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Cloud-based Contact Center for Microsoft Teams

Deliver customer experiences that exceed customer expectations from any place and at any time. The Luware Contact Center is fully integrated into Microsoft Teams and ensures that customer service is part of the company-wide communication strategy.

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Holistic Enterprise Communication

Use Microsoft Teams as the central platform for all internal and external communications and turn every employee into a customer touchpoint.

Endless Possibilities

From the simple IT helpdesk to the large-scale contact center – solve your entire interaction management with Luware Nimbus.

Empowered Employees

Increase the flexibility and autonomy of your line of business with comprehensive self-service features and the ability to work remotely.

Features You Will Love

Skill-based Distribution

Assign incoming calls to the most qualified user for an optimal allocation of staff and an increased first-call resolution.

Identify your organization’s skill categories and assign agents the according skills. If desired, skills can further be broken down into levels allowing a more granular routing. Define a distribution policy that determines how customer interactions are distributed according to skills and levels.

Learn more about skill-based distribution

After Call Work

Provide users with a dedicated time for post-call processing to improve agent time management and ensure documentation and resolution of customer inquiries.

Agent are blocked for a defined time period after every completed customer interaction. After call work (ACW) is recorded in the user session and the total ACW time is reported in the session objectives.

Workflow Editor

The simple and intuitive Workflow Editor enables the line of business to set up and manage the distribution and handling of incoming calls by themself, without the help of IT. Absolutely no coding required. Simply drag, drop, and connect elements to create or adapt your call flow; go live instantly.

Learn more about the Workflow Editor

Powerful Integrations

A Power Automate connector allows for no-code automations and integrations with Microsoft and third-party applications such as a CRM, ticketing system, phone directories or webservices. Furthermore, the integration with Power BI Access allows you to access and automate the entire call and service reporting. You can also combine it with other data sources from your organization to get a holistic reporting for true insights and business intelligence.

Learn more about Power Automate

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