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Call Centre & CX.

Luware Nimbus – the AI-infused contact centre and CX solution built for Microsoft Teams, delivered by Switch Connect.

Turn Microsoft Teams into your customer experience platform, with intelligent routing, omnichannel engagement, and AI that works alongside your people.

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Turn Microsoft Teams into your intelligent customer experience platform.

Luware Nimbus unites your entire business communication on one platform – connecting branch offices, help desks, and contact centres without siloed apps or complex IT infrastructure.

Because Nimbus is a Microsoft Teams certified solution built on the Teams Extend Integration Model, your people work in the tools they already know – and your calls and media streams never leave your secure Microsoft environment.

From reception desks to full-scale omnichannel contact centres, flexible modules and scalable licensing mean you pay only for what you need, and grow as you go.

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Luware Nimbus

One single platform.

Unify every internal and external touchpoint with end-to-end reporting.

Native Teams experience.

If your team knows Teams, they know Nimbus – fast adoption, no app-switching.

AI that works with your people.

Virtual agents, live transcription, and instant call summaries built in.

Reception, call routing, or full contact centre – adopt only what you need.

Rapid transfer tools, calendar lookups, and clear queue visibility for high call volumes.

Key Benefits.

  • Improved customer experience via intelligent, skill-based and priority-based routing.
  • Omnichannel engagement – voice, web chat, email, and WhatsApp in one queue.
  • Instant caller context with screen-pop CRM data the moment the phone rings.
  • Reduced wrap-up time with AI transcription, summaries, and automated after-call tasks.
  • 24/7 availability with the AI Virtual User handling routine interactions.
  • Deep reporting insights with customisable dashboards and Power BI integration.
  • Your data stays yours – calls and media never leave your Microsoft tenant.
  • Rapid, low-code setup – up and running in hours, not months.
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Switch Connect Luware Unified User Dashboard


Unified user dashboard.
Calls, emails, tasks and WhatsApp messages handled from one central “My Sessions” view.

Switch Connect Luware Workflow Builder

Drag-and-drop workflow builder.
Design and adjust customer journeys instantly – no complex scripting.
Switch Connect Luware Deep BI Insights

Deep BI insights.
Monitor KPIs, track queue times, and analyse agent performance with a fully integrated Power BI template.
Switch Connect Luware Attendant Console

Attendant console.
Rapid transfer tools, calendar lookups, and clear queue visibility for high call volumes.

Frequently Asked Questions

  • In your own secure Microsoft environment. Calls and media streams never leave your M365 tenant, so you keep the compliance and encryption standards you already trust.
  • Modular licensing across three core products – Attendant Console (per user), Advanced Routing (per service), and Contact Centre (per user) – with add-ons including Omnichannel, Virtual User, Companion, Interact, and Capture. You pay only for what you need.
  •  Yes. Nimbus supports Operator Connect, Direct Routing, and Microsoft Calling Plans. As a certified Microsoft Teams Operator Connect partner, Switch Connect can also provide your carriage end to end. 
  • The Virtual User automates routine interactions and complex IVR flows, integrating with Microsoft Copilot or any Azure OpenAI GPT Realtime compliant AI platform. The Companion transcribes calls, generates instant AI summaries, and automates after-call tasks like CRM updates.
  • Yes. Luware Nimbus is ISO 27001 and SOC 2 Type II accredited, Microsoft certified, and backed by a 99.99% availability guarantee with 24/7 global support.
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Download the Switch Connect Luware Nimbus CC & CX brochure.

About Switch Connect

Why Switch Connect?

We're known for solving the hard challenges.

Our team brings real-world expertise across technology and business operations, helping organisations reduce risk and deliver reliable outcomes in mission-critical environments. As a preferred partner to the vendors behind the technology - Microsoft, Ribbon, AWS, and many others - our customers benefit from the engineering depth, certifications, and vendor relationships it takes to deliver at scale.

Microsoft Certified Operator Connect partner | Finalist in 2024 & 2026 TIE (ACOMM) Awards | Finalist in 2024 CRN Impact Awards

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Ready to elevate your customer experience?

Whether you're modernising calling or building a full omnichannel contact centre, our team is ready to help.
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