# Luware Reviews **Vendor:** Luware **Category:** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci) **Average Rating:** 4.4/5.0 **Total Reviews:** 8 ## About Luware Luware delivers cloud-native solutions built for Microsoft Teams, empowering organizations to simplify communication, enhance customer service, and meet strict compliance requirements. With a modular suite spanning contact center, attendant console, workflow automation, and certified compliance recording, Luware unifies collaboration and customer engagement on one secure, scalable platform. Luware Nimbus is a powerful customer experience solution designed to grow with your business. It transforms Microsoft Teams into a customer service hub, offering a single platform to unite your organization’s capabilities—whether it’s an internal helpdesk, a branch office, or a global contact center. Experience effortless compliance and quality monitoring with Luware Recording, the definitive cloud-based solution for capturing, storing, and analyzing conversations across platforms. Backed by Verint’s cutting-edge recording technology and managed by industry-leading experts, it ensures your business stays secure, compliant, and ahead of the game. Protect your data, simplify adherence to regulations, and focus on growing your business—all with Luware Recording. ## Luware Pros & Cons **What users like:** - Users value the **ease of use** of Luware, appreciating its intuitive interface and smooth integration with Teams. (5 reviews) - Users appreciate the **easy integrations** of Luware, allowing for seamless use within Microsoft Teams and daily workflows. (4 reviews) - Users value the **seamless integration** of Luware with MS Teams, enhancing daily workflows and communication efficiency. (4 reviews) - Users value the **quick and friendly customer support** of Luware, enhancing their overall experience with the product. (3 reviews) - Users find Luware's **implementation ease** exceptional, with quick setup and an intuitive interface for all users. (3 reviews) - Reporting (3 reviews) - Easy Implementation (2 reviews) - Easy Setup (2 reviews) - Reliability (2 reviews) - Users value the **enhanced functionality** of Nimbus, especially its useful IVRs and PowerAutomate integration. (2 reviews) **What users dislike:** - Users are frustrated by **missing features** such as full change history in reports and bulk user creation. (2 reviews) - Users find that **complex customization** can be time-consuming and requires significant effort from administrators. (1 reviews) - Users find the **complex features** of Luware require extensive configuration, making setup time-consuming and challenging. (1 reviews) - Users find the **complexity of setup and configuration** to be time-consuming and challenging for smaller teams. (1 reviews) - Users find the **difficult setup** of Luware challenging, requiring time-consuming configurations and a steep learning curve. (1 reviews) - Expensive (1 reviews) - Users experience **software bugs** that can break features, often taking months to resolve due to Microsoft dependencies. (1 reviews) - Steep Learning Curve (1 reviews) ## Luware Reviews ### 1. Luware: A Well-Rounded Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Bradley J. | Senior Account Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Luware?** Luware offers a clean and intuitive interface, making it easy to use for both new and experienced users. The implementation process is straightforward, with clear documentation and strong onboarding support. Their customer support team is responsive, knowledgeable, and quick to resolve issues. We use the platform frequently as it integrates well into daily workflows. The feature set is comprehensive, covering a wide range of communication and contact center needs. Integration with existing systems, especially Microsoft Teams, is seamless and reliable. **What do you dislike about Luware?** Some advanced features require additional configuration, which can be time-consuming. Pricing can be on the higher side for smaller teams. Learning curve for administrators when setting up complex workflows. **What problems is Luware solving and how is that benefiting you?** Luware streamlines customer communications by consolidating calls, chats, and other channels into Microsoft Teams, removing the need for multiple disconnected tools. It addresses the challenge of managing distributed teams by providing real-time visibility into agent availability and performance. The platform’s automation and routing features ensure customers reach the right person more quickly, reducing wait times and improving satisfaction. Centralised reporting and analytics help identify trends and support data-driven decisions. Overall, this has increased our team’s efficiency, improved the customer experience, and made our operations more transparent and manageable. ### 2. Very professional partner **Rating:** 5.0/5.0 stars **Reviewed by:** Luis Alexandre Bosshard A. | Director Customer Care Center Non Life & Life, Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2025 **What do you like best about Luware?** - Solution oriented - strong partnership - deep understanding of our needs - constantly evolving **What do you dislike about Luware?** - You always wish to work with on single provider for everything you need to fix in your company, which is not realistic. **What problems is Luware solving and how is that benefiting you?** We have distinctive needs as a customer care unit and Luware constantly supports us with specific solutions, not only out of the box. ### 3. Great and easy to use solution, with a lot of potential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2025 **What do you like best about Luware?** - Strong integration with Microsoft Teams - Setup, configuration, and implementation are quick and straightforward, with no need for deep technical expertise - Very easy to use for agents and admins - Clear and useful reporting with Power BI - Good automation options with Power Automate - Easy to manage on a daily basis - Support is quick and friendly - Product is growing and improving fast **What do you dislike about Luware?** - Missing features like full change history in reports and bulk user creation - Bugs and issues caused by Microsoft dependencies **What problems is Luware solving and how is that benefiting you?** - Better overview and control for agents and admins - Clear reporting in Power BI - Automation with Power Automate to save time - One solution instead of many separate tools ### 4. Modern and stable Cloud Contact Center solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Luware?** - Smooth integration with Teams - Easy-to-manage and maintain - Power BI Report integration - Integration with MS Flow for advanced features - Perfect support **What do you dislike about Luware?** - Currently some little missing features like bulk creation of users **What problems is Luware solving and how is that benefiting you?** With Luware Nimbus, we have a reliable and well-manageable Cloud Contact Center solution that allows us to help citizens in an efficient way and also gives us a good picture of our telephony traffic so that we can respond properly. ### 5. Luware is **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Luware?** Effortless routing, great UX, easy to integrate into MS Teams **What do you dislike about Luware?** Would be great if newer features could be rolled out quicker **What problems is Luware solving and how is that benefiting you?** Luware Contact Center solves key challenges in customer service by unifying Teams-based communications, enabling intelligent call routing, and providing real-time analytics for SLA management. For a Voice Sales Manager like you, it streamlines workflows, improves customer experience through faster resolutions, supports remote work with mobile access, and ensures compliance with secure call recording. Its integration with Power BI aids workforce planning, while automation tools like Azure OpenAI enhance productivity by handling repetitive tasks ### 6. Einfache Einrichtung & Gute Automatisierungsintegration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Luware?** Luware Nimbus allows us to map the use cases that MS Teams AA&CQ does not offer. The initial setup of a Nimbus service is super easy and the Power Automate integration is really practical. **What do you dislike about Luware?** The support between Luware and MS could be a bit better. Otherwise happy. **What problems is Luware solving and how is that benefiting you?** Mapping of call center solutions based on skills and activities enables good call handling of customer inquiries. ### 7. Great progress and development since we first started with Luware **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Facilities Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2025 **What do you like best about Luware?** Ease of use for agents and management for administrators **What do you dislike about Luware?** Dependency from other platforms such as MS Azure or components such as MS PowerAutomate **What problems is Luware solving and how is that benefiting you?** Internal contact centers and reception systems ### 8. Everything what Teams never had **Rating:** 5.0/5.0 stars **Reviewed by:** IGEFA I. | Referent IT, Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2024 **What do you like best about Luware?** Nimbus is filling all those important holes of functionality which MS Teams PSTN itself currently has, from useful IVRs, Conditions up to the most important feature a PowerAutomate integration. **What do you dislike about Luware?** Some bugs which sometimes even break features takte month to be resolved. **What problems is Luware solving and how is that benefiting you?** Being able to enhance the classic phone call with information for both the customer (via dynamic Announcment and IVR) and the agent (via Adaptive Cards). - [View Luware pricing details and edition comparison](https://www.g2.com/products/luware/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+23%3A39%3A36+-0500&secure%5Bsession_id%5D=9c012460-e42d-4393-b6ef-0cba92616823&secure%5Btoken%5D=378c47046230eb47da767eeba81b54fee6ca7b9bd5f17d64fe5456f622a3b631&format=llm_user) ## Luware Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Apache OFBiz](https://www.g2.com/products/apache-ofbiz/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft Power Automate](https://www.g2.com/products/microsoft-power-automate/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) ## Luware Features **Quality Assurance** - Evaluation - Calibration - Reports **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Engagement** - Feedback - Dashboards - Training **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Performance** - Integrations - Compliance **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Generation - AI Text Summarization ## Top Luware Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,451 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,422 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (590 reviews)