Luware launches NimbusOne after Microsoft Unify certification

Luware introduced NimbusOne, a new contact center client for its Microsoft Teams-based Nimbus platform, and said Microsoft has certified Nimbus for Unify. The new client lets agents work inside CRM systems or a customizable desktop while keeping Teams for other work, with AI transcription and summaries available during live calls.

Why it matters: - Luware NimbusOne gives contact center agents a choice of workspace, which can reduce tool switching and shorten time lost between systems. - The Unify certification opens a path for Microsoft-centric organizations to add dedicated contact center workflows without replacing Teams Phone. - Real-time transcription and summarization can make customer notes available before a call ends, which may speed follow-up and improve handoffs.

What happened: - Luware introduced the NimbusOne client for its Luware Nimbus contact center platform. - Microsoft certified Luware Nimbus for Unify, the integration model behind the new client. - The launch was announced on October 1, 2026, in Zurich. - NimbusOne is available now for new and existing Luware Nimbus customers.

The details: - NimbusOne lets agents work directly inside Salesforce or Microsoft Dynamics 365. - NimbusOne also supports a customizable agent desktop. - Luware Nimbus remains available for employees who work best inside Microsoft Teams. - The company positions the product around a “client of choice” approach, where the workspace matches the worker’s role. - The client is aimed at sales, service, high-volume support and citizen service teams. - The layout adapts by role so agents see only the tools and information they need. - NimbusOne is accessible and available in multiple languages. - Both Nimbus and NimbusOne are managed from one admin center, which reduces IT and training overhead. - The dual persona setup keeps customer work in NimbusOne and personal calls, meetings and chats in Microsoft Teams. - Live AI transcription and summarization run during the call, not after it. - Unify processes calls directly in Microsoft Azure Communication Services. - For high-volume contact centers, Luware says call setup takes milliseconds instead of seconds. - Microsoft’s Unify model lets organizations keep existing Teams Phone telephony and numbers while agents use a dedicated contact center application. - Luware is one of 10 organizations worldwide certified by Microsoft for Unify. - For resellers and IT service providers, the setup can support contact center expansion for customers already on Microsoft 365.

Between the lines: - The launch broadens Luware’s pitch beyond Teams-only workflows and into role-specific customer service environments. - The Unify certification may matter as much as the product itself, because Microsoft validation can lower adoption friction in enterprise buying decisions. - The product also reflects a wider trend: contact center software is moving closer to the systems agents already use every day.

What's next: - Luware will market NimbusOne to new and existing Nimbus customers that want CRM-centric or desktop-based agent workflows. - Partners and service providers can use the Unify-based approach to offer contact center services without rebuilding around a new telephony stack. - More organizations may test whether Teams, CRM and AI can be unified without forcing agents into a single interface.

The bottom line: - Luware is trying to make Microsoft Teams-based customer service more flexible by adding a certified, role-specific client that works where agents already spend their time. More information