Luware & Microsoft Teams: Get the most out of your communication platform!
Microsoft Teams has long been established in many organisations – initially for collaboration, then for meetings, and increasingly for telephony too. But what happens when organisations want more? This is exactly where Luware comes in, taking Microsoft Teams to the next level!
Here at CANCOM Austria AG, we are committed to innovative solutions for corporate communications – and Luware is our strong partner in this endeavour!
With Luware, we bring together all modern communication channels on a single central platform – and this goes far beyond telephony:
- Intelligent call routing
- Targeted distribution of emails, chats, text messages and social media (e.g. WhatsApp)
- Switchboard workstations, as frequently requested
- Automation of processes using AI
- GDPR-compliant recording with Luware Recording
CANCOM Austria has deliberately chosen Luware Nimbus as its solution for extending Microsoft Teams – and for good reason!
As a provider of a wide range of telephony systems, including Microsoft Teams, it was important for us to find a solution that integrates as natively as possible with Teams and also enhances customer service with professional features.
Luware Nimbus stands out thanks to:
- Seamless integration with Microsoft Teams
- Expansion with flexible and powerful contact centre and service features
- High flexibility for customised customer processes and easy scalability
The key benefit of Luware Nimbus lies in its all-in-one customer service solution based on Microsoft Teams: a one-stop shop with modular expansion options – from Basic to highly functional. The system is extremely stable, is securely hosted in the Microsoft Azure cloud and can be flexibly integrated with CRM, ERP or ticketing systems. The result: greater depth of functionality, seamless integration into the Microsoft ecosystem and noticeably higher customer satisfaction.
Choosing the right contact centre architecture model on Microsoft Teams is crucial:
Connect quickly links existing systems to Teams. Extend directly adds contact centre features such as intelligent routing to Teams. Unify fully and natively integrates all processes, channels and tools into Teams – for maximum efficiency and user experience.
Each model offers specific benefits, depending on your requirements and the desired level of Teams integration!
With NimbusOne, Luware is setting new standards for contact centres on Microsoft Teams: the Unify approach brings all functions together centrally within the Microsoft environment – from the admin interface to AI – in a flexible and scalable way. Thanks to open Unify APIs, developers benefit from maximum flexibility. Particularly exciting: CTI widgets enable direct call handling within CRMs such as Dynamics or Salesforce. A true ‘one platform’ approach that offers genuine freedom of choice and the best user experience.
CRM, ERP and ticketing systems can be seamlessly integrated into NimbusOne and Unify Contact Centre on MS Teams! This usually requires a cloud-based CRM, such as Dynamics 365. Power Automate Connectors provide rapid integration, whilst REST APIs and web requests enable flexible scenarios. Whether it’s customer data in the Teams client, automated ticket creation or ERP integration – there are many ways to centralise and automate processes.
Luware NimbusOne brings state-of-the-art AI and automation to the contact centre on MS Teams: self-service bots, live transcription, automatic summaries, agent support with suggested responses, live translation and centralised control via the MCP interface. These features take the strain off customer service teams, boost efficiency and open up new possibilities – from 24/7 service bots to multilingual support, all seamlessly integrated into Teams. Our experience shows that with Luware and tools such as Power Automate, the possibilities for integration are virtually limitless!