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Luware Nimbus

luware.com

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Spec score 9.0 #4 of 36 in Omnichannel Contact Center Software

What it is

Luware Nimbus is a cloud customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, routing calls and tasks by agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor supports process setup, while live and historical analytics cover call volume, presence, workload, and service lines. CRM and ticketing connections use Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Pricing starts at $85/user · 30-day trial. Listed plans include Advanced Routing at $85 a month and Enterprise Routing at $170 a month, each for 25 services or more; Contact Center is $85 a month for up to 199 users. Full use requires Microsoft Teams and Microsoft Teams Phone. The Teams mobile app supports core tasks such as answering calls; full service management is available on desktop or web.

Spec sheet

What it does
Luware Nimbus is a cloud customer-experience and contact-center platform that turns Microsoft Teams into a hub for helpdesks, reception, branches and contact centers.Read 15 Oct 2026 · luware.com
Product
Luware Nimbus is a cloud native customer experience and contact center platform built around Microsoft Teams.Read 29 Sep 2026 · luware.com
Audience
Luware describes Nimbus use cases spanning internal helpdesks, branch offices, receptions, and large contact centers.Read 29 Sep 2026 · luware.com
Free plan
NoRead 23 Sep 2026 · luware.com
Integrations
The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops.Read 15 Oct 2026 · luware.com
Security
Luware states that its cloud solutions, including Nimbus, are covered by SOC 2 Type II assessment and that Luware AG holds ISO 27001 certification.Read 29 Sep 2026 · luware.com
Support
Published support tiers are standard coverage from 7am–7pm CET and premium 24x7 support.Read 15 Oct 2026 · luware.com
Headquarters
Zurich, SwitzerlandRead 28 Sep 2026 · luware.com
Founded
2010Read 28 Sep 2026 · luware.com
AI features
Virtual Users can automate audio/video interactions, and Companion provides transcription, summaries and suggested codes or tags.Read 15 Oct 2026 · help.luware.com
Analytics
Nimbus provides live and historical analytics covering call volume, presence and agent workload.Read 15 Oct 2026 · luware.com
API authentication
Nimbus API and connector access use Microsoft Entra ID/Azure AD delegated permissions.Read 15 Oct 2026 · learn.microsoft.com
API limitation
The Power Automate connector is throttled at 100 API calls per connection per 60 seconds.Read 15 Oct 2026 · learn.microsoft.com
APIs
Luware documents a Power Automate connector and an OData API for integrations and reporting data.Read 29 Sep 2026 · luware.com
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.Read 15 Oct 2026 · luware.com
Company size
LinkedIn lists Luware as privately held, headquartered in Zurich, founded in 2010 and employing 51–200 people.Read 15 Oct 2026 · linkedin.com
Documentation
Luware publishes a broad knowledge base covering installation, provisioning, administration, features, reporting, integrations, troubleshooting and release notes.Read 15 Oct 2026 · help.luware.com
Hosting
Microsoft certification data identifies Azure as the hosting provider and the service model as PaaS.Read 15 Oct 2026 · learn.microsoft.com
Hosting and availability
Luware says its hosting instances are offered within Microsoft Azure and its Nimbus product page states 99.99% availability.Read 29 Sep 2026 · luware.com
Installation requirements
Deployment requires a Teams Administrator, tenant configuration by Luware, a Teams app manifest and Microsoft Teams Phone/PSTN licensing.Read 15 Oct 2026 · help.luware.com
Intelligent routing
Calls and tasks can be routed using agent skills, caller priority and parameters such as country code.Read 15 Oct 2026 · luware.com
Legal entity
Luware’s privacy policy identifies the Swiss legal entity as Luware AG at Pfingstweidstrasse 102, 8005 Zurich.Read 15 Oct 2026 · luware.com
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.Read 15 Oct 2026 · help.luware.com
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.Read 15 Oct 2026 · capterra.com
Limit: onboarding and recording
Independent reviews mention coordination issues during onboarding and say the recording component can be complicated to install.Read 15 Oct 2026 · getapp.co.uk
Microsoft telephony
Nimbus works with Teams Direct Routing, Calling Plans and Operator Connect and hosts data in regional Azure clusters.Read 15 Oct 2026 · help.luware.com
Mobile use
Nimbus works with the Microsoft Teams mobile app for core tasks such as answering calls, while full service management is available on desktop or web browser.Read 29 Sep 2026 · luware.com
Notable news: NimbusOne
The 14 October 2026 release introduced NimbusOne, a standalone or browser client with queue, conversation, transfer and after-call-work handling.Read 15 Oct 2026 · help.luware.com
Notable news: virtual users
The 17 June 2026 release moved Virtual Users to general availability and added Web Request and MCP Server extensions for integrations.Read 15 Oct 2026 · help.luware.com
Notable news: WhatsApp and SMS
The 4 March 2026 release made Twilio-based inbound WhatsApp and SMS handling generally available in Nimbus workflows.Read 15 Oct 2026 · help.luware.com
Omnichannel
The contact-center feature set supports phone, instant messaging, email and external tasks, with Contact Center licensing.Read 15 Oct 2026 · help.luware.com
Outbound dialer
YesRead 23 Sep 2026 · luware.com
Power Automate connector
The connector can create and update tasks, enrich caller data, schedule outbound calls, manage address books and create third-party tickets.Read 15 Oct 2026 · learn.microsoft.com
Praise: usability and support
GetApp reviewers commonly praise easy workflow building, straightforward configuration, Teams integration and responsive or skilled support.Read 15 Oct 2026 · getapp.com
Public API
A public REST API manages Nimbus users, services, virtual users and license contingencies.Read 15 Oct 2026 · help.luware.com
Rating on Capterra
4.4 out of 5 from 7 reviewsRead 15 Oct 2026 · capterra.com
Rating on G2
4.4 out of 5 from 8 reviewsRead 15 Oct 2026 · g2.com
Rating on Gartner Peer Insights
No reviews yet; the product page reports no peer ratingRead 15 Oct 2026 · gartner.com
Rating on GetApp
4.4 out of 5 from 7 reviewsRead 15 Oct 2026 · getapp.com
Rating on Trustpilot
3.8 out of 5 from 2 reviewsRead 15 Oct 2026 · trustpilot.com
Requirements
For full use, an organization needs Microsoft Teams and Microsoft Teams Phone, though the trial provides a temporary Teams account and licenses.Read 29 Sep 2026 · luware.com
Routing
Nimbus routes calls and tasks using agent skills, caller priority, or custom parameters such as country code.Read 29 Sep 2026 · luware.com
Security certifications
Luware states that Nimbus is covered by SOC 2 Type II and ISO 27001 certifications, with Microsoft 365 certification claims.Read 15 Oct 2026 · luware.com
Security controls
The security program describes MFA, role-based access, Entra ID logging, Azure Sentinel monitoring, secure development, incident response and resilient backups.Read 15 Oct 2026 · luware.com
System limitation
Luware officially supports Windows 10/11; other operating systems and mobile Android/iOS use are not officially supported scenarios.Read 15 Oct 2026 · help.luware.com
Web-client limitation
Teams web clients can produce incorrect presence updates and cookie-related Nimbus login problems, so Luware recommends the installed Teams client for productive users.Read 15 Oct 2026 · help.luware.com
Workflow editor
A drag-and-drop editor lets administrators create and customize routing workflows.Read 15 Oct 2026 · luware.com
Workflows and analytics
It includes a drag-and-drop workflow editor and live and historical analytics for call volume, presence, workload, and service lines.Read 29 Sep 2026 · luware.com

Plans and prices

Advanced Routing $85 a month Licensed per service (for 25 services or more). 25 services or more Read 23 Sep 2026 · luware.com
Enterprise Routing $170 a month Licensed per service (for 25 services or more). 25 services or more Read 23 Sep 2026 · luware.com
Contact Center $85 a month Licensed per user. Up to 199 users Read 23 Sep 2026 · luware.com
Nimbus Capture Priced on request Licensed per user from 25 users and over 36 months Voice capture · customer Azure storage · 5 GB included · encryption · audit logging Read 15 Oct 2026 · luware.com
Advanced Routing Priced on request Licensed per service (for 25 services or more) Extensive telephony and workflow functionality · IVR · priority and skill routing · Power BI Read 15 Oct 2026 · luware.com
Contact Center Priced on request Licensed per user (up to 199 users) Large-scale contact centers · omnichannel handling · skills · real-time reporting Read 15 Oct 2026 · luware.com
Attendant Console Priced on request Licensed per named user; includes 5 CC Voice Services (up to 199 users) Call queuing · transfers · contact search · presence and calendar lookup Read 15 Oct 2026 · luware.com
Enterprise Routing Priced on request Licensed per service (for 25 services or more) Basic contact-center functionality · Power Automate · dashboards · supervision Read 15 Oct 2026 · luware.com

Every Luware Nimbus plan and price →

Strong points and limits

Strong points

  • Routes interactions using skills and caller priority.
  • Supports phone, chat, email, and social media.
  • Includes workflow editing and live and historical analytics.
  • Lists Salesforce, Zendesk, HubSpot, and ServiceNow integrations.
  • Product page states 99.99% availability.

Limits

  • Paid product with no free plan.
  • Full use requires Teams and Teams Phone.
  • Full service management needs desktop or web.

Who it suits

Nimbus suits helpdesks, branch offices, receptions, and contact centers that use Microsoft Teams. Organizations should account for the Teams and Teams Phone requirements and the desktop or web requirement for full service management.

Luware Nimbus in depth

Read the full write-up

Overview

Luware Nimbus is a cloud contact-center platform built around Microsoft Teams, suited to service teams that need to route calls and digital interactions through configurable workflows. Its strongest case is combining those operations with live and historical analytics; the requirement for Teams and Teams Phone makes it a poor fit for organizations committed to another calling environment.

It serves internal helpdesks, branch offices, reception desks, and large contact centers. Staff can answer calls in the Microsoft Teams mobile app, while full service management requires a desktop or web browser. During the 30-day trial, Luware provides a temporary Teams account and licenses.

Luware hosts Nimbus instances within Microsoft Azure and states 99.99% availability. Its cloud solutions, including Nimbus, are covered by a SOC 2 Type II assessment, and Luware AG holds ISO 27001 certification.

Key features

Routing and service operations

Nimbus routes calls and tasks according to agent skills, caller priority, or custom parameters such as country code. That flexibility suits teams handling requests that need specialist knowledge or priority treatment. A drag-and-drop workflow editor supports process configuration, while live and historical analytics track call volume, presence, workload, and service lines. The feature set also includes interaction recording, transcription, searchable archives, consent controls, AI call summaries, and AI agent assistance. There is no workforce management, so teams needing that capability will need another tool.

Channels and integrations

Alongside voice calls, Nimbus supports instant messaging, email, external tasks, live chat, and social media. CRM and ticketing integrations connect through Power Automate, with Salesforce, Zendesk, HubSpot, and ServiceNow among the named systems. Luware also documents a Power Automate connector and an OData API for integrations and reporting data. This breadth favors organizations consolidating varied service work around Teams; it may be more platform than a call-recording-focused team needs.

Pricing

Nimbus is paid software with no free plan and a 30-day trial. The trial’s temporary Teams account and licenses lower the barrier to evaluating it, but ongoing use depends on the organization having Teams and Teams Phone.

PlanPrice and billingFitAdvanced Routing$85 a month; licensed per service, for 25 services or moreOrganizations needing routing across at least 25 services.Enterprise Routing$170 a month; licensed per service, for 25 services or moreTeams considering the higher-priced routing tier; the stated plan details do not establish which added capabilities distinguish it.Contact Center$85 a month; licensed per user, up to 199 usersContact-center teams of up to 199 users that prefer a per-user plan.Attendant Consolepriced on request; licensed per named user, includes 5 CC Voice Services, up to 199 usersNamed-user deployments that need an attendant console and the included voice services.The per-service routing plans require at least 25 services, while the per-user options specify a ceiling of 199 users. Those thresholds matter when sizing a deployment; the plans use different billing units, so compare them against the organization’s service and user counts before choosing.

Platforms

Nimbus supports Android, iOS, web, and API access. Mobile use through Microsoft Teams covers core tasks such as answering calls, but full service management is on desktop or web. Full use requires Microsoft Teams and Microsoft Teams Phone.

Who it's for

Nimbus is a strong match for organizations already operating on Teams that need configurable routing across voice and digital service work, plus analytics for staffing and service-line oversight. Its range of use cases spans internal helpdesks, branch offices, receptions, and larger contact centers. It is a weaker choice for organizations that do not use Teams and Teams Phone, or for teams whose primary need is workforce management.

Pros and cons

Flexible routing: skills, caller priority, and custom parameters can guide calls and tasks to the right service path.

Broad service coverage: voice, messaging, email, live chat, social media, and external tasks support varied customer interactions.

Operational visibility: live and historical analytics cover call volume, presence, workload, and service lines.

Teams dependency: full use requires both Microsoft Teams and Teams Phone, narrowing its fit.

No workforce management: organizations needing that capability must provide it separately.

Plan thresholds: routing starts at 25 services, while the per-user plans cap at 199 users.

Alternatives

For a recording-centered shortlist, compare call recording software and AudioCodes Interaction Insights, whose Essential Recording plan offers hosted voice recording and retention up to 24 months, with recording add-ons costing extra. Numonix IXCloud is another recording option, with a free plan and paid per-user plans for Teams and other environments.

MiaRec may suit buyers comparing priced recording plans: Essentials is $25 a month on an annual contract, with a 25-user minimum, three months of storage, 1,500 minutes per user per month, and standard support. For a one-time license tied to Skype, AthTek Video Call Recorder for Skype costs $29.95 per licence, with Windows and macOS platforms listed.

For broader contact-center comparisons, see omnichannel contact center software and call center software. Smarsh Call Recording and Analytics uses custom pricing through a sales quote. Imagicle Call Recording, PhoneUP5, and Soteria Teams Compliance are also alternatives to consider.

Verdict

Choose Nimbus if your organization already runs Teams and Teams Phone and needs one configurable environment for routing voice and digital service work, with analytics and recording tools alongside it. Its breadth is the main reason to choose it; the Teams requirement, service and user thresholds, and absence of workforce management are the reasons to look elsewhere.

Verdict

Nimbus combines multiple customer channels, configurable routing, and analytics around Microsoft Teams. Its fit depends on the organization’s Teams setup and whether the listed per-service or per-user plans match its needs.

Where Specifiction places it

Alternatives to Luware NimbusAll alternatives →