The complex nature of modern telecommunications, involving multiple services, regulatory requirements, and high customer expectations, creates unique operational challenges that traditional contact centers struggle to manage.
Connect with one of our telco CX specialists to discuss your challenges and discover how our solutions can help you achieve your goals.
Luware Nimbus powers a range of solutions to help telecommunications providers optimize their customer care, reduce operational friction, and protect ARPU.
The challenge is connecting VIP or high-ARPU customers quickly to their dedicated account manager or a specialized service team to prevent churn. The solution identifies the customer based on their number and automatically routes them to the most suitable agent or their preferred agent/case handler.
Customers frequently call to check the status of a new service order, a device return, or an outstanding bill, overwhelming agents during peak hours. Virtual agents and power automate integrate with external order and billing systems to provide instant, personalized updates via text-to-speech, reducing agent workload.
Internal support desks are overwhelmed by field representatives or network operations center (NOC) teams asking about ticket status, inventory, or territory access. Virtual user can handle these internal queries autonomously, and for sensitive tasks, it can prioritize and re-route the call to the correct team with minimal disruption.
Serving a linguistically diverse population requires routing customers to an agent fluent in their language to ensure high-quality, frustration-free support. Skills-based routing directs calls to agents with matching language competencies immediately following a simple language selection IVR.
Technical claims or compliance-related discussions can be complex, making manual documentation time-consuming and prone to error. Every call is fully transcribed and summarized using AI, with the log automatically populated into the CRM/Ticketing System, ensuring full compliance and eliminating agent note-taking.
Working within the telecommunications industry requires strict adherence to global and local regulatory standards for data privacy and service quality. Luware Nimbus is built on the Microsoft stack, offering an inherently secure, compliant, and open platform for your most sensitive customer data.
The path to increasing ARPU and improving retention starts with optimizing core contact center metrics, many of which suffer due to outdated technology. Luware Nimbus turns these industry challenges into opportunities for operational excellence.
By intelligently routing high-value customers to preferred agents, delivering personalized service faster, and ensuring that technical issues are resolved efficiently with context-rich screen-pops, luware significantly improves customer satisfaction and retention.
Yes, Luware Nimbus utilizes power automate to seamlessly integrate with virtually any third-party system, including your OSS/BSS, allowing agents to access critical data like network status, billing, or order history automatically.
The platform allows for distribution priority to be assigned based on the call's context, such as a severe network outage. This ensures urgent technical calls bypass normal queues and are directed to the Network Operations Center (NOC) teams immediately.
Our virtual AI agent (Virtual User) capabilities can be configured to autonomously answer FAQ-type questions, such as those about order status or generic service facts, using real-time data lookups from your systems, reducing the load on human agents.
Yes, Luware is built on a modern Microsoft Teams foundation and uses open APIs and power automate connectors, making it highly flexible for integrating with various CPaaS platforms and adhering to an API-first strategy.
As a Microsoft Teams-native solution, Luware inherits the platform's robust security and compliance framework. Additionally, all call details, transcriptions, and summarizations are securely logged and stored for full governance and audit purposes.
Reduce your compliance workload with a Microsoft-certified compliance recording solution that keeps your recordings secure. Read to learn more!
