Service types

Nimbus offers different types of service licenses, tied to a set of individual Nimbus Features respectively.

Nimbus service types. Each selection is tied to an individual license.

Note: A change in Service license settings may require changes to your user licensing as well. For example: Any Contact Center service also requires at least one Contact Center licensed user in order to operate and make use of the new features.

Deciding which service type to choose

Refer to the table below to pick the correct service license based on your requirements. Higher service license tiers include features from the previous tier(s).

	Advanced Routing	Enterprise Routing	Contact Center
Description	By default Nimbus is provisioned as a "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 and 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 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 Nimbus Personal App and Nimbus Teams Tab, seamlessly integrated into the MS Teams client experience.	Enables further Settings for Outbound Service Calls and Context. Adds further Service Configuration options and Workflow Templates to pick from. Extends your users My Sessions view with Codes, Tags and Context, allowing for more detailed call experience that includes Task / Upselling note taking for your your Power BI historical reporting.	Enables customizable Agents with indivdiual Responsibility Profiles. Define dynamic teams based on skills and advanced User Permissions 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 for flexible routing between services, each with their own distribution type, IVR and set of opening hours.	Adds dynamic task handling to workflows. Allows you to check and react 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 allowing 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.