Luware Nimbus

Luware Nimbus is Luware's Microsoft Teams-native contact center and customer experience platform. It adds enterprise-grade calling, intelligent routing, and omnichannel contact center capabilities directly inside Microsoft Teams, turning the environment your teams already use into a single hub for customer service across voice, live chat, email, and social media.
Built cloud-native on Microsoft Azure and Microsoft-certified, Luware Nimbus uses a flexible, modular licensing model, so organizations mix and match modules and add-ons to fit anything from a single reception desk to a global contact center. It connects to existing CRM and ticketing systems through Power Automate and carries SOC 2 Type II, ISO 27001, and M365 certifications, with 99.99% guaranteed availability and 24/7 support. Core modules include intelligent task routing, omnichannel queues, an attendant console for reception, live chat, a visual workflow editor, and live and historical reporting with customizable dashboards.
Luware Nimbus now pairs automation with augmentation through two AI modules:
Virtual User fully automates low-complexity, routine, and repetitive interactions, often resolving them end to end without a human agent joining the conversation.
Nimbus Companion supports contact center employees during more complex interactions through an AI orchestration layer that directs each task to the most suitable AI service. It provides real-time transcription and live captioning, concise conversation summaries, and automatic suggestions for codes and tags, then moves transcripts and summaries into systems like your CRM. Companion is modular, so teams turn on only the AI services they need, with sentiment analysis, performance analytics, and translation on the roadmap.
Together, Virtual User and Nimbus Companion let teams automate the simple work and bring AI insight to the complex tasks, keeping contact center agents focused on customers while AI handles the routine load.