Zürich, 13. October 2026 — Luware announced that TMC, a global, integrated media company, has named the Luware NimbusOne client as a 2026 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.
The CX Innovation Awards recognize best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social and AI-powered agents.
“We have always believed that customer service should not sit alongside a communication platform, but be part of it,” said Michael Jakob, co-founder and CTO of Luware. “To help organizations extend the power of Microsoft Teams and the broader Microsoft ecosystem into customer service, we built Luware Nimbus, a CX orchestration platform that enables customer interactions directly within Microsoft 365. By leveraging Teams as the primary agent interface, Luware Nimbus fits seamlessly into existing workflows while adapting to each organization’s unique requirements. With Luware NimbusOne, we are extending that vision beyond the Teams client. For agents who work primarily in a CRM or an optimized unified desktop, Luware NimbusOne delivers the same routing, workflow, and AI capabilities within their preferred workspace. One platform, one administration layer, and one consistent customer service experience.”
Luware Nimbus is Luware’s cloud contact center platform for Microsoft Teams. Its new Luware NimbusOne client lets agents work directly in their CRM (Salesforce or Microsoft Dynamics 365) or in a customizable agent desktop. Employees who are well served by Microsoft Teams keep using Luware Nimbus there. For IT, both clients are managed from one admin center, which saves IT and training costs.
Microsoft has certified Luware Nimbus for Unify, the integration model behind the new client. Luware is one of 10 organizations worldwide with this certification. Real-time AI transcribes and summarizes calls as they happen, so notes are ready when the call ends. This is possible because Unify processes calls directly in Microsoft’s Azure Communication Services. For high-volume contact centers, this setup means that receiving a call takes milliseconds instead of seconds.
The Luware NimbusOne client is available now for new and existing Luware Nimbus customers.
Luware is a leading global SaaS provider of digital communication technology, specialising in innovative customer experience and regulatory compliance solutions for Microsoft Teams and beyond. Headquartered in Zurich, with operations across Europe and North America, Luware is trusted by more than 1,200 organisations worldwide to transform business communications through secure, scalable and cloud-based solutions.
Its flagship products, Luware Nimbus and Luware Recording, help organisations streamline customer interactions, enhance operational efficiency and meet complex regulatory requirements. By combining deep Microsoft expertise with a commitment to innovation, Luware enables businesses across industries, including highly regulated sectors such as financial services, to deliver exceptional customer experiences while maintaining compliance and control.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the customer experience, call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.
TMC provides global buyers with valuable insights to make informed tech decisions through our editorial platforms, live events, webinars, and online advertising. Leading vendors trust TMC, thought leadership, and our events for branding, thought leadership, and lead generation. Our live events, like the ITEXPO #TECHSUPERSHOW, deliver unmatched visibility, while our custom lead generation programs and webinars ensure a steady flow of sales opportunities. Display ads on trusted sites generate millions of impressions, boosting brand reputations. TMC offers a complete 360-degree marketing solution, from event management to content creation, driving SEO, branding, and marketing success.