Luware Contact Centre Solutions

Transform your customer engagement with Luware, the leading contact centre solution designed to seamlessly integrate with Microsoft Teams.

Conquer Customer Service

Delivering excellent customer service is significantly easier when you have the right technology foundation. Luware brings advanced call management, detailed reporting, and robust CRM integration directly to your Teams platform.

Improve the efficiency of your communications, empower your team to provide better service, and gain deeper insights into customer interactions – all without leaving Microsoft Teams.

Key Features Include

We turn IT from a necessary expense into a strategic advantage. Your first call connects you directly to a Microsoft-certified engineer, while our advisors help you plan for what’s next.

Advanced Call Routing & Management

Ensure your customers are connected to the right team member, every time, with intelligent call routing, skill-based distribution, and queue management.

Dynamic CRM Integration

Enhance customer interactions by integrating with Microsoft Dynamics CRM, giving your team access to key client information during calls for more personalised service.

Comprehensive Reporting & Analytics

Gain valuable insights with real-time dashboards, detailed reports, and call recording capabilities, helping you track performance, optimise processes, and improve customer satisfaction.

Scalable Support

Adaptable for teams of any size, Luware’s scalable approach ensures that your contact centre grows as your business does.

Flexible Configuration

Empower your supervisors with easy-to-use tools that allow them to configure call flows, manage queues, and adjust settings without needing IT support.

Future-Proof Communication

Support for emerging channels such as Live Chat, video, and social messaging ensures your contact centre can handle evolving customer preferences.

How Luware Works with Microsoft Teams

Luware Contact Centre Solutions work natively within Microsoft Teams, but did you know that many organisations integrate it with their existing CRM, ticketing systems, and business applications to create a unified customer service platform?

When properly configured, Luware can access and update information across your customer management tools, creating seamless workflows that eliminate the need to switch between multiple applications. This integration ensures your customer service team has immediate access to complete customer information and can provide more efficient, personalised support.

Request Your Free Comprehensive Review of Your IT Environment

Free Consultation

Clearer Insights in an Instant

Luware’s reporting and analytics tools provide comprehensive insights into customer interactions, enabling informed decisions that drive performance and improve service quality. With real-time monitoring and detailed historical reporting, you can track every aspect of your contact centre operations directly within the Microsoft Teams interface.

Real-Time Dashboards

Supervisors can access live dashboards that provide an instant overview of ongoing activity, including call volumes, queue statuses, agent availability, and more. This real-time insight allows for quick adjustments, helping you maintain service levels even during peak times.

Performance Monitoring

Track key performance indicators (KPIs) like average response time, call handling time, and first-call resolution rates. Luware’s reporting tools make it easy to identify trends, highlight areas of improvement, and reward top performers.

Call Recording & Quality Monitoring

Generate detailed reports tailored to your specific needs. Luware lets you filter data by agent, team, department, or communication channel, providing a granular view of your contact center’s performance. This flexibility allows you to analyse data in the way that’s most meaningful for your business.

Customisable Reports

Data-Driven Decision Making

With access to clear, actionable insights, businesses can make informed decisions about staffing, training, and process improvements. Use the data to optimise resource allocation, reduce response times, and enhance the overall customer experience.

Historical Trends & Predictive Analysis

Understand long-term patterns by analysing historical data. Luware’s tools help you predict future call volumes, staffing needs, and customer behaviour, allowing for proactive planning and improved resource management.

Why Partner with Us for Your Luware Deployment?

Partnering with Nexus for your Luware deployment means you’re working with a trusted, award-winning IT provider with over 25 years of experience. As a certified Microsoft Solutions Partner in Modern Work, we bring deep expertise in integrating and optimising Microsoft products, including Teams, to enhance your business communications.

Our team of over 50 skilled professionals ensures that your Luware contact centre solution is implemented seamlessly and securely. With ISO 27001 and Cyber Essentials Plus certifications, we prioritise robust data security and compliance, giving you peace of mind that your customer interactions are protected to the highest standards.

Contact Us

Let’s Chat About Your IT

Every business is different and so are its IT challenges.

Whether you’re exploring how to improve cybersecurity, strengthen backup and continuity, or get more from your Microsoft 365 environment, we’ll help you identify where to start.

Our consultants will take the time to understand your setup and share clear, practical recommendations — no jargon, no hard sell.

Simply complete the form and we’ll be in touch within 24 hours.
(Most suitable for organisations with 40+ IT users.)

“Nexus Open Systems Ltd demonstrated an excellent track record delivering innovative IT services and cloud solutions while exceeding customer expectations.”

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