📆Expected in April

Companion goes to General Availability

With the coming update, we close the Nimbus Companion preview program and Nimbus Companion becomes generally available to Nimbus customers. Use automated transcription to create a written record of all your incoming audio calls. Let your agents catch up fast on those longer conversations, by providing an AI-powered summarization directly in the UI. With an existing transcript, Companion can also reduce the distracting busywork in your agent's after-call work by automatically suggesting codes and tags best suited to the current conversation.

🆕What will be added to Nimbus?

With this feature, the following configuration options become available in Nimbus: 

• New optional Companion Features (Transcription, Summarization, Codes & Tags AI Suggestions) become generally available for Companion licensed user
• New individually enabled Companion Service Features (Transcription & Summarization) become generally available, configurable per service. 
  💡"Live Captioning" features remain in preview and will require an additional license.
• New optional “Companion Context” fields for Primary and Secondary Codes, allowing you to describe how Companion should suggest codes after a transcribed inbound call.

Nimbus Virtual Users Now Available for Outbound Call with Workflow

Nimbus Virtual Users can now be used in outbound workflows. This enables automated, AI‑driven outbound calls that follow the same configurable workflow logic as inbound scenarios—ideal for proactive customer interactions, surveys, session follow‑ups, or call campaigns without immediate agent involvement.

🆕What will be added to Nimbus?

• The “Add Virtual User” workflow activity becomes available for Outbound Audio/Video workflows.

Automatic Voicemail Transcription

Save agents from sitting through lengthy voicemail recordings before returning missed calls. With automatic voicemail transcription using Azure Speech Services, transcriptions can now be shown directly in the Nimbus UI (Customer Insights) and delivered as Adaptive Cards in your preferred MS Teams channel, so that agents can quickly skim the message and pick up the phone knowing what the customer needs.

🆕What will be added to Nimbus?

• A new Service Setting to automatically transcribe voicemail, configurable per service
• With the feature enabled, transcription-enriched Adaptive Cards will be posted to the service's MS Teams channel

Keep Track of Initial Entry Point of a Call

When a call passes through multiple hands, critical context can get lost. Nimbus now preserves the original number or identity from the moment a call first enters your system, giving agents transparency into where a call was originally received, even if it was later forwarded to a Luware Nimbus service. This also allows intelligently routing calls to preferred agents, ensuring that customer hear a trusted voice.

Some application scenarios for this feature are:

• Preferred User Routing - If a call was originally received by a specific employee, that employee can be prioritized for callbacks or routing decisions.
• Call flow transparency - Agents immediately understand that the call was not originally intended for them, but was forwarded or escalated.
• Process Automation - Power Automate flows can branch based on where the call initially entered the organization.
• Resource analysis - Gain insight into which MS Teams numbers are actually used, even if calls end up in services.

🆕What will be added to Nimbus?

• New System Parameters: Original Called Number / Original Called Target Type (User / Resource Account / Service)
• Possibilities to show and use the System Parameters in various areas such as Nimbus Workflows, Power Automate Connector, My Session Page.

Export Service / User Configuration Data 

Managing audits and operational reviews just got easier. A new export functionality in the Nimbus Service and User Administration lets you capture individual settings as snapshots. This way, you can now keep track of changes over time and see a personal history record. And because the export is powered directly by the internal Nimbus API, you can trust that what you see is what you get: the exact same configuration data — workflows, settings, and licenses.

🆕What will be added to Nimbus?

• New CSV and JSON export buttons in the Nimbus Service and User Admin UI
• Possibility to bulk-export into single files