Nimbus offers different types of service licenses, tied to a set of individual Nimbus Features respectively.
✅ 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. Visit the License Management page to gain an overview of your license distribution.
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 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 Configuration options to services and more 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.
Set up dynamic teams based on skills and advanced Roles instead of relying on fixed MS Teams / Member / Owner structures.
Access to Personal 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 tracking of User States 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 Skills and Responsibilities your 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. |
🔍 For a direct comparison of features and available options, visit our Nimbus Features page.