Nimbus offers different types of service licenses, tied to a set of individual Nimbus Features respectively.
Deciding which service type to choose
Refer to the table below to learn about the differences in service licensing.
| 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 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. |
| Task and Call Distribution |
Based on “Queue” Workflow settings and user presence states. 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 the task queue status, e.g. to re-distribute long-waiting customers to backup services.
Optionally, Task Queue and Distribution can be handled on a "first-to-pick-up" basis for higher throughput. |
Enables Skill-based user routing - freely allowing you to define Skills and Responsibilities your as criteria for task distribution.
Tasks are distributed based on Distribution Policies in your services, ensuring that only users with matching skills are pooled dynamically. |
✅ Related Licensing actions: 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. Visit the License Management page to gain an overview of your license distribution.
🔍 For a direct comparison of features, licenses and additional addons and apps, visit our Nimbus Features page.