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G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering

By Tracey E. Schelmetic July 12, 2023

Unified communications solutions provider G12 Communications recently announced its partnership with contact center solutions company Luware to deliver an innovative Teams Contact Center offering through Operator Connect. Leveraging the Microsoft technology stack, Luware's contact center solution suite for Teams provides a unified interface for agents and transforming the customer interaction experience.

Microsoft Teams supports customer interaction work streams by acting as the hub for internal and external customer connection across its modes of communication including chat, video meetings, and calling. For some organizations, Microsoft Teams’ cloud voice capabilities, including auto attendant and call queues, meet their needs. Other companies need a more robust contact center platform that can be easily integrated with Teams, and the G12/Luware offering aims to provide it.

Luware's advanced routing capabilities and fully integrated contact center and attendant console solution, built with the highest level of Microsoft integration and certified with Microsoft Teams, bring a new level of efficiency and effectiveness to contact center operations, said the companies. Businesses can gain flexibility in call flow management and routing, while contact center agents benefit from real-time information, insights, workflows, and tools, resulting in increased productivity and enhanced customer satisfaction.

As a certified Operator Connect provider, G12 combines its expertise in telecommunication automation, secure Microsoft Connections, and managed Microsoft Teams Phone deployments to offer customers a seamless and comprehensive solution for both Teams and Luware. By choosing G12 as their Operator Connect partner, customers can enjoy the advantages of a single-vendor solution, simplifying their experience and maximizing the potential of Teams and Luware's technology.

In addition, Luware's platform also serves as a gateway to Azure Communication Services, Power BI and Power Automate, opening opportunities to customize the customer journey and afford businesses a comprehensive view of their operational performance. This integration enables businesses to tailor their communication strategies, harnessing the full potential of Microsoft's ecosystem.

"The addition of Luware Nimbus to the G12 Operator Connect offering is a game-changer. It enables customers to use Microsoft Teams as their primary platform for communications, with both the phone system and the contact center solution," said Rick Garcia, Co-Founder and Chief Revenue Officer at G12 Communications.

Edited by Greg Tavarez
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