Nimbus in a Flash

ūüí°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 ‚Äď Nimbus hears your call to action.¬†Nimbus can be configured for various Service Types according to your own choice.¬†

Nimbus key features

ūüí°Links below lead to further pages in the Knowledge Base.

Integrated into Microsoft Teams and Azure
  • Luware Nimbus expands your communication strategy with Microsoft Teams to include already existing teams as customer touch points with Nimbus services.
  • The Nimbus app seamlessly integrates into any Microsoft Teams instance by adding itself as a new tab in any Teams channel.
  • Acting as the new front-desk steward of a service team, Nimbus will distribute incoming calls and collect valuable¬†Reporting¬†metrics for that team.
  • Nimbus automatically syncs with your existing Teams and Azure configuration. As your service count grows, the administrative effort for onboarding remains consistent.
Quick to onboard
  • Once the¬†Nimbus Installation¬†is complete, further service teams can be¬†added with ease, requiring minimal administrative intervention.
  • The Software as a Service (SaaS) model of Luware Nimbus interacts directly within the Microsoft Azure cloud, allowing you to scale up without performance issues or additional hardware requirements.
  • The Nimbus user experience is fully-integrated into the Teams UI, allowing your employees to continue using their familiar communication platform with minimal training effort.
Lean and distraction-free
  • Nimbus comes with a¬†lean and modern UI¬†that puts focus on transparency, speed and ease of use. Technical details are hidden the¬†background¬†so all your team members can focus on daily business instead.
  • Too many windows and notifications can be annoying. Nimbus comes with an optional¬†personal app¬†for the Teams-Sidebar, focused on¬†your personal needs.
  • Alternatively, you can open Nimbus in your browser and keep working distraction-free anywhere with no further installation requirements.
Flexible call handling
  • Nimbus can distribute incoming team calls automatically, balancing the load evenly across currently available team members.
  • Each Nimbus service has its own¬†Service Settings¬†and¬†Configuration¬†elements to keep disruptions to a minimum.
  • Switching between¬†Workflow Templates¬†according to your needs can be done without disrupting existing calls.
  • Service Owners can configure individual¬†Opening Hours, manage playlists or enable advanced features such as Adaptive Cards¬†or¬†Outbound Service Call / Call On Behalf¬†without further administrative training.
Transparent
  • Enabled¬†Features¬†and their related reporting statistics around your team are stored in a clean and structured¬†Nimbus Tab, right within your Teams Client where daily work takes place.¬†
  • A powerful¬†Power BI¬†interface allows to connect to the Power BI Template¬†for your in-depth reporting and KPI monitoring needs.

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

  Advanced Routing Enterprise Routing Contact Center
Description By default, Nimbus is provisioned as an "Advanced Routing" service. 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. 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.
Configurable Nimbus Features
  • User groups and service users are directly tied into the channel system of MS Teams and sync automatically.
  • 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.
  • Enables customizable agents with indivdiual¬†Responsibility Profiles.
  • Define dynamic teams based on skills and advanced¬†User Roles¬†instead of relying on fixed¬†MS¬†Teams / Member¬†/¬†Owner¬†structures.
  • 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 the "Queue"¬†Workflow¬†settings¬†and user presence status.
  • 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.

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 ‚Äď everything is one click away. The¬†User Interface of Nimbus¬†is designed to keep learning efforts and click-depth to a minimum.

Nimbus Personal Dashboard

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

ūüĒć Head over to our official Luware¬†Attendant product page¬†to learn more.

 

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

 

Good to know

  • Nimbus Interact is a separately licensed¬†Nimbus Feature¬†and can be enabled individually for users and services. Please get in touch with a Customer Success partner as prior setup is required and technical limitations apply.

 

 

Info

ūüĒćHead over to our official Luware¬†Interact product page¬†to learn more about Interact.

 

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 ‚Üí Task gets lost ‚Üí Trigger an email
  • Live-Data exchange during calls: On updated Nimbus task ‚Üí Retrieve caller info ‚Üí Request task details from your CRM or user directory ‚Üí 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
With Flow connectors you can request user details and context from external systems as new users appear in the queue

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