Luware has launched NimbusOne for its cloud contact centre platform. Microsoft has also certified Luware Nimbus for Unify.
The certification puts Luware among 10 organisations worldwide approved for the Microsoft integration model behind the new client.
NimbusOne is designed to let contact centre staff work in the software environment that suits their role, including Salesforce, Microsoft Dynamics 365, a dedicated agent desktop or Microsoft Teams. It sits within Luware Nimbus, the company's cloud contact centre platform built for Microsoft Teams.
The launch aims to address a common contact centre issue: staff switching between communications tools, customer relationship management systems and separate desktops during calls. This can slow agents down and leave IT departments supporting multiple systems.
Under the new model, workers who already handle calls effectively in Teams can stay there, while sales, service and other specialist staff can use NimbusOne inside their CRM or a tailored desktop. The interface can also be adapted by role so agents see only the tools relevant to their work.
IT teams manage both the Teams-based setup and the new client through a single administration centre. Luware says this is intended to reduce support and training demands compared with running separate systems for different groups.
AI in calls
The launch also adds live AI transcription and summarisation during calls. Notes are prepared by the time a conversation ends rather than generated afterwards.
According to Luware, this is enabled by the Unify model processing calls directly in Microsoft Azure Communication Services. The company says this can also reduce the time it takes for calls to be received in high-volume contact centre settings.
Another feature is what Luware calls dual persona. This separates customer-facing work from day-to-day internal communications on the same phone system, so customer calls are handled in NimbusOne while personal calls, meetings and chats remain in Microsoft Teams.
The client is accessible and available in multiple languages. It is available immediately for new and existing Luware Nimbus customers.
Partner route
The product also has implications for resellers and IT service providers working with companies already using Microsoft 365. Because Unify allows organisations to keep their existing Teams Phone telephony and numbers while agents work in a dedicated contact centre application, partners can add contact centre services without replacing the wider communications environment.
Zurich-based Luware employs 170 people and says it serves more than 1,200 customers worldwide. Its business focuses on customer service and compliance recording tools built for Microsoft Teams, with offices in London and New York.
Michael Jakob, Co-Founder and Chief Technology Officer, outlined the company's rationale for the launch.
"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 Chief Technology Officer, 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."