Nimbus offers different license types for services and users, with according Nimbus Features respectively tied to each license. Refer to the table below to learn about the differences.
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Advanced Routing |
Direct Call Handling1 |
Enterprise Routing |
Contact Center |
| Description | By default Nimbus is provisioned as a "Advanced Routing" service. | Brings the Enterprise Routing feature set to direct Microsoft Teams calls. Each licensed user gets a personal Direct Call service, created automatically. | 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. | Individual users who receive calls on their personal number but need advanced routing, reporting and supervision features. | Extended teams with dedicated support and sales capabilities, tied into external CRM / Service Desk systems. | Contact Centers or Priority Services with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called. |
| Task and Call Distribution |
Based on “Queue” Workflow settings and user presence states. Tasks are distributed to all users equally (round-robin, longest-idle first). Workflows allow for flexible routing between services, each with their own distribution type, IVR and set of opening hours. |
Personal Direct Call Handling service with one owning user as its only member. User-defined forwarding rules decide routing of calls by Teams presence, time window or unconditionally: ring the user, go to voicemail, forward to an external number or another Nimbus service, or execute a workflow. Configurable per individual Direct Call User Settings. |
Adds dynamic task handling to workflows. Allows you to check and react to the task queue status, e.g. to re-distribute long-waiting customers to backup services. Optionally, Task Queue and Distribution can be handled on a "first-to-pick-up" basis for higher throughput. |
Enables Skill-based user routing - freely allowing you to define Skills and Responsibilities your as criteria for task distribution. Tasks are distributed based on Distribution Policies in your services, ensuring that only users with matching skills are pooled dynamically. |
1 Direct Call Handling is not a distinct service license. The license is held by the user (base Nimbus license plus the Direct Call Handling add-on). Nimbus automatically creates a personal Direct Call service for each licensed user; which does not consume a regular service license.
✅Related Licensing Actions
License changes on Services may involve adjusting your User license distribution as well.
💡 For example: Any Contact Center service also requires at least one Contact Center licensed user in order to operate and make use of the new features that the service provides. For a direct comparison of features, licenses and additional addons and apps, visit our Nimbus Features page. Once ready, visit the License Management page plan your license usage and redistribution.
Addons and Apps
INC Add-ons and Apps
| Addon / App | Features included… | …for Services | …for Users |
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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. | |||
| 🔎 Adds separate features, can be licensed per user. | |||
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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. | |||
| 🔎 Adds separate features, can be licensed and enabled per user and/or per service. | |||
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Assistant runs in your browser as a small UI extension, or as standalone Assistant App, which offers additional features: | ✔️ | |
➕ In-Browser, within the Nimbus Portal UI: Allows RONA or Responsibility Profiles management. | |||
➕ Installed as standalone App: Removes the need to have Nimbus open in your browser at all times. The App will automatically show context and trigger web requests on incoming Nimbus tasks. | |||
| 🔎 Can be licensed per user. Included with Contact Center license. | |||
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AI-driven features that guide your administrators and assist your users: | ✔️ | ✔️ |
➕ Guided administration: Companion Interface with Knowledge Assistant and Configuration Assistant, for product answers and setup help. | |||
➕ Assisted conversations: Transcription, Summarization and Codes and Tags suggestion for your users. | |||
| 🔎Adds separate features, requires a separate service license and per-user license. |