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Better customer service, built around Teams.

Help customers reach the right person and give service teams a clearer view of demand. Luware Nimbus adds intelligent routing and contact-centre tools to Microsoft Teams, with Infinitel bringing the calling service and specialist support together.

Arrange a Nimbus demo
0333 048 0000hello@infinitel.co
Luware NimbusIn Microsoft Teams
Luware Nimbus workspace in Microsoft Teams, showing My Queue, My Services, My Day and My Reporting.
Focused Nimbus view of the agent queue and assigned services in Microsoft Teams.

Queues and service lines at a glance. Agents can see the work waiting and the services they handle without leaving Teams.

Nimbus agent workspace

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Luware Nimbus agent workspace in Microsoft Teams
The tools shown reflect the Nimbus modules selected for the service.

A better experience on every side of the conversation.

For your customer

Give every enquiry a clear welcome and a direct route to the team best placed to help, even when demand rises or the usual queue is busy.

For your agent

Handle assigned service queues in Teams, see the work waiting and bring the right colleague into the conversation without changing workspace.

For your supervisor

Watch queue pressure and availability as the day unfolds, then use historical insight to improve coverage, coaching and staffing.

Turn live demand into better decisions.

Queue volumes, longest waits and agent states help supervisors spot pressure early and monitor service levels. Historical reporting reveals recurring peaks, supporting smarter staffing and more consistent customer service.

Luware Nimbus service dashboard showing queue pressure, agent availability and daily service measures.
Focused Nimbus dashboard view showing calls in queue and the longest waiting task.

Spot queue pressure. See waiting demand and the longest current wait together, so supervisors know where attention is needed.

Focused Nimbus dashboard view showing active and available agents.

Move help to the right place. Agent states and the user view make it easier to understand available capacity during a busy period.

Focused Nimbus dashboard view showing queue time and connected time for the day.

Plan around real demand. Daily and historical measures help managers identify patterns and make better-informed staffing decisions.

Nimbus service dashboard

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Luware Nimbus dashboard showing queue pressure and agent availability
Spot queue pressure

See waiting demand and the longest current wait, so supervisors can act before queues build.

Move help to the right place

Understand agent availability and how work is distributed across the team.

Plan around real demand

Use daily and historical measures to identify patterns and plan staffing with better evidence.

Nimbus brings queue pressure, agent availability and service measures into one view. Demonstration data shown.

Give every enquiry a clear route to help.

Nimbus’s visual workflow editor connects greetings, opening hours, queues and overflow. Callers get a clear next step, while your team can adapt the journey as hours, services and demand change, with Infinitel’s specialist help.

  • Welcome customers clearly. Share the right greeting or information for the service and time of day.
  • Direct enquiries intelligently. Route work using the skills, priority and availability rules chosen for your team.
  • Keep busy periods moving. Send overflow to an agreed team or destination when the main queue reaches its limit.
Design a better customer journey
An example Nimbus call-routing workflowA customer calls your service number. Opening hours determine whether the caller enters a service queue or hears a closed-service message. A queue routes to a suitable available agent; an overflow rule provides another agreed destination.Your service numberThe customer callsOpening hours?OpenClosedService queueOverflowClosed messageAvailable agentSkills · priority · presenceNext destinationYour agreed fallbackExample Nimbus routing decisionsThe service number leads to an opening-hours decision. An open service enters the queue and routes to an available agent. A closed service plays a message. Queue overflow follows an agreed fallback.Service numberThe customer callsOpening hours?OpenClosedService queueClosed messageOverflowAvailable agentSkills · availabilityNext destinationAgreed fallback
An example of how Nimbus welcomes a caller, finds an available agent and handles overflow.

Built for the moments that test your service.

Start with the journeys where customers and teams feel the most pressure. Add the channels, business context and routing capabilities that will make those interactions easier to handle.

Digital channels, CRM connections, recording and advanced routing use the relevant Nimbus modules, integrations and licences.

Busy sales and customer-service teams

Prioritise valuable enquiries, direct calls to available colleagues and give supervisors live sight of demand when response times matter most.

Service desks and specialist support

Route enquiries by team or skill and, with a suitable integration, bring relevant CRM or ticket context closer to the agent handling the conversation.

Reception and shared service lines

Give every caller a consistent welcome, reflect opening hours accurately and create clear transfer and overflow routes across the organisation.

Make Nimbus easier to adopt and easier to run.

Infinitel turns your service goals into a solution your people can use, connects the calling and numbers behind it, and stays alongside your team as customer expectations change.

More time helping customers

Keep agents in the familiar Teams workspace, bring customer context into reach and give supervisors a view of demand. Infinitel helps your people use those capabilities confidently, so the tools support the service you want to provide.

Delivered by one specialist team

Bring Nimbus and external calling together through Infinitel Teams Direct Routing where required. One specialist team supports the supplied numbers, voice connection and contact-centre service as your organisation grows.

See what better service could look like for your team.

Bring your busiest periods, key queues and customer-service goals. We’ll demonstrate how Nimbus can improve routing, visibility and the agent experience.

Arrange a Nimbus demo

Your questions, answered

How does Nimbus work with Teams calling?

Nimbus adds contact-centre routing, agent and supervisor capabilities to Microsoft Teams. It works with supported Microsoft calling models including Calling Plans, Operator Connect and Direct Routing. Infinitel can bring Direct Routing, business numbers and Nimbus together as one designed solution.

Can we build on our current Teams environment?

Yes. Nimbus adds a contact-centre experience to Teams. Your current calling model and the modules you choose determine the connection and licence costs; Infinitel’s proposal brings them together.

What can we add beyond voice?

Digital channels, recording, CRM connections and advanced routing are available through the relevant Nimbus modules, integrations and licences. They are additional choices, so your proposal identifies the capabilities and charges included in your service.

Show us where customer service needs to work harder

See a customer reach the right queue, an agent answer in Teams and a supervisor respond to live demand. Arrange a Nimbus demonstration around your busiest service journeys.

Call our team0333 048 0000Email ushello@infinitel.co
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