Luware 's Contact Centerfor Microsoft Teams
The contact center that doesn't route your calls elsewhere.Luware Nimbus adds to Microsoft Teams what it lacks to run a service: visible queues, expertise, languages, a portal, and metrics. The agent answers the call at Teams, and the call never leaves your tenant — Nimbus routes it; it does not transport it.
Luware Certified Gold Partner — advancing with the vendor, pricing, and the roadmap. It’s more than just a logo.Three Signs That Your Switchboard Has Reached Its Limit
None of the three comes from the people who are responding. All three come from the fact that Teams, on its own, can neither handle delays properly nor provide an account.
The switchboard is overwhelmed, and there's no indication of it
A call group doesn't say how many people are waiting, how long they've been waiting, or how many have given up before someone picks up. It rings at everyone's phone—or at no one's.
You learn about the problem from the customer who is complaining, never from a number.
The contact center was purchased, but the console was never opened
The agents continue to respond from Teams, because that’s where they spend their day. The publisher’s console remains closed, and with it, half the numbers.
You're paying for two workstations per person, but you're only counting one.
The question about the path of the voice comes too late
Where do the calls go through, where are the recordings stored, what laws apply to them, and who can access them? These four questions inevitably come up one day—and rarely at the right time.
The answer is written down before signing, or it is improvised in front of a listener.
Where does the voice go, and who holds it?
In a brochure, the three solutions a buyer puts on the table appear similar: queues, capabilities, reports, and AI. On this point, however, they are not at all alike—and it is the buyer who decides on your architecture, your service provider contract, and the response to give to your data protection officer.
None of the three approaches is wrong: they simply don’t handle the same thing. A contact center Luware does not add a new path; it uses the one that already exists: Nimbus relies on Microsoft’s telephony Teams for call control; the audio stream remains within your tenant, and Nimbus retains only the service data. The other two paths route the call out of Teams —to the communication servicesAzure in one case, to the vendor’s platform behind a session controller in the other. This is an architectural decision: it is made with full knowledge of the facts, not after the contract is signed. The three paths are described here as documented by each vendor, and we double-check them before each proposal.
Why Nimbus Endures
Ten questions a buyer asks before signing, and Nimbus's answers to each one.
| The question | Nimbus's Response |
|---|---|
| Where does the voice go? | Through Microsoft Telephony Teams —the service you’re already using. The audio stream remains within your tenant: Nimbus routes the call; it does not carry it, and retains only the service data. |
| Where does the agent hang up? | In his Teams client—where he already spends his day—Nimbus adds a tab. No second console, no second software handset, so no console purchased that no one ever opens. |
| What about our management app? | She doesn't move. Nimbus reads the caller's record before the phone rings, and enters the following after hanging up: call logged, activity created, follow-up task scheduled. Salesforce and Dynamics 365 have their connection set up; the rest goes through the same connector, certified by Microsoft. |
| What else is there to exploit? | Nothing, if your telephony system is already on Teams. No session controllers to buy, monitor, update, or back up—so no additional critical components in your operations. |
| Is this recognized by Microsoft? | Nimbus is a Microsoft-certified application for contact centers at Teams, under the Extend model, and Luware is a partner for telephony extensibility at Teams. |
| Who is the publisher? | Luware AG, in Zurich. The escalation process, pricing, and roadmap are discussed during a two-hour train ride, in your languages and according to your time zone. |
| Where is the court located? | In Switzerland, Germany, or the United Kingdom. The law of the country of operation applies: this is a written response you must provide to your data protection officer, not merely an intention. |
| What about the recordings? | This is a separate service with its own regions: a shared instance operated in Switzerland and Germany, or a dedicated instance in the region of your choice when your business requires it. |
| How much money do you need to get started? | Two. The first level is a reception desk; the full-service contact center is the fourth. We add levels without dismantling what already exists, and only when the numbers warrant it. |
| Is there anything he doesn't do? | He doesn't have your client's file, and written communication isn't his strong suit. When your project is our top priority, we'll let you know— and we'll suggest an alternative solution. That's part of what we do. |
As of August 2026, according to the publisher. Product lines are changing; we double-check these details before each proposal, and we do not publish any prices, because they would be outdated by the following month. The choice between the four solutions available on the market— Teams , Luware, Dynamics, Anywhere365, and Voca—and the three connection models are covered in “Contact Centers and Telephony.”
Six Things That Microsoft Teams , on Its Own, Can't Do
What a Luware contact center offers on top of that, from the perspective of both the person answering the phone and the person who has to come up with the numbers at the end of the month.
A wait that's plain to see
Who is waiting, how long they’ve been waiting, for what service, and how many have given up. This is what the call center will never reveal—and it’s often enough to decide whether to send reinforcements.
Subject area, language, schedule
The call goes to whoever can actually handle it, not to the first available person. Overtime, schedules, and cantonal holidays are entered once and remain in effect.
A freestanding entryway console table
See who's online, who's in a meeting, who's available—and transfer the call without making the caller wait while you look for the right person. This is the most common entry point.
A task takes its place in the queue
Nimbus doesn't just route calls: a written request, a case to be picked up, or a follow-up call all go into the same queue, subject to the same rules and metrics.
What You Need to Know, in Teams
Which queue the call is coming from, what the caller has already provided, and what your management application says —Nimbus retrieves this information from there. In a tab within the client at Teams, not in a separate window.
The recording, and where he lives
Luware Recording records conversations for the business units that are required to do so. The shared instance is operated in Switzerland and Germany; a dedicated instance allows you to select the region and add your own requirements.
Nimbus writes in the app that you already have
This is the question that determines the fate of half all projects: “What about our management app?” You don’t change it, and no one develops anything within it. Nimbus will read the entry before the call connects and write to it after the call ends.
He goes to get the form
Nimbus queries your application with the caller’s number and retrieves the necessary information: who the caller is, the open case, the contract, and the current incident. The agent sees this before picking up the phone, in Teams.
He writes in it
The call is logged on the record, the call activity is created, a callback task is set for a missed call, and the post-call follow-up is recorded. No one has to transcribe anything, and nothing gets lost because an agent was called away.
The intelligence stays with Nimbus
The rules, settings, and workflows are hosted on the Nimbus side. We don’t develop anything within your application, nor do we update it for that purpose—and if your application changes, we simply reconfigure the connection, not the contact center.
Salesforce and Dynamics 365 have their connections set up. For everything else—Odoo, business software, an in-house application—the same Microsoft-certified connector goes through Power Automate or your application programming interface. This is where the integration work comes in: writing web services and connecting business applications is the other half of what we do, and that’s why we handle this aspect ourselves instead of passing it on to your software vendor.
From a two-person reception desk to a full-service contact center
This is the least dramatic but most useful difference: you don’t necessarily have to enter from the top. Nimbus is modular, and the first level fits in a reception area large enough for two people.
The reception desk
View, transfer, put on hold, resume. No sophisticated queueing system, no supervision, no project.
A reception area, an office, and a private officeTeam Routing
A line, a schedule, an overflow that was planned rather than endured, and the first figures on wait times and dropouts.
An internal department, a hotline, a service counterExtended Routing
Skills, priorities, languages, multiple queues that spill over into one another, and the supervision that goes along with it.
Multiple services, multiple sitesThe Contact Center
Written channels, established processes, maintained dashboards, and AI functions where they add value.
A team has been formed, with a leaderYou don't necessarily start at the first tier, and you only move up when the numbers call for it. Many companies stay at the second tier for years and have no reason to move from it. The calculation is based on your actual volumes, during the scoping phase: that's what determines both the tier and the number of licenses.
What we do, and in what order
Nimbus relies on Teams's phone service. That's where the project begins, and that's what most proposals fail to include in their cost estimates.
The bottom layer first
Nimbus uses Microsoft's Teams telephony system for call control. If it is not set up, or is set up incorrectly, no queue configuration will improve the outcome.
We're tracking licenses, numbers, how calls come in today, legacy redirects, and what happens when a link goes down.
The routing plan and languages
Who responds to what, in what order, with what priority, and in what language. In French-speaking Switzerland, a service counter accepts French, German, and English.
We document the lines, the responsibilities, the overloads, and what happens outside of business hours—that’s where callers get lost.
Reception and Overflow
The reception desk is the most visible and most criticized part: it is used all day long by people who didn't ask to switch tools.
We work it out with them, based on their specific situations, and we agree to take it back after fifteen days of actual use.
The recording, and where he lives
When your job requires it, we set up call recording and document in writing where the recordings are stored, how long they are kept, and who has access to them.
This matter should be discussed with your data protection officer—never in his or her office.
The shift, then the maintenance
A line, a team, an ordinary weekday. The rest follows when the numbers are in. An entire switchboard that went offline that same Monday always results in the same week.
Then, call volumes change: one campaign doubles the number of calls on a Tuesday, and a queue starts to overflow every Monday. Without regular review, a routing plan becomes obsolete within a semester.
We're laying the three paths.
We install Luware, and we install Dynamics 365 Contact Center
Both have their own pages on this site, both have references with us— a recent migration to Teams and Nimbus, for example—and both are implemented by the same engineers. This isn’t just a product line in a catalog: it’s two areas of expertise developed in parallel.
And we install the telephone lines that carry them
Teams Phone, numbers, the carrier, session controllers, the migration from a PBX, call recording, and terminals. An integrator who is familiar only with the application delivers a service that relies on a layer they only discover on the day of the switchover.
That's what allows us to advise you on the service you need—not on what we know how to sell
Knowing how to navigate all three paths is what makes consulting possible: we can tell you that Nimbus isn’t the right solution for you, and suggest an alternative. A service provider who knows only one path will always claim that it’s the right one for you—ask them for references from both sides.
What You Need to Know Before Signing
Six points that determine both the budget and the schedule. None of them is a deal-breaker; all can be worked out during the planning phase—but they still need to be addressed.
Nimbus needs to have Teams 's phone service running underneath it
You need a Teams Phone license and a way to route calls: a Microsoft plan, Operator Connector direct routing. Without this layer, Nimbus has nothing to route. This is the item most often overlooked in price comparisons.
And here’s the good news: if your phone system is already on Teams, that layer is already paid for and up and running. If it isn’t, we’ll set it up—that’s our other line of business, described on the Microsoft Teams Phone page.
Nimbus does not replace your management application
It does not store customer records, sales history, or request tracking information. It wasn't designed for that, and it doesn't aim to be.
That’s exactly what makes it easy to set up: it reads from and writes to whatever system you have, without requiring any development work on your end. You don’t have to switch management tools to open a contact center.
If, on the other hand, you prefer that the conversation and the case be part of a single tool, that’s the path to Dynamics 365 Contact Center, and we offer that as well.
Written communication isn't his strong suit
Nimbus handles voice, customer service, and tasks well. If your project is primarily a messaging project—such as social media, short messages, or chatbots across five channels—you should mention this early on and consider the other two solutions.
And if it’s the other way around —voice first, written media second—the second phase takes place without undoing the first: it’s the next step, not a different project.
The connection pattern is not engraved
Nimbus is certified for the Extend model, and since 2025, Luware has offered a variant of the Unify model, which leverages the extensibility of Teams telephony to access services fromAzure.
In practical terms: Choosing a particular model does not lock you into a vendor that offers only that one. We recommend the Unify variant only when a specific feature warrants it, and never simply because it is newer.
Where is the instance located, and where are the recordings stored?
Those are two questions, not one. The Nimbus service operates in Switzerland, Germany, or the United Kingdom, and the law of the country where the service is operated applies. The recording of conversations is a separate service, with its own regions.
What we put in writing: each person’s data region, what is stored there, for how long, and who can access it. This memo should be reviewed with your data protection officer before signing, not after.
Workforce planning is another topic
Nimbus tracks: wait times, abandonment rates, workload, and adherence to schedules. It does not create schedules for a team of 100 people, nor does it generate workload forecasts for the next three months.
When this need is genuine, it’s addressed with a dedicated tool, which we also integrate. In a department of twenty people, however, it’s a need we think we have but don’t actually have: we say so.
What connects to it
A contact center is never on its own. Here are the four areas that affect it, and the page that covers each one.
Contact Centers and Telephony
This page describes Luware and compares it in terms of voice capabilities. If you’re still trying to choose between the four solutions on the market— Teams , Luware, Dynamics, Anywhere365, and Voca—and trying to understand the three connection models, this page lays it all out, with the issue of telephony being the key factor that determines the rest.
Compare the four solutions The bottom layerMicrosoft Teams Phone
Licenses, numbers, call routing, and contingency plans: these are the building blocks of Nimbus.
Telephony Teams The Other PathDynamics 365 Contact Center
When the conversation and the customer file need to be in the same stack. We ask that too.
The Dynamics Page The EvidenceRecording and Reporting
Record conversations, save them, retrieve them, and produce them when asked to do so.
Call Recording What We HaveOur Partnerships
The certifications we hold, and what they mean for you: scaling, pricing, the roadmap.
Our partners Real-life casesOur client projects
What we installed, at which locations, and with what—including several telephony and contact center services on Microsoft Teams.
ProjectsTell us who's answering the phone today, and what's wrong
The number of people who answer, the phone numbers involved, the languages, the current phone system, and what your callers are complaining about. We’ll get back to you with a scope, a phase, a workload, a timeline, and specific deliverables.
Preparing the proposal is free. Design studies and audits are included in the scope of work. Three websites: Renens, Sion , and Châtel-Saint-Denis ; a Microsoft partner for sixteen consecutive years, and a Luware Certified Gold Partner.
Should the switchboard be replaced all at once?
No. We open a queue and a team on a typical weekday, with a backup plan in place. The rest follows once the numbers are in.
And if the result isn't satisfactory after two weeks, we'll redo it: that's stipulated in the terms of reference, not negotiated after the fact.
Tell us about your phone system