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.
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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.
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.
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.
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.