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Luware Nimbus
Luware Nimbus · Zürich, Switzerland · founded 2010
What it is
Luware Nimbus is a cloud-native customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, and routes calls and tasks using agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor and live and historical analytics cover call volume, presence, workload, and service lines. Nimbus connects with CRM and ticketing systems through Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting data. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Teams mobile supports core tasks such as answering calls, while full service management is available on desktop or web. Full use requires Microsoft Teams and Microsoft Teams Phone, though the 30-day trial includes a temporary Teams account and licenses. Pricing starts at $85 per user, with paid plans and a trial available.
For and against
For
- Supports phone, chat, email, and social media
- Routes tasks by skills or caller priority
- Includes live and historical analytics
- Offers a 30-day trial
Against
- No free plan is listed
- Full use requires Teams and Teams Phone
- Full service management is desktop or web
The verdict
Nimbus brings contact center routing, workflows, and analytics into a Microsoft Teams-centered platform. Check the Teams requirements and licensing terms, since mobile use covers core tasks rather than full service management.
Who it suits
Nimbus suits organizations ranging from internal helpdesks and branch offices to large contact centers that use Microsoft Teams. It also fits teams needing omnichannel routing, workflows, and service analytics.
Plans and prices
Nimbus Capture
Voice capture · customer Azure storage · 5 GB included · encryption
Read 15 Oct 2026 · luware.com
Advanced Routing
Extensive telephony and workflow functionality · IVR · priority and skill routing · Power BI
Read 15 Oct 2026 · luware.com
Contact Center
Large-scale contact centers · omnichannel handling · skills · real-time reporting
Read 15 Oct 2026 · luware.com
Attendant Console
Call queuing · transfers · contact search · presence and calendar lookup
Read 15 Oct 2026 · luware.com
Enterprise Routing
Basic contact-center functionality · Power Automate · dashboards · supervision
Read 15 Oct 2026 · luware.com
On the record
- AI features
- Virtual Users can automate audio/video interactions, and Companion provides transcription, summaries and suggested codes or tags.help.luware.com · read 15 Oct 2026
- Analytics
- Nimbus provides live and historical analytics covering call volume, presence and agent workload.luware.com · read 15 Oct 2026
- API authentication
- Nimbus API and connector access use Microsoft Entra ID/Azure AD delegated permissions.learn.microsoft.com · read 15 Oct 2026
- API limitation
- The Power Automate connector is throttled at 100 API calls per connection per 60 seconds.learn.microsoft.com · read 15 Oct 2026
- APIs
- Luware documents a Power Automate connector and an OData API for integrations and reporting data.luware.com · read 29 Sep 2026
- Audience
- Luware describes Nimbus use cases spanning internal helpdesks, branch offices, receptions, and large contact centers.luware.com · read 29 Sep 2026
- Company growth
- Luware says it has more than 170 employees, over 1,200 customers and offices in Switzerland, Germany, Poland, the United Kingdom and the United States.luware.com · read 15 Oct 2026
- Company size
- LinkedIn lists Luware as privately held, headquartered in Zurich, founded in 2010 and employing 51–200 people.linkedin.com · read 15 Oct 2026
- Documentation
- Luware publishes a broad knowledge base covering installation, provisioning, administration, features, reporting, integrations, troubleshooting and release notes.help.luware.com · read 15 Oct 2026
- Hosting
- Microsoft certification data identifies Azure as the hosting provider and the service model as PaaS.learn.microsoft.com · read 15 Oct 2026
- Hosting and availability
- Luware says its hosting instances are offered within Microsoft Azure and its Nimbus product page states 99.99% availability.luware.com · read 29 Sep 2026
- Installation requirements
- Deployment requires a Teams Administrator, tenant configuration by Luware, a Teams app manifest and Microsoft Teams Phone/PSTN licensing.help.luware.com · read 15 Oct 2026
- Integrations
- The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops.luware.com · read 15 Oct 2026
- Intelligent routing
- Calls and tasks can be routed using agent skills, caller priority and parameters such as country code.luware.com · read 15 Oct 2026
- Legal entity
- Luware’s privacy policy identifies the Swiss legal entity as Luware AG at Pfingstweidstrasse 102, 8005 Zurich.luware.com · read 15 Oct 2026
- Limit: AI latency and cost
- Luware documents that AI voice processing can create seconds of silence, depends on external services and can add Microsoft Azure charges beyond the Nimbus subscription.help.luware.com · read 15 Oct 2026
- Limit: customization and bugs
- Reviewers report that deep individual customization can be difficult, workflow-editor improvements remain, and some bugs or feature requests can take months to resolve.capterra.com · read 15 Oct 2026
- Limit: onboarding and recording
- Independent reviews mention coordination issues during onboarding and say the recording component can be complicated to install.getapp.co.uk · read 15 Oct 2026
The review
Overview
Luware Nimbus is a Microsoft Teams-based customer service and contact center platform for organizations handling voice and digital interactions. It suits service teams that need configurable routing and operational visibility across channels. Its dependence on Teams and Teams Phone, plus desktop or web requirements for full management, will shape whether it fits.
Key features
Routing and service workflows
Nimbus can route calls and tasks by agent skills, caller priority, or custom parameters such as country code. That flexibility is useful when different requests need different expertise or urgency; teams with simple queues may not need this level of control. A drag-and-drop workflow editor and live and historical analytics for call volume, presence, workload, and service lines give managers tools to shape processes and monitor service activity.
Channels and integrations
The platform supports phone calls, live chat, email, social media, instant messaging, and external tasks. This range suits teams handling customer work across several channels, though it may be more platform than a voice-only operation needs. CRM and ticketing connections run through Power Automate, with Salesforce, Zendesk, HubSpot, and ServiceNow among the named integrations. Luware also documents a Power Automate connector and an OData API for integrations and reporting data.
Recording and AI
Nimbus includes interaction recording, call transcription, a searchable archive, consent controls, and AI call summaries, as well as AI agent assistance. These tools can support teams that need to retain and review interactions alongside contact center operations. Workforce management is not included, so organizations that need that capability will need another solution.
Pricing
Nimbus has no free plan and offers a 30-day trial. Full use requires Microsoft Teams and Microsoft Teams Phone; the trial provides a temporary Teams account and licenses.
| Plan | Price and terms | Best fit |
|---|---|---|
| Advanced Routing | $85 a month; licensed per service, for 25 services or more | Organizations needing routing across at least 25 services. |
| Enterprise Routing | $170 a month; licensed per service, for 25 services or more | Organizations considering the enterprise routing tier across at least 25 services. |
| Contact Center | $85 a month; licensed per user, up to 199 users | Contact center teams with up to 199 users. |
| Attendant Console | priced on request; licensed per named user, includes 5 CC Voice Services, up to 199 users | Reception or attendant teams that need the console and its included voice services. |
The cheaper tiers are not interchangeable: Advanced Routing is priced per service with a 25-service minimum, while Contact Center is priced per user and capped at 199 users. Attendant Console has its own per-contact basis and named-user licensing. Standard support runs 7am to 7pm CET; premium support is 24x7.
Platforms
Nimbus is available on Android, iOS, web, and through an API. On mobile, the Microsoft Teams app supports core tasks such as answering calls, while full service management requires desktop or web. Luware says hosting instances are offered within Microsoft Azure and states 99.99% availability. Its cloud solutions, including Nimbus, are covered by a SOC 2 Type II assessment; Luware AG holds ISO 27001 certification.
Who it's for
Luware describes use cases ranging from internal helpdesks, branch offices, and receptions to large contact centers. The strongest fit is an organization already invested in Teams that wants configurable routing, multichannel handling, and service analytics together. Teams that need full mobile service management, workforce management, or an independent contact center platform should look elsewhere.
Pros and cons
- Flexible routing: Skills, caller priority, and custom parameters let teams direct work according to service needs.
- Broad channel coverage: Voice, email, chat, social media, instant messaging, and external tasks support varied service operations.
- Useful operational reporting: Live and historical views cover call volume, presence, workload, and service lines.
- Teams dependency: Full use requires both Microsoft Teams and Teams Phone.
- Limited mobile management: Mobile supports core tasks, but full service management stays on desktop or web.
- No workforce management: Teams requiring that function need an additional product.
Alternatives
For organizations focused on recording and analytics rather than Nimbus's broader contact center scope, Smarsh Call Recording and Analytics is a paid Android and iOS option with custom pricing through sales. AudioCodes Interaction Insights may suit teams seeking hosted voice recording with retention up to 24 months; extra recording add-ons cost more, and its Essential Recording plan has custom pricing. For an API-platform alternative, consider Recordia. Soteria Teams Compliance is a paid web option.
Voxida Voice Recording Software Suite offers unlimited client licenses with no ongoing licensing fees, with custom pricing. CallCabinet is a paid self-hosted and web option whose plans cover call recording, advanced recording, and conversation analytics. Dubber offers a Microsoft Teams subscription with voice, video, and chat recording plus unlimited scalable secure storage; flexible monthly and annual plans are available, with trials on request. Eckoh Secure Call Recording is a paid self-hosted and web option with demo-based pricing.
Readers comparing recording tools can also browse Call Recording Software; teams shopping for broader service platforms can compare Omnichannel Contact Center Software and Call Center Software.
Verdict
Choose Luware Nimbus if your organization runs on Microsoft Teams and needs configurable routing, multichannel service workflows, and analytics in one contact center platform. Its broad service capabilities are the main reason to choose it; Teams Phone requirements, desktop or web management for full service, and the absence of workforce management are the clearest reasons to look elsewhere.
