Agentforce Contact Center vs Luware Nimbus
Agentforce Contact Center
salesforce.com
Luware Nimbus
luware.comSide by side
| Figure | Agentforce Contact Center | Luware Nimbus |
|---|---|---|
| Price from | $50/mo | $85/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 8 |
| Spec score · Call Center Software | 9.2 (#3) | 8.8 (#15) |
| Spec score · Omnichannel Contact Center Software | 9.3 (#1) | 9.0 (#4) |
| Spec score · Contact Center as a Service - Enterprise Software | 9.3 (#1) | 8.9 (#4) |
| Company size | LinkedIn lists Salesforce as a public company with 10,001+ employees. | LinkedIn lists Luware as privately held, headquartered in Zurich, founded in 2010 and employing 51–200 people. |
| Founded | 1999 | 2010 |
| Free plan | No | No |
| Headquarters | San Francisco, California, United States | Zurich, Switzerland |
| Rating on Capterra | 4.5 out of 5 from 832 reviews for Salesforce Service Cloud. | 4.4 out of 5 from 7 reviews |
| Rating on G2 | 4.4 out of 5 from 8,448 reviews for Salesforce Service Cloud. | 4.4 out of 5 from 8 reviews |
| Rating on Gartner Peer Insights | 4.3 out of 5 from 72 ratings for Salesforce Agentforce. | No reviews yet; the product page reports no peer rating |
| Rating on GetApp | 4.5 out of 5 from 832 reviews for Salesforce Service Cloud. | 4.4 out of 5 from 7 reviews |
| Rating on Trustpilot | 1.3 out of 5 from 660 reviews for Salesforce. | 3.8 out of 5 from 2 reviews |
| Security controls | The Einstein Trust Layer provides zero data retention with third-party LLMs, toxicity and prompt-injection detection, and audit trails. | The security program describes MFA, role-based access, Entra ID logging, Azure Sentinel monitoring, secure development, incident response and resilient backups. |
| What it does | Agentforce Contact Center combines voice, digital channels, CRM data and AI agents in one Salesforce contact-center platform. | 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. |
Plans
Agentforce Contact Center
- Agentforce Contact Center$125 a month
- Agentforce Contact Center Plus$250 a month
- Agentforce Contact Center Voice$75 a month
- Workforce Management$50 a month
- Workforce Management$50 a month
Luware Nimbus
- Advanced Routing$85 a month
- Enterprise Routing$170 a month
- Contact Center$85 a month
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced on request
In their own words
Agentforce Contact Center
Agentforce Contact Center is paid contact-center software for handling voice and digital customer requests. It runs on the web, iOS, and Android, with four request channels and tools for both customer service and workforce operations. Listed capabilities include outbound dialing, a shared inbox, customer and employee portals, a help center, a knowledge base, SLA management, and ticket and workflow automation. It also supports approval workflows, root-cause analysis, API access, offline mode, invoicing and payments, route optimization, and recurring jobs. Agentforce Contact Center costs $125 a month and includes native voice, digital channels, and AI enhancements. Contact Center Plus costs $250 a month and adds workforce and quality management. Contact Center Voice costs $75 a month, billed with Agentforce 1 Edition only; it includes unlimited platform voice minutes and directly integrated customer data. Workforce Management is $50 a month, with workforce planning, forecasting, and an intraday experience. There is no free plan.
Luware Nimbus
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.