Expected in January

Improvement of our latest Features from 2025

• “Outbound Call with Workflow” functionality is now available to Enterprise Routing licensed services, to be in line with other Outbound functionality.
• Power Automate - Fixed dynamic content generation for Nimbus Companion “Summarization” features.
• Reporting - BI template improvements and more detailed OData for consultation call and direct call reporting.

Consultation Call to Service -  Stay with customers during a service call

This feature allows users to consult with a service before transferring a customer call, ensuring smoother handovers with context and parameters already included in the session. This feature also improves customer experience by reducing call drops and misrouting. For example, a support agent can confirm technical team availability and brief about necessary handover before transferring, minimizing escalations and boosting first-contact resolution.

🆕What will be added to Nimbus?

• Capability to stay with customers during an service consultation call both in Attendant Console and Assistant.
• Possibility to origin-route Workflows on the receiving service, e.g. to bypass the regular service queue or shorten announcements for incoming consultation calls from another Nimbus service.
• Admin: Adjustment to Task Management page to show the correct state of Tasks with Consultation Calls.
• Reporting: Enhancements to show data for Initial Caller details with Consultation Calls To Services.

Service Provisioning API - Scale up your services faster

The Service Provisioning API provides administrators and developers with the means to automate the setup and configuration of (new) Nimbus services. It streamlines onboarding and reduces manual effort for IT teams. A practical business case is large-scale deployments where automated provisioning cuts operational overhead and accelerates rollout.

🆕What will be added to Nimbus?

• New Nimbus API methods to GET, CREATE, COPY and DELETE Nimbus service details and all related settings.
• Support to copy skill-based user services and “no user” IVR services. 
  💡Note: MS Teams-based services cannot be copied, as they are tied to MS Teams → also see User Assignment Types.

Preview: Universal Message handler with WhatsApp integration

Instant Messaging - The new WhatsApp integration to Nimbus adds a convenient business and service communication channel for customers. This improvement increases accessibility and engagement, especially in mobile-first markets. For instance, support teams can handle inquiries via WhatsApp, improving responsiveness and customer satisfaction.

🆕What will be added to Nimbus?

• Tenant settings to integrate your service using a WhatsApp business account - in addition to the existing Interact website integration.
• Support for Nimbus Assistant / Attendant Accept, Decline, Terminate + ACW Extend IM sessions.
• WhatsApp message delivery status reflected on the Nimbus UI. 
• Additional workflow options and supported activities to route incoming Instant Messages through WhatsApp, either simultaneously or independently with Interact.
• Extensions to My Sessions and other areas of the Nimbus UI to allow users seamless interactions between existing modalities and the new Instant Messaging functionality.

Direct Call Reporting - Get reporting metrics outside of service queues

Direct Call Reporting provides visibility into calls outside of standard Nimbus service queues, especially in cases where customers prefer to directly engage with agents. It helps supervisors monitor all interactions for quality and compliance, also by improving overall reporting accuracy. A business case example is using these insights to optimize staffing and ensure regulatory adherence.

🆕What will be added to Nimbus?

• New tenant settings to enable Direct Calls tracking (Persist MS Teams Direct Calls in Reporting).
• New reporting metrics to track and distinguish Direct Calls in BI reports.
• PowerBI template updates to provide filter capabilities for Direct Calls. Customers can visit Luware.com to request the latest template.