Luware’s Groundbreaking Contact Center Solution at Enterprise Connect 2025

At the recent Enterprise Connect 2025, a pivotal advancement in unified communications was announced by Microsoft—Microsoft Teams Phone Extensibility. This innovative capability is set to reshape the landscape of communication solutions, empowering businesses to enhance their operational efficiency. At the heart of this evolution is Luware, a frontrunner in the VoIP industry, showcasing their cutting-edge Teams-native contact center solution, Luware Nimbus Power.

Transforming Communication with Dual Persona Functionality

In a captivating podcast recorded live from the event, John Wright, a representative from Luware, joined Doug Green, publisher of Technology Reseller News, to delve into the implications of this monumental breakthrough. Wright elaborated on the significant advantages of Luware Nimbus Power, which utilizes Microsoft’s Azure Communication Services (ACS) to implement what is termed as ‘dual persona’ functionality. This feature allows agents to receive and manage audio calls through either the contact center console or directly via the Microsoft Teams client, ensuring a seamless user experience.

Revolutionizing Contact Center Solutions

Wright highlighted that while many competitors opted for a quick market entry by merely adapting existing solutions to integrate with Teams, Luware took a more ambitious route. They have completely re-engineered their contact center platform to natively operate within the Teams ecosystem, employing the Extend model. With the newly attained Power certification, Luware has elevated its solution by integrating advanced features that work effortlessly with Microsoft 365 tools such as Power Automate, SharePoint, and Dynamics, as well as enabling real-time AI enhancements through Microsoft Copilot Studio.

Security and Compliance: A Top Priority

This innovative cloud-native architecture is designed not only for efficiency but also for security. By keeping call handling within the Teams tenant without rerouting through external infrastructures, organizations can ensure compliance with stringent security requirements. Wright noted, “The call stays within the Teams tenant, which is a significant advantage for organizations managing sensitive data and adhering to strict compliance protocols.” This approach offers unparalleled flexibility for integrating with various Customer Relationship Management (CRM) systems, ticketing platforms, and other third-party applications, making it a versatile solution for businesses of all sizes.

Uniting Diverse Technologies for Seamless Operations

For enterprises with complex multi-vendor environments or those relying on a variety of longstanding technologies, Luware’s strategy is positioned as a powerful unifying solution. Wright stated, “Many departments may utilize different systems—be it Salesforce, Freshdesk, or others. Luware can centralize communications across multiple platforms while ensuring that the user experience remains anchored within Teams.” This flexibility allows organizations to maximize their existing investment in technology while enhancing overall operational workflow.

Empowering Partners with a Robust Program

Luware’s dedication to fostering strong partnerships is evident through its comprehensive partner program, designed to support Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs). Wright explained, “We have created a rewarding and intuitive partner program around Nimbus. You can deploy a full-featured, omni-channel, AI-powered contact center in under 40 minutes, empowering partners to offer enhanced services efficiently.” This program not only benefits partners but also provides businesses with quick access to top-tier contact center capabilities, enabling faster implementations and improved customer service.

The Future of Contact Centers is Here

As organizations continue to navigate the complexities of modern communication needs, Luware’s commitment to native integration with Teams and its close collaboration with Microsoft positions it as a leading choice for scalable, secure contact center deployments. The advancements showcased at Enterprise Connect 2025 highlight a significant step forward in enabling businesses to harness the full potential of their communication tools.

For organizations looking to enhance their communication strategies and integrate advanced technologies, Luware’s Nimbus Power solution is a game changer. The seamless integration with Microsoft Teams and the robust capabilities it offers make it a compelling choice for any modern enterprise.

For more information, visit www.luware.com.

Source Article:https://telecomreseller.com/2025/04/07/luware-showcases-teams-native-contact-center-innovation-at-enterprise-connect-2025-podcast/