Luware NimbusOne Client is now available for contact centers following Microsoft Unify certification

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

Additionally, 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 where teams already do work—directly in their CRM (Salesforce or Microsoft Dynamics 365) or in a customizable agent desktop.

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, according to Luware.

The new client also brings AI into the live call with transcription and summarization that 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. For high-volume contact centers, this setup means that receiving a call takes milliseconds instead of seconds, Luware said.

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

For resellers and IT service providers whose customers already run on Microsoft 365, the Luware NimbusOne client is therefore a way to grow their business with contact center services, without starting over.

“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.”

The Luware NimbusOne client is available now for new and existing Luware Nimbus customers.

For more information about this news, visit https://luware.com.