Nimbus in a Flash

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 - Nimbus hears your call to action. Nimbus can be configured for any service type of your choice. On this page we explain a few core Nimbus Features so you can make an informed decision going forward.

Nimbus Key Features

Links below lead to further pages in our Knowledge Base.

Integrated with 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 to on-board remains consistent.
Quick to onboard	Once 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. Because we all know that 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 our 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 our 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 overview.

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 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.
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.
Configuration	User groups and service users are directly tied into the channel system of MS Teams and sync automatically. You can configure Opening Hours and Workflows freely for each of your services.	Enables further Settings for Outbound Service Calls and Context. Adds more Service Configuration options and Workflow Templates to pick from. Allows for Codes and Tags to be made available to your users, e.g. to track Service Status, Upselling, Task Resolutions, etc. in your Power BI historical reporting.	Enables Distribution Policies to distribute to dynamic user groups based on skills instead of relying on fixed MS Teams / Member / Owner structures. Allows for After-Call-Work (ACW) to shield users from further tasks, configured individually in the Distribution Service Settings.
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 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.	Skill-based - by defining your own 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 - 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
Provides a detailed queue with waiting time and caller ID (using MS Flow)
Pick specific calls from the Nimbus queue
Attendant Console can be easily activated as an add-on to Nimbus

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

Optional Interact integration

Nimbus also can acts as a Frontdesk directly on your website, via the use of our Interact solution.

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.

1.) A Interact customer starts the process

2.) A Nimbus-User is taking the call and sharing their screen directly with the customer

Before you start

Nimbus Interact is a separately-enabled Nimbus Feature. The configuration is done completely on the admin portal.
Customers from outside will interact with Nimbus users directly via website widget. The allowed websites and the embed code are configured in Interact Domain Templates (CORS).
If you want to use this feature, please refer to Use Case - Setting up Interact for a step-by-step-guide.

This feature is still in experimental / beta stadium. Performance and usability are still being evaluated by our users. Bugs and changes may occur. Both scope and design may still change significantly.

Head over to our official Luware Interact product page to learn more.

Power Automate Connector

Nimbus is easily integrated with other Microsoft applications by using the Microsoft Power Automate Connector.

Nimbus supports MS (Microsoft Power Automate) by providing a separate Connector called "Luware Nimbus".

Some possible use cases could be:

A Simple Notification: Retrieve Nimbus Task -> Task gets Lost → Trigger an E-Mail
Live-Data Exchange during Calls: On Updated Nimbus Task → Retrieve caller Info → Request Task Details from your CRM or User Directory → 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

Preconditions

A Microsoft Power Automate subscription with "Premium Tier" license is required to set up the necessary connectors in your Flows.
Note that the pricing for these accounts is determined by Microsoft and outside your Luware subscription.
Flow interaction requires an existing Nimbus service / team to be provisioned on your tenant. Power Automate Trigger Events react to activities in currently active Workflows – as defined per Workflow Service Settings. More on this in the Trigger Events chapter below.
You need either Team Owner or Tenant Administrator to set up these Flow tasks.
We recommend setting up flows as a Tenant Administrator as you have full access to services and related data entities within their respective Organization Units. This is also reducing the risk that flows stop working as data entities move or become unavailable due to permission constraints. More info on this in the "User Access per Role" chapter below.