Calls directly in Teams
Your users take calls directly in Microsoft Teams – and use Teams as the only client for all phone calls. This allows a collaborative customer service where employees can easily consult experts within the company or forward callers to colleagues – all within Teams.
With the Luware’s Routing and Queueing solution, employees see at a glance which service number or hotline the customer has called, allowing them to respond individually and even actively manage the calls in the queue.
Processes can be complex – that’s why we make it easy for you. Our visual workflow editor lets you change your routing and queueing setup in no time, with immediate effect and without the help of IT. Drag and drop the elements, connect them, define rules, go live instantly.
Have your opening hours changed? Do you have a one-time event or a local holiday? Team owners can easily adjust the availability in the call queue calendar, without the help of IT, in real-time. And since the workflows utilize these opening hours, there is no further action required.
Personal performance dashboards give the employees the tools to effectively plan their after-call work or switch service lines to help colleagues.
Team and service dashboards offer managers and supervisors valuable insights including call queue statistics and employees’ performance. This enables informed decisions to adapt processes, manage staff members and to meet customer service requirements.
Take care of what’s important (e.g. customer service) and automate the rest (e.g. business processes). With Microsoft Power Automate (formerly Flow), you can link all your data – without writing a single line of code or the help of IT. Connect Luware Nimbus with Power Automate Connectors integrate your call queueing and routing easily with other tools.
Integrate our queueing and routing solution with your CRM, ERP or ticketing system to give your employees context information, reduce IVR menus, and increase your first call resolution rates and customer satisfaction. Make all relevant customer information available to employees and let the system automatically create tickets or CRM cases by integrating it into our Routing solutions using the out-of-the-box connectors in Power Automate.