Luware has launched NimbusOne for its cloud contact centre platform. Microsoft has also certified Luware Nimbus for Unify.

The certification puts Luware among 10 organisations worldwide approved for the Microsoft integration model behind the new client.

NimbusOne is designed to let contact centre staff work in the software environment that suits their role, including Salesforce, Microsoft Dynamics 365, a dedicated agent desktop or Microsoft Teams. It sits within Luware Nimbus, the company's cloud contact centre platform built for Microsoft Teams.

The launch aims to address a common contact centre issue: staff switching between communications tools, customer relationship management systems and separate desktops during calls. This can slow agents down and leave IT departments supporting multiple systems.

Under the new model, workers who already handle calls effectively in Teams can stay there, while sales, service and other specialist staff can use NimbusOne inside their CRM or a tailored desktop. The interface can also be adapted by role so agents see only the tools relevant to their work.

IT teams manage both the Teams-based setup and the new client through a single administration centre. Luware says this is intended to reduce support and training demands compared with running separate systems for different groups.

The launch also adds live AI transcription and summarisation during calls. Notes are prepared by the time a conversation ends rather than generated afterwards.

According to Luware, this is enabled by the Unify model processing calls directly in Microsoft Azure Communication Services. The company says this can also reduce the time it takes for calls to be received in high-volume contact centre settings.

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