💡The following page explains some of Nimbus' key features that will help you make an informed decision.

Nimbus is a Luware cloud-based solution that integrates seamlessly with Microsoft Teams to act as a customer communication service application. From intelligent routing of company numbers, efficient call transfers, distributed call routing to teams, up to building complex contact centers – Nimbus hears your call to action. Nimbus can be configured for various Service Types according to your own choice. 

Nimbus key features

💡Links below lead to further pages in the Knowledge Base.

Nimbus service types

Depending on your needs, Nimbus supports various service types. You can also compare them via our Nimbus Features table. 

INC Nimbus Service Types

Base Licenses

	Advanced Routing	Enterprise Routing	Contact Center
Description	By default, Nimbus is provisioned as an "Advanced Routing" service, each with individual Task Queue and Distribution settings.	Enterprise Routing offers more workflow flexibility and additional call context support.	Contact Center offers skill-based routing outside of single-service constraints with high user flexibility. Prioritize your calls to create VIP- and Emergency hotlines.
Target audience	Collaborative teams and customer services requiring flexibility with minimal setup effort.    Nimbus Service users and MS Teams members stay in sync automatically.	Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems.   Nimbus Service users and MS Teams members stay in sync automatically.	Contact Centers or Priority Services handling specialized tasks regardless of customer time zone or service called.   Users and roles are manually assignable, acting independently from MS Teams.
Configurable Nimbus Features	✅ For each of your services, you can freely configure Opening Hours and Workflows. ✅ Each user gets easy access to the Nimbus Personal App and Nimbus Teams Tab, seamlessly integrated into the MS Teams client experience. ✅Each service team has access to its own Dashboard with KPI metrics, impacted by indivdiual Distribution Service Settings.	✅Enables Outbound Service Calls and caller Context. ✅ Adds further Service Configuration options and Workflow Templates to pick from. ✅Extends your users My Sessions view with Codes, Tags and Context, allowing for more detailed call experience that includes task / upselling note taking for your your Power BI historical reporting.	✅ Define dynamic teams based on skills and advanced User Roles instead of relying on fixed MS Teams / Member / Owner structures. ✅Assign users as customizable “Agents” with indivdiual Responsibility Profiles. ✅Access to customizable Dashboards with individual widgets and filters for KPI monitoring. ✅Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings. ✅Enables User States tracking for extended Reporting capabilities.
Call distribution	Based on "Queue" Workflow settings and user presence.   💡Tasks are distributed to all users equally (round-robin, longest-idle first). 💡 Workflows allow flexible routing between services, each with their own distribution type, IVR, and set of opening hours.	Adds dynamic task handling to workflows.    💡Allows checking and reacting to a caller's queue status, e.g. to re-distribute long-waiting tasks to backup services. 💡Optionally, tasks can be handled on a "first-to-pick-up" basis for higher throughput.	Enables skill-based user routing.    💡Freely allows you to define your Skills and Responsibilities as criteria for call distribution. 💡Calls are distributed based on Distribution Policies in your services which ensure that users with the matching skills are pooled dynamically.

Additional Add-ons and Apps

These add-ons and apps can be additionally added to your License Management and distributed among your services and users.

💡 Note that adding add-ons and apps entails additional license costs.

INC Addons and Apps

Attendant Console	Allows the user to act as a front desk operator.    ✅Get access to extended Address Book searches. ✅Support Call Handling scenarios (e.g. Safe, Blind transfer, Consultation calls). ✅Customizable contact groups with note-taking capabilities. 🔎 Attendant Console can be activated via User Administration per user.
Interact	Allows direct interaction widgets on your website   ✅Remove the need of additional software on customer side. ✅Optionally avoid service queues if you want customers to directly interact with your users. 🔎 Learn more on our Interact Solution page. 🔎 Interact can be activated per user via User Administration or service via Service Administration.
Assistant	Assistant runs in your browser as a small UI extension, or as standalone Assistant App1, which offers additional features:   ✅ In-Browser, within the Nimbus Portal UI: Allows as RONA or Responsibility Profiles management.   ✅ Installed as standalone App1: Removes the need to have Nimbus open in your browser at all times. The App will show automatically show context and and trigger web requests on incoming Nimbus tasks2. 🔎1 Nimbus Assistant comes with your Contact Center license and can be activated individually per user via User Administration.  🔎2 Configurable as user-individual Direct Call Templates or service-wide Service Call Templates. Learn more about this by visiting Assistant Configuration and Use Case - Setting Up Assistant.

The UI - all you need, one click away

During a busy day, the Dashboard is there to access everything your team needs. Handle incoming calls, monitor KPI, manage team member availability – everything is one click away. The User Interface of Nimbus is designed to keep learning efforts and click-depth to a minimum.

Optional: Attendant Console integration

Nimbus integrates with Attendant Console, our one-click call transfer solution.

• Attendant Console is integrated into Teams client and available on all devices, e.g. Chrome Books
• Attendant Console provides a detailed queue with waiting time and caller ID (using MS Flow)
• You can pick specific calls from the Nimbus queue
• Attendant Console can be easily activated as an add-on to Nimbus

Optional: Interact integration

Luware Interact is a solution that incorporates chat, voice and video calls directly into a website without any plugins. Users of Nimbus receive the customer interactions directly in their Teams client. From a customer perspective, the Interact UI is very simple to use, directly embedded as a code-snippet on a website. The customer engages on a simple setup process and starts talking directly with any user of Nimbus within their Teams client.

Interact currently supports the following modalities bi-directional and without any further browser installation requirements:

• Chat
• Voice
• Video
• Screen sharing

1.) An Interact customer starts the process

2.) A Nimbus user is anwering the call and sharing their screen directly with the customer

Power Automate / Flow Connector

Nimbus can be easily integrated with other applications (e.g. CRM, Ticketing, Databases) by using the Nimbus Power Automate Connector. Some possible use cases could be:

• A simple notification: Retrieve Nimbus task → Task gets lost → Trigger an email
• Live-Data exchange during calls: On updated Nimbus task → Retrieve caller info → Request task details from your CRM or user directory → Update the Task details
• Call-routing according to lists and parameters: e.g. VIP or blacklist handling of calls based on whitelists/blacklists you keep within your service team