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Luware Nimbus for Microsoft Teams

Luware

Nimbus adds call queueing, presenced based routing, reporting functions and a switchboard to Teams

Luware Nimbus Advanced Routing for Microsoft Teams is a Azure based cloud service with no requirement for on premise equipment by the customer.

  • Nimbus seamlessly distributing calls to Teams users based on their Teams presence status (Green = Available, red=busy, grey=away).
  • Nimbus calls go directly to the responsible Teams user, exclusively as a native Microsoft UC call, using only the Microsoft Teams client.
  • Nimbus offers both “Longest Idle” and “Simultaneous Ring/Broadcast” for call distribution with the ability to overflow if required.
  • Team leaders manage the teams from their desktop in real-time, without the necessity of escalating to the IT helpdesk or 3rd party vendors
  • Supervisors can manage open hours and holidays easily, changing announcements or forwarding targets and Team member participation directly from their Microsoft Teams client.
  • Key Performance Indicators (KPI)’s are displayed on a simple to manage dashboard within the MS Teams client.
  • Beyond Nimbu’ voice IVR (Interactive Voice Response) menus, Nimbus also offers ICR- (Interactive Conversation Response) services to ensure that Microsoft UC Instant Messaging (Chat) requests are also able to be directed to the responsible Team.

Why Nimbus?

  • Improve productivity, customer satisfaction rates and reduce the overall costs to serve the customers
  • Gain valuable management information to help improve agent / staff call handling
  • The users require ONLY the Microsoft Teams client for personal and team calls
  • Microsoft Team and service presence is now visible
  • Simple administration
  • Low provisioning and running costs
  • Quick setup and deployment

Using Nimbus Advanced Routing, customers can:

  • Optimize processes to handle service requests
  • Increase availability of the organization for customers
  • Balance the workload of the organisation
  • Improve after-hours call management
  • Gain better adoption of the Microsoft Teams environment
  • Complement their Microsoft UC strategy

About Luware:

Luware has been a leading developer of innovative contact center solutions natively integrated into Microsoft’s Unified Communication platforms since 2010. Luware is committed to supporting Microsoft’s UC customer adoption of cloud services.

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