Luware

HQ: Switzerland
Founded Year: 2010
Phone: +41 58 404 28 00
Est. # Employees: 170
Company Type: Privately Held
Category: CCAAS
This is CXSpy's primary classification of the Luware software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Luware software.

Description:Luware is a Zurich software company whose main product, Luware Nimbus, turns Microsoft Teams into a contact center. Nimbus is a certified Teams contact center app that runs on the Teams phone system through Direct Routing, Calling Plans, or Operator Connect. It adds skills-based and presence-based routing, IVR, queues, an attendant console, omnichannel workflows, live chat, and real-time and historical reporting, and agents work inside the Teams client. A second product, Luware Recording, handles compliance recording for regulated industries on Teams, Zoom, and trader voice. Michael Jakob, Philipp Beck, and fellow founders started the company in 2010 at Zurich's Technopark, building on a bachelor's thesis about combining Microsoft unified communications with contact center features. Luware says it has more than 170 employees, more than 1,200 customers, and offices in Switzerland, Germany, Poland, the UK, and the US. Nimbus routes more than 10 million calls a month for over 100,000 users. Pricing is published per service or per user. Named customers include UBS, Swiss Re, Generali, SIX, Kent County Council, and Derby City Council.

Luware Contact Center as a Service (CCaaS)

About Luware

Luware is a Swiss provider of cloud-native contact center and compliance recording software built around Microsoft Teams. The company grew out of a bachelor's thesis at the University of Rapperswil that tested whether Microsoft Office Communications Server, the ancestor of Skype for Business and Teams, could carry contact center functions. The founders, including Michael Jakob and Philipp Beck, started Luware in Zurich's Technopark in 2010, and an early customer, Medicall, followed. Luware won Microsoft Partner of the Year in Switzerland in 2012 and 2025, and in 2016 it signed a UBS contract for 30,000 users. When Skype for Business reached end of life, Luware launched Luware Nimbus as a Teams-native product in 2021. Nimbus uses the Teams phone system for all calls through Graph API integration, so agents never leave Teams. It adds routing, queues, IVR, an attendant console, omnichannel workflows, live chat, supervision, and Power BI reporting. AI features run on Microsoft Cognitive Services and Azure AI Foundry, and data is hosted in Azure clusters in Switzerland, Germany, Western Europe, the UK, the US, and Australia. NimbusOne brings the agent experience into a CRM, ERP, or custom agent desktop, and Luware lists integrations with Salesforce, ServiceNow, Zendesk, and HubSpot. Luware Recording is built on Verint Financial Compliance and Intelligent Voice in Azure. Luware lists SOC 2 Type II, ISO 9001, ISO 27001, and ISO 14001 certifications.

Luware Features

1. Certified Microsoft Teams contact center that runs inside the Teams client

2. Skills-based, presence-based, priority, and longest-idle routing

3. IVR and auto attendant, announcements, text to speech, and interactive queuing

4. Attendant Console for receptionists and operators

5. Omnichannel workflows and live chat

6. Real-time and historical reporting, wallboards, Power BI templates, and supervisor listen, whisper, and barge

7. NimbusOne agent experience inside CRM, ERP, or a custom desktop, with integrations for Salesforce, ServiceNow, Zendesk, and HubSpot

8. Luware Recording for compliance and quality recording on Teams, Zoom, and trader voice

Luware Pricing

Published on luware.com/pricing (USD, with CHF, EUR, and GBP options). Luware Nimbus Advanced Routing USD 85 per service and Enterprise Routing USD 170 per service, each for 25 services or more. Contact Center USD 85 per user for up to 199 users. Microsoft Teams Attendant Console bundle USD 105 per named user, including five contact center voice services. Larger deployments and Luware Recording are quoted on request.

Luware Customers

UBS; Swiss Re; Generali; SIX; KBC; Die Mobiliar; Kent County Council; Derby City Council; Belgian Federal Public Service Finance; Kleurrijk Wonen; FEIN

Luware Socials