Luware Introduces NimbusOne Client

Luware, a provider of Microsoft-native customer service solutions, today introduced the Luware NimbusOne client for its contact center platform Luware Nimbus.

Luware also announced that Microsoft has certified Luware Nimbus for Unify, the integration model behind the new client. With the new client, the contact center lives directly in their CRM (Salesforce or Microsoft Dynamics 365) or in a customizable agent desktop.

With the Luware NimbusOne client, everyone works in the client that fits their roles. Employees who are well served by Microsoft Teams keep using Luware Nimbus there. Those with specialist needs, such as sales and service staff who work in their CRM or agents on high-volume support and citizen service lines, use the Luware NimbusOne client instead. Its layout adapts to each role, so agents see only what they need . The client is also accessible and available in multiple languages. For IT, both clients are managed from one admin center.

For employees who use the new client, dual persona keeps customer work and everyday work apart. Each of them has two identities on the same phone system: customer calls are handled in the Luware NimbusOne client, while personal calls, meetings, and chats stay in Microsoft Teams.

The new client also brings AI into the live call. Transcription and summarization can run during the conversation rather than after it, so notes are written by the time the call ends. This is possible because Unify processes calls directly in Microsoft's Azure Communication Services.

Underpinning the Luware NimbusOne client is Microsoft's Unify integration model. Unify enables organizations to use their Teams Phone telephony and numbers while agents work in a dedicated contact center application rather than the Microsoft Teams client.

"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 of Luware, in a statement. "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."