Luware Nimbus Feature Overview

Luware Nimbus for Routing and Contact Center

Microsoft Teams

For collaboration

Advanced Routing

Adds extensive telephony and workflow functionalities

Enterprise Routing

Adds basic contact center functionalities

Contact Center

For large-scale contact centers
Employee tools
Teams for taking calls
Current calls in queue
Outbound service calls
After call work
Work profile
Assistant
Optional Feature
Optional Feature
Workflows
Workflow editor
Announcements
by IT Admin
Text to speech announcements
Music on hold
by IT Admin
IVR/Auto Attendant
by IT Admin
Transfer
Collect Information
Check Avaliable Users
Check Queue Position
Routing decisions
IVR/Auto Attendant
by IT Admin
Opening hours
Service availability
Parameter based
Skill based
Distribution
Longest idle/Fair queue
Simultaneous ring/broadcast
Employee presence
Interactive queuing
Call picking
Skill category
Skill level
Distribution Policies
Context
Customer information
Power Automate integration
Website/CRM screen-pop
Reporting
Power BI
Personal dashboard
Sharable dashboard
Service reporting (real-time)
Codes
Tags
Selected at Distribution Profile
After Call Work
Service call supervision
Administration
Multi-Language
English, German, Italian, French, Dutch, Spanish
English, German, Italian, French, Dutch, Spanish
English, German, Italian, French, Dutch, Spanish
User management in Teams
Role-based access
Activate/deactivate users
Change workflows
Manage opening hours
by IT Admin
Support & licensing
7am-7pm CET
24x7
Optional
Optional
Optional
Licensing model
Per service
Per service
Per named user

Luware Nimbus Attendant Console for Operators and Receptionists

Microsoft Teams

Attendant Console

Call handling
Teams for taking calls
Park call
Current calls in queue
Call picking
Transferring calls
Transfer to specific numbers
Blind transfers
Safe transfer
One-click transfer
Contacts
Contact search
Favorite contacts
Most likely transfer targets
View contact source
Personal contacts
Custom address books
Notes on contacts
Colleagues’ availability
Employee presence
Start chat with colleagues
Write email to colleagues
Calendar lookup
Employee productivity
Multi-Language
User-optimized Browser-version
Customer information
Overview of services
Opt in/out of service
Support & licensing
Standard Support
Premium Support
Optional
Licensing model
Per named user