Luware Nimbus

Luware Nimbus is a contact centre and intelligent routing solution from Luware, a Swiss company, built natively for Microsoft Teams. Many organisations have standardised on Teams for internal collaboration and telephony, yet their customer service operations often run on separate contact centre platforms that require agents to switch between applications, duplicate licensing and complicate administration. Luware Nimbus addresses this by bringing contact centre capabilities directly into the Teams environment, so that service desks, reception teams and customer service departments can handle inbound interactions using the same tool they already use every day. Its approach leverages Microsoft Azure infrastructure and Teams identities, which simplifies deployment and security while enabling organisations to deliver professional customer service without introducing a separate communications stack, and allows experts elsewhere in the business to be consulted quickly during customer interactions.

Key capabilities include skills-based and attendant routing, queues, interactive voice response, callbacks, and omnichannel handling of voice, chat, email and external messaging channels. Agents can see customer information through CRM integrations with systems such as Microsoft Dynamics 365, Salesforce and ServiceNow, while supervisors use real-time dashboards to monitor queues and agent states. Power BI reporting and analytics provide historical insight into service levels, call volumes and performance trends. Additional features include call recording, virtual assistants and AI-driven transcription and summaries, as well as workflow automation through Microsoft Power Automate. Because it is a cloud service integrated with Teams, Nimbus can scale from small help desks to large, multi-department service organisations and supports compliance requirements through data hosting in multiple regions. Target customers include enterprises and public sector organisations using Microsoft Teams, including IT service desks, HR helplines, financial services firms, healthcare providers and government bodies. Pricing starts from around GBP 85 per user with a free trial available; there is no permanently free version.