Luware launches the NimbusOne client for Luware Nimbus, enabling agents to work directly in their CRM or a customizable agent desktop within a Microsoft Teams-based contact center.

AI features deliver real-time transcription and summarization during calls, speeding note-taking and post-call documentation, with Unify via Azure Communication Services to reduce latency in high-volume centers.

NimbusOne uses a client-of-choice model, letting different roles—receptionist, sales, service, and high-volume support—select the most suitable interface while IT runs both clients from a single admin center to cut training and maintenance costs.

A dual persona capability lets staff separate customer-facing work from personal communications, with customer calls in NimbusOne and personal calls and chats in Teams.

Luware frames this as embedding customer service within the communications platform, extending Teams and the Microsoft ecosystem into customer interactions and expanding opportunities for resellers and IT service providers.

The NimbusOne solution integrates with common CRMs like Salesforce and Microsoft Dynamics 365 and supports multilingual access, with NimbusOne available to new and existing Nimbus customers.

Microsoft-certified Luware Nimbus for Unify positions Luware among a select group of global providers, enabling use of Teams telephony while agents operate in a dedicated contact center app.