Nimbus Extend – in the following called just “Extend” – is one of the two Microsoft Teams contact center integrations of Luware Nimbus. It is built for organizations that follow a Microsoft Teams-first strategy: Microsoft Teams stays the primary workspace, and Nimbus adds customer engagement capabilities to it.
Extend does not replace the Microsoft Teams client and it does not introduce a separate agent application. It adds service routing, queueing, workflow orchestration, callback handling, reporting, dashboards, automation and AI-assisted capabilities to the Teams environment your users already work in.
How does it work?
How Extend works
Extend is the Microsoft Graph-based communication integration model of Nimbus. Microsoft Graph provides the integration foundation: through Graph-based communication and collaboration integration, Nimbus aligns customer engagement workflows with Microsoft Teams users, Teams context, presence information and related Microsoft 365 services.
The result is a single workspace experience. Collaboration communication (meetings, chats, internal calls) and customer engagement communication (queued interactions, transfers, service workflows) are both handled in Microsoft Teams, while Nimbus orchestrates the customer engagement side behind it.
| Architectural aspect | Extend |
|---|---|
| Microsoft foundation | Microsoft Teams and Microsoft Graph |
| Communication integration model | Microsoft Graph-based communication integration |
| Primary user experience | Microsoft Teams |
| Strategic positioning | Organizations with a Microsoft Teams-first strategy |
| Operational philosophy | Customer engagement as an extension of the Teams workspace |
| Nimbus responsibility | CX orchestration, service routing, workflow automation, reporting, automation and AI capabilities |
What are the benefits?
Benefits of Extend
Extend keeps the customer engagement capabilities that users already know.
➕ Maximum alignment with Microsoft Teams. Teams adoption, governance models and user familiarity are preserved end to end.
➕ Low adoption barrier. Users keep working in the client they already use every day — there is no second application to learn, roll out or support.
➕ Collaboration and customer engagement stay connected. An agent can escalate to a colleague, start a chat or pull in an expert without leaving the workspace the interaction lives in.
➕ One workspace to manage. Device management, client deployment and endpoint policies remain a Microsoft Teams concern.
➕ Microsoft 365 context out of the box. Teams users, Teams context, presence and related Microsoft 365 services are available to customer engagement workflows through Microsoft Graph.
➕ Full Nimbus CX orchestration. Services, routing, queueing, workflows, callbacks, dashboards, automation and AI-assisted capabilities all apply.
➕ No platform trade-off. Extend uses the same reporting model, administration model and governance framework as Nimbus Unify.
Who is Extend for?
When to choose Extend
Extend is the choice for if Microsoft Teams remains the primary workspace.
✔️ Microsoft Teams is your employee workspace and should stay that way for customer-facing users too.
✔️ Customer engagement and internal collaboration are closely intertwined — service teams, expert lines, back-office and hybrid roles that both collaborate and take customer interactions.
✔️ Teams governance, compliance and device management models are already established and should also cover customer engagement.
✔️ Rolling out and supporting a second client would add more friction than adjusting your existing MS Teams workspace.