With Luware Nimbus One, your contact center lives where your workflows do: in your CRM, ERP, or a custom unified agent desktop.
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A workspace shaped around each role. Telephony-first users can keep using Luware Nimbus through Microsoft Teams, while users with specialist needs can manage all calls and tasks from their preferred workspace. Whether that's a CRM or an optimized, customizable agent desktop. IT only has to manage one platform.
AI on the live call. Option to run transcription and summarization during the conversation, not after it. Notes are written by the time the call ends.
One employee, two contexts. Users have two identities and can separate contact center calls from personal calls, meetings and chats. Customer work happens in Luware NimbusOne, everything else stays in Microsoft Teams, on the same telephony underneath.
Call controls, multi-source contact search, live session context, and history in one unified, distraction-free view. Widgets and layout adapt to each contact center use case, so employees focus on the customer, not the tool.
Accept, decline, hold, resume, three transfer types, and service transfer that shows who is free, so calls land with someone who can take them.
Calls and media are processed directly in Azure Communication Services, so transcription, summarization, and suggested codes and tags run on the live conversation with no lag. For high-volume organizations, receiving a call takes milliseconds instead of seconds, and at scale that difference adds up.
Every team works in the client that fits its role: the full-size web client, a compact CTI inside Salesforce or Dynamics 365. Nobody is forced into an interface built for someone else, and IT still runs one platform from one admin center.
Contact center interactions run in Luware NimbusOne while personal calls, meetings, and chats stay in Microsoft Teams, on the same telephony platform underneath. The two never mix, so a waiting customer never looks like a colleague saying hello.
Calls, email, SMS, WhatsApp, and Interact arrive in the same queue and the same workspace, so employees work one list instead of several tools.
WCAG 2.1, multilanguage, and keyboard shortcuts, so the workspace fits every employee on the floor.
75%
of Luware Nimbus customers found the platform easy or very easy to learn.
This statistic reflects feedback from 52 Luware customers surveyed in June–July 2023 across German- and English-speaking regions. Luware NimbusOne runs on this same platform, with the same routing, workflows, and administration. What's new is the workspace: agents work in the client that fits their role instead of learning an interface built for someone else. Call controls, contacts, and customer context come together in a single view. That way, attention stays on the customer, not on finding the right window. IT, in turn, has no second environment to learn.
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One platform, one administration layer, and one consistent customer service experience.
We have always believed that customer service should not sit alongside a communication platform, but be part of it. 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.
CTO at Luware
The platform underneath. Routing, workflows, administration, and reporting stay the same for every client, managed from one admin center. IT runs one environment, whichever clients your teams choose.
The telephony layer: your existing numbers and your existing investment. Luware NimbusOne is built on Microsoft Teams Phone extensibility, the Microsoft integration model known as Unify, which lets a contact center run on Teams Phone telephony while agents work in a separate application. Luware is one of ten organizations worldwide certified by Microsoft for Unify.
Agent presence stays in sync, so availability is accurate whether an employee is in Luware NimbusOne or in a Teams meeting.
Azure Communication Services carries the call media, and direct access to the live media stream is what powers real-time transcription, summarization, and in-call assistance. The platform runs on Azure infrastructure.
Open CTI embedding, with call context on the customer record.
Embedded in the CRM, with call context on the customer record.
Luware NimbusOne is an optimized and customizable unified agent desktop for Luware Nimbus. It runs on the Luware Nimbus platform and gives agents one dedicated interface for all customer interactions, transfers, contacts, and customer context, in the local application, browser or embedded in a CRM.
No. Luware NimbusOne is built on Microsoft Teams Phone extensibility, not on Graph API like the Extend version. Teams Phone extensibility is Microsoft's Unify integration model, that lets a contact center run on your existing Teams Phone telephony and numbers while contact center agents work in a separate application. Calls and media are processed directly in Azure Communication Services, so agents get a dedicated workspace in the local application, browser or inside a CRM without opening the Teams app.
Client of choice means every team works in the client that fits its role: knowledge workers stay in Microsoft Teams, contact center agents work in the Luware NimbusOne web client, and CRM-first teams use the compact CTI inside CRMs like Salesforce or Dynamics 365, all on the same platform. Dual persona means one employee can hold two contexts at once: contact center interactions run in Luware NimbusOne while personal calls, meetings, and chats stay in Microsoft Teams, and the two never mix. Routing, administration, and reporting stay the same on the Luware Nimbus platform underneath.
Yes. Luware NimbusOne runs as a full-size web client or as a compact CTI embedded in your CRM. Salesforce is supported through Open CTI and Dynamics 365 through its embedding framework, with call context on the customer record. Other business applications can be embedded in the workspace as a context app.
Yes. Luware is one of ten organizations worldwide certified by Microsoft for the Unify integration model. The certification covers how the platform integrates with Microsoft Teams Phone telephony and Azure Communication Services.
Luware NimbusOne is built on the Unify integration model which means calls and media streams are processed directly in Azure Communication Services. Real-time transcription, summarization, and in-call assistance run on the live media stream with no lag, and receiving a call takes milliseconds instead of seconds, so high-volume teams can get support while the conversation is still happening.
No. Luware NimbusOne runs on the Microsoft Teams infrastructure you already own and is administered from one admin center on the Luware Nimbus platform. One solution serves the whole organization, which keeps IT effort and training costs down even when different teams use different clients.
Yes, Luware NimbusOne inherits the enterprise security foundation of the Luware Nimbus platform. Luware Nimbus holds Microsoft 365 App Certification and is Modern Work Certified Software and Microsoft Financial Services AI Certified Software, available on Microsoft Marketplace. Luware has been a close Microsoft partner for more than a decade and is certified to ISO 27001, 9001, 14001, and 22301, with a SOC 2 Type II attestation.
