Compliance Call Recording
Compliance recording for Teams voice, video and chat to retention and supervisory standards required in financial services and other regulated industries — fitting operating models whose regulatory posture (FINRA, MiFID II, PCI, HIPAA-adjacent) cannot accept Teams-only retention defaults, and whose audit posture demands certified Teams-stack capture.
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Nimbus: Native Microsoft Teams Contact Center
Luware Nimbus delivers contact center capability built on Microsoft-certified Teams APIs — agents, supervisors and routing live inside the Teams client itself — fitting operating models whose IT posture cannot operate two collaboration estates (Teams plus a separate CCaaS desktop), and whose user-adoption posture demands the agent experience match the day-to-day Teams interface.
Skill-Based Routing
Skills, attributes, priority and time-of-day rules route inbound voice, chat and case work to the correct Teams-resident agent, with queue overflow, callback and supervisor whisper / barge — fitting operating models whose contact center scope has outgrown Teams Auto Attendant / Call Queues, and whose CX posture demands true contact-center routing semantics inside the Teams platform.
IVR & Queue Management for Teams
IVR, queues, callback and routing rules native to the Teams collaboration estate — fitting operating models whose collaboration posture has standardized on Teams and whose CX posture demands enterprise-grade IVR and queue management without bolting on a parallel CCaaS desktop alongside the Teams client.
Real-Time Analytics & Reporting
Live wallboards, agent and queue performance dashboards and historical reporting tied directly to the Teams contact center estate — fitting operating models whose supervisor and CX leadership posture demands the same real-time visibility a standalone CCaaS provides, without duplicating the data pipeline outside Teams.