have Enterprise Routing you can now benefit from Parameter Dependent Routing. This allows Nimbus to take routing decision based on any data source provided via Microsoft Power Automate, meaning you can now build powerful routing scenarios based on complex customer data structures and intelligently route customer calls based on external data (CRM, Ticketing-System, etc.).

Possible use cases (among many others) are

  • Connect callers to a service team from their region based on their area code, e.g. Sales Team Germany
  • Automatically connect callers with open orders in CRM to the service line responsible for orders
  • Connect employees to different HR services based on their position (employee/manager/C-level), e.g. Employee Hotline or Management Advisory

Q&A

Will Nimbus adopt more languages in the future?
Yes. We used a tool called “Lokalise” for the translations. This is very powerful and means that we can easily add additional languages. The tool allows partners and employees to contribute to the translation easily and collaboratively. The next languages in the pipeline are Danish and Swedish.

What new features can we expect to see in the future?
We expect Interaction History to be released soon, so stay tuned.

Stay Informed

Want to stay up to date about Nimbus and learn more about how you can benefit from updates? Then subscribe to our newsletter or watch The Melting Pot.