Welcome to Luware Nimbus
Thank you for choosing Luware Nimbus as your CX orchestration platform. Start here if you want to learn more about what Luware Nimbus can do for you and how it empowers you to orchestrate your customer service experience.
Get More out of Your Microsoft Ecosystem with Luware Nimbus
Luware Nimbus is an Extend-certified Micosoft-Teams native application. Luware Nimbus works with Direct Routing, Calling Plan, and Operator Connect, and uses the Microsoft Teams phone system for all contact center calls and call control experiences. The solution is fully integrated into the Azure ecosystem and data is hosted in strategically located clusters in Switzerland, Germany, Western Europe, UK, US, and Australia.
To enhance your contact center with state-of-the-art speech capabilities, automation, and AI tools, Luware Nimbus further leverages Microsoft Cognitive Services and Azure AI Foundry.
A Little Bit of Company History
Our story began in 2010 at the University of Rapperswil. Founders Michael Jakob, Andreas Kobler, and Philipp Beck developed a bachelor’s thesis exploring whether Microsoft Office Communications Server (the predecessor to Skype for Business and today’s Microsoft Teams) could be combined with a contact center solution.
Their proof of concept demonstrated not only that it was technically feasible, but also that there was real market demand. The first customer, Medicall, quickly expressed interest in adopting the solution and so Luware was born.
What started as a small team of four developers and one sales person working out of Technopark Zürich has grown organically into a global organization with more than 150 employees serving over 1,200 customers worldwide. Today, Luware Nimbus routes more than 10 million calls per month and supports over 100,000 users across all industries ranging from the public sector to financial services.
Certified Microsoft Partner
A strong relationship with Microsoft has been instrumental throughout our journey. As a certified contact center vendor and long-standing Microsoft partner, we ensure that Luware Nimbus remains secure, reliable, and continuously aligned with the latest Microsoft innovations.
Luware won the 2012 and 2025 Microsoft Partner of the Year award in Switzerland and holds multiple industry-recognized certifications and memberships, including SOC 2 Type II, ISO 9001, ISO 27001, ISO 14001, Microsoft Teams Certified, Microsoft Financial Services AI Certified Software, Modern Work Certified Software, and Cloud Security Alliance membership. We also participate in the Security, Trust, Assurance, and Risk (STAR) program to maintain the highest standards of security, compliance, and operational excellence. Learn more about Luware's certifications here.
Luware Nimbus Licenses and Features
Luware Nimbus orchestrates customer service experiences across different communication channels – from voice to web chat. Going beyond the traditional contact center setup, it supports the whole company — from reception to the helpdesk and sales teams, and customer service representatives — with intelligent voice capabilities, comprehensive automation, and AI functionality. This enables you to seamlessly manage and deliver consistent customer experiences on a single platform.
To perfectly cater to your use case, Luware Nimbus offers a flexible and modular licensing structure.
A core routing license serves as the foundation of the solution, which can further be expanded with a range of add-ons to enable specialized functionality.
🔎 See Nimbus Features for detailed information about Luware Nimbus.
🔎 In the Focus Feature series you can also learn more about the business use cases of different Nimbus features.
Product Updates & Maintenance
Luware Nimbus is continuously enhanced with ongoing improvements and the regular addition of new features. Although updates can be disruptive and third-party dependent, we strive to be transparent in our approach to our communication and technical implementation. We follow an agile approach, which means that scope and priority changes may occur on short notice.
Luware Product Management Policy
- Disruptive updates are announced in advance through newsletters and the Luware Status Page, which also provides information on scheduled maintenance and unexpected service disruptions.
- Release Notes are published in a timely manner and documented, enabling both Support teams and customers to reference a consistent product baseline.
- A regular update cadence supports clear attribution of changes, faster issue resolution, and structured incorporation of customer feedback.
- Updates are scheduled outside peak business hours whenever possible, with staged rollouts across time zones and clusters to minimize operational impact.
🔎 Visit Luware Nimbus Roadmap to find out what we've planned for Luware Nimbus this year, including further administrative enhancements and powerful new automation capabilities.
Release Types and Versions
The Latest Release Notes reflect recent improvements and changes made to Nimbus. They are distinguished by baseline, major, and minor releases.
All customers operate on the same product version. Updates are typically delivered through a staged, sequential rollout across clusters over several days to ensure stability and minimize risk.
Deployment activities are primarily handled by the Luware Ops team. Any deviations from the standard process—such as extended staged deployments—or required customer-side actions are communicated in advance. Notifications are shared through the Knowledge Base, the Luware Status Page, and direct communication to affected customers.
The following table explains our release types in further detail:
Type of Release |
Description |
Usual cadence |
|---|---|---|
| Major Release | A major release consists mainly of new features from our roadmap. Major releases are usually accompanied by very large updates to both our Release Notes and Knowledge Base, moving previous major releases into the Release Note History at the same time. | Semi-Monthly / Quarterly |
| Minor Release | A minor release contains hotfixes and smaller and feature improvements on existing features. Hotfixes usually refer to – and supplement – existing Release Notes. | Multiple times per month |
🔎About our Versioning
The product version is located at the bottom of the Luware Nimbus login page:
🤔 What can I read from this?
The version indicates when the product was updated (see table below). Note that this is purely technical information. We always provide clear dates in our Latest Release Notes communication (e.g. Update on ).
You can interpret the Luware Nimbus version info as follows:
| Example version: 1.0.22308.6 | |
|---|---|
| 1.0 | Baseline Version |
| 22 | Year |
| 308 | Day in the year |
| .6 | Build on that day |
Technically, every change to Luware products is accompanied by a version change. The detailed build version shown in the Luware Nimbus application itself is only used for technical communication and to attribute code changes to changesets.
💡Good to Know:
- In the Latest Release Notes, a simple 1.xx minor/major versioning structure is used to summarize the most relevant changes for customers and end-users. Unless otherwise stated in the release notes, all productive environments (clusters) are updated to this version simultaneously during maintenance.
- The publication of new release notes signals the conclusion of a version update. Between releases, changes to the system are avoided so that any newly identified issues can be clearly attributed to a specific change.
How Luware Nimbus Handles Your Data
🔎 This section provides a brief overview of our white paper documentation. For more detailed information, about the Luware Nimbus architecture, security and the official Luware Privacy Policy, please refer to Documents.
User Access and Authentication
Luware Nimbus provides a single sign-on (SSO) experience for all users, using Microsoft O365 as the directory. Authentication is handled through Microsoft Entra ID using the industry-standard OAuth2 authentication flow.
Access to data is controlled using Organization Units, ensuring users only receive information on a need-to-know basis for their specific team or service. Customers (or their integration partners) manage access themselves through predefined Role Based Access Control policies provided, so that Luware does not need to access or handle user credentials outside the customer’s environment.
Call Handling and Reporting
Luware Nimbus integrates with Microsoft Teams using a fully API-based approach through the Microsoft Graph API. This allows Luware Nimbus to manage presence status, call handling, and call functionality directly within the Teams client. As a result, users use Microsoft Teams as their single working interface—there are no extra call pop-ups, no switching between applications, and no additional training required.
Luware Nimbus remains in the background – either as an (optionally) installed personal app, or a team-oriented tab in your Teams client to provide call context and live reporting data.
As extended contact center solution, Luware Nimbus never touches the call itself. Instead it just "tells" MS Teams what to do with it. By doing so, the media stream stays inside the customer’s Teams tenant. This approach provides several benefits:
- Security and encryption are fully handled by Microsoft.
- The entire process—presence, calls, and call handling—remains inside Microsoft Teams.
- Call handling follows the company’s GDPR and internal data policies.
- Since both the customer environment and Teams infrastructure run in Microsoft Azure, network delays and jitter are minimized, ensuring high audio quality.
During live call sessions, Luware Nimbus provides a Microsoft Power Automate Connector to read and store parameters. This enables you to connect to third-party systems such as CRMs or customer directories to provide additional data for internal Luware Nimbus users. Usage is optional, and follows the same access and authentication concepts as described above.
Data Storage
Geographically distributed datacenters in Azure enable Luware to meet the customer’s needs regarding home-country legislature, reduce network latency, and allow for geo-redundant backup and failover. Data is securely exchanged between Luware’s cloud infrastructure and the customer's tenant via the Graph API. An OData interface is provided to extract Reporting data for historical reporting purposes via Power BI. Luware provides a pre-configured Power BI Template and instructions to connect to this interface. Usage is completely optional and follows the same access and authentication concepts as described above.
All customer configuration and reporting data (including voice messages) are stored and maintained in the shared Luware Nimbus Cloud infrastructure. This structure is segregated logically by individual Luware Nimbus applications in order to keep the data demarcated, private and secure. Data within the Luware Nimbus application is retained for the purpose of system operation and reporting. Luware does not store your customer data other than PSTN and Voicemail records. Data retention policies are in place to ensure that data is only kept as long as necessary to serve its purpose.
🔎Related Content: For more details on reporting data retention duration, backup, security and disposal, refer to the Nimbus Whitepapers located on the Documents page. Our Nimbus Reporting section also gives insights on how historical call-data is being stored and accessed.
Support
To ensure you receive the most effective assistance, please contact the appropriate support channel:
- Find answers in the FAQ.
- See Installation Prerequisites for setup requirements.
- Check out Luware Nimbus Installation for detailed guidance.
- Find white papers and licence agreements in Documents.
- Contact the Helpdesk if you can’t find answers to your problems.
- Check the status of Luware Nimbus .
- Visit Luware’s website for product information and insights.