Note

Features exclusively available in Enterprise Routing or  Contact Center are marked accordingly throughout the pages and chapters in our Knowledge Base.

Features by service type



Advanced Routing
(Standard)

Enterprise Routing

Contact Center

Workflow Activities
Accept Conversation(tick)(tick)(tick)
Announcement(tick)(tick)(tick)
Input Customer(tick)(tick)(tick)
Collect Information(error)(tick)(tick)
Play Music(tick)(tick)(tick)
Disconnect Conversation(tick)(tick)(tick)
Voice Message(tick)(tick)(error)
Transfer(tick)(tick)(tick)
Check Opening Hours(tick)(tick)(tick)
Availability Based Routing(error)(tick)(tick)
Check Parameter (Parameter-based Routing)(error)(tick)(tick)
Queue(tick)(tick)(tick)
Queue Task(error)(tick)(tick)
Check Task(error)(tick)(tick)
Cancel Task(error)(tick)(tick)
"Call Distribution" Workflow Activity Options
Broadcast(tick)(tick)(tick)
Pickup(error)(tick)(error)
Direct(tick)(tick)(tick)
Workflows and related Features
Basic Call Templates(tick)(tick)(tick)
User Input(tick)(tick)(tick)
IVR Transfer Templates(tick)(tick)(tick)
Opening Hours (tick)(tick)(tick)
Context and Codes
Tags(error)(tick)(tick)
Primary and Secondary Codes(error)(tick)(tick)
Context URLs(error)(tick)(tick)
Custom / Context Parameters(tick)(tick)(tick)
Service Features
After Call Work (ACW)

(error)

(error)

(tick)

Outbound Service Call(error)(tick)(tick)
Service User assignment 
None(tick)(tick)(tick)
Microsoft Teams Team based (tick)(tick)(tick)
Skill-Based Distribution via Profiles and Policies

(error)

(error)

(tick)

User Features
Assign User Skills and Levels

(error)

(error)

(tick)

Global Duty Profiles (Contact Center Assistant)

(error)

(error)

(tick)

Monitoring and Reporting Features
Nimbus Personal App(tick)(tick)(tick)
Service Team Dashboard(tick)(tick)(tick)
Personal Service Owner KPI Personal Dashboards

(error)

(error)

(tick)

Service Team Reporting(tick)(tick)(tick)
Power BI data connector and template(tick)(tick)(tick)
Options and Integrations
Microsoft Power Automate Connector(tick)(tick)(tick)

Optional Feature

Can be activated via Service Settings , enabling Attendant Console in the main menu for all users of the service, e.g. to act as a front-desk operator.

(warning) Activating this feature can result in additional license cost. Learn more on our Attendant solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

Interact

Optional Feature

Can be activated via Administration for individual users, allowing for direct customer interaction embedded on your website, without the need of additional software.

(warning) Activating this feature can result in additional license cost. Learn more on our Interact Solution page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

Compliance Recording
Also see →  Recording Knowledge Base 

Additional Licensed Feature

Can be activated by Luware, catered to your compliance recording needs.

Learn more on our Solutions page and get in contact with your Luware sales representative if you require further information or a demonstration of features.

Picking your Service License

Refer to the table below to pick the correct service license based on your requirements.  Higher service license tiers always 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 context support.Contact Center offers skill-based routing outside of single-service constraints with high user flexibility.
AudienceCollaborative 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 with "Agents" that are capable of handling specialized tasks regardless of customer time zone or service called.
Configuration

User groups and service users are directly tied into the channel system of MS Teams and sync automatically.

Configuration of each service can be handled individually.


Adds more Configuration options and  Workflow Templates to pick from.

Allows for Call Context & Codes to be made available for users.

Distribution to dynamic user groups based on their skills instead of relying on fixed Teams / Member / Owner structures.

Allows for After-Call-Work (ACW) to deflect further tasks for a certain period.

Distribution

Based on the "Queue" Workflow settings and service user presence status.

Tasks are distributed to all team users equally (round-robin).

Workflows allow for flexible routing between services, each with their own distribution type, IVR and set of opening hours.

Adds dynamic workflows that can check and react to a task's status, e.g. to re-distribute long-waiting tasks to backup services.

Tasks can be handled on a "first-to-pick-up" basis for higher throughput.

Skill-based - by defining your own User Skills and Levels as criteria for call distribution.

Calls are distributed based on Distribution Profiles and Policies in your services which ensure that users with the matching skills are pooled dynamically.

(info) Service type licenses are selected via the Service Administration.