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By Dale Cross
With most regulated firms running two or three separate recording solutions, they are falling short of audit-ready multi-platform compliance recording. Each of their solutions is tied to different telephony platforms, archives, and retention configurations. Each has their own interface and search logic. This puts them at risk of undiscovered recording gaps that surface only during audits.
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By Oli Lifely
A healthcare contact center is the patient-facing communication layer that handles inbound and outbound calls, messages, and video interactions for a medical provider. Modern healthcare contact centers route by clinical priority, integrate with electronic health records, record every interaction for compliance, and, increasingly, run natively inside Microsoft Teams. In short.
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By Marcel Gaufroid
Contact center knowledge management is the practice of capturing, organizing, and continuously updating the information agents need to resolve customer issues accurately and quickly. In AI-ready operations, it goes further: it turns every conversation into structured data that feeds back into the systems making the next interaction smarter.
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By Joshua Wood
At one Tier 1 international bank, fewer than 1 in 5,000 compliance alerts led to a formal review (source). Not because risks were rare, but because compliance teams lacked tools to review conversations at scale. Speech analytics changes that dynamic. By automatically transcribing, analyzing, and flagging conversations, compliance teams can monitor every interaction without manually reviewing thousands of recordings.
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By Marcel Gaufroid
Business leaders often view automation tools as simple digital receptionists, but exploring diverse chatbot use cases reveals a broader strategic landscape. Modern conversational AI interfaces—and the AI automation frameworks that power them—drive revenue, streamline operations, and fundamentally change how organizations interact with their audiences. You likely see these AI chatbots on websites, yet many companies fail to utilize their full capacity for end-to-end business transformation.
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By Joshua Wood
When checking recordings for possible compliance breaches, you shouldn't need to listen to millions of calls. AI promises to find the three that matter. But before it can help, it needs something solid to work with. Without a compliant recording foundation, AI doesn't reduce your risk. It amplifies it.
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By Luware
Microsoft Teams-native call management and recording replace legacy systems while preserving long-term auditability.
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By Marcel Gaufroid
Microsoft Teams has evolved into the central hub for workplace collaboration for millions of organizations. While chat and video meetings are standard, integrating external voice capabilities remains a critical step for many businesses. Leaders often face a difficult choice when adding voice services to this platform. You generally have two primary options to connect your staff to the outside world. This guide analyzes the differences between Microsoft Calling Plans vs. Direct Routing to help you decide.
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By Joshua Wood
2025 did not deliver one defining compliance moment. Instead, it left behind a series of small signals that, taken together, point to a much larger shift underway in financial services compliance. This article breaks down the most important lessons from 2025 and connects them to the strategic decisions compliance leaders will likely face in 2026, offering a perspective on where attention, investment, and governance will matter most.
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By Markus Weisbrod
Customer expectations have shifted. It is no longer just about picking up the phone; it is about being exactly where your customers are. But for Contact Center managers, adding new channels usually means adding new complexity. Every time an agent has to minimize a window to check a WhatsApp Web tab or a separate CRM, they lose focus. This “context switching” kills efficiency. But what if your asynchronous messaging lived right next to your voice controls?
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By Luware
Recording everthing hasn't improved compliance. It has buried it. Reviewing millions of hours of irrelevant conversations overwhelms compliance teams and weakens oversight, risking critical moments to slip through unnoticed. Smarter filtering changes this. As examplified in this video, it empowers compliance teams to cut through the noise, restoring focus and control. They will not only be able to meet regulatory demands with confidence, but unlock valuable business intelligence simultaneously.
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By Luware
Frustrated customers are not random. They are the result of outdated contact center systems, poor queue logic, and call routing that sends customers to the wrong agent. In this video, we break down the real reasons why customer experience suffers in many contact centers. You’ll see how long wait times, misrouted calls, and disconnected processes hurt both customers and agents — and why intelligent routing is becoming a core requirement of any modern CX platform.
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By Luware
Disconnected systems make customer service harder than it needs to be. When teams and tools operate in silos, customers are passed from one place to another, while organizations lose a clear view of how service is actually delivered and where friction is created. Luware Nimbus is the central CX platform—the “brain”—that brings those disconnected parts together. By unifying customer interactions, workflows, and data within the Microsoft 365 ecosystem, Nimbus creates a single, coherent foundation for managing and understanding customer service operations.
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By Luware
Join us for a comprehensive panel discussion featuring industry leaders: as they explore the current landscape and future of Teams CCaaS integrations. In this insightful recording, we delve into: Don’t miss out on this opportunity to stay ahead in the evolving world of communication platforms!
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By Luware
At Enterprise Connect, Microsoft announced Teams Phone extensibility. The new model allows independent software vendors (ISVs) to leverage Azure Communication Services (ACS) with Microsoft Teams for enhanced communication. Luware is one of the first Microsoft ISV partners to provide the next-generation Teams-integrated contact center. Luware can now offer the first version of the next generation Teams integrated contact center with Luware Nimbus Power, which is based on the existing Nimbus platform.
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By Luware
Join us as we break down Derby City Council’s successful transition to a Microsoft Teams contact center. Learn from their challenges and triumphs, and see how similar solutions can revolutionize services in the public sector.
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By Luware
Understand the EU AI Act's impact on financial institutions using AI-powered solutions. Ensure compliance confidently with our practical steps.
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By Luware
Understand how Luware Nimbus uses the Microsoft Teams presence status in addition to an agent's skill profile to determine whether an agent can join a call. From Presence to Performance: Effectively Manage Contact Center Users An employee's ability to join a contact center call depends on his or her Presence state. Learn how Luware Nimbus determines Presence status and how it relates to the Microsoft Teams status.
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By Luware
Learn how to connect Teams to the public telephone network and leverage third-party applications to extend the software's functionality and manage all enterprise interactions and customer touchpoints on the platform.
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By Luware
The Recording Information Security Whitepaper meticulously outlines the data privacy and security measures implemented by Luware AG to safeguard customer data.
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Luware develops customer service solutions that enable organizations to communicate more effectively.
Fully leveraging the Microsoft technology stack, Luware Nimbus, Luware's Contact Center as a Service solution, adds the contact center and intelligent task routing functionality you need to effectively manage customer inquiries in Microsoft Teams.
Luware Recording extends the offering with a fully managed cloud recording solution that enables organizations to take full advantage of these modern communication channels while remaining compliant.
How You Benefit From Luware:
- Increase Flexibility: Our solutions are cloud-based services that update automatically. You don’t require any infrastructure.
- Simplify IT: Our Solutions integrate easily with your existing technology stack within hours.
- Seamlessly Integrated: Our products connect quickly and easily with your CRM, ERP and ticket systems, so you can use your existing data and systems efficiently.
Contact Center and Conversation Recording as a Service.