LoopUp and Luware have announced a new strategic partnership to deliver a globally scalable, telephony-integrated contact centre solution built for multinational enterprises managing high volumes of inbound calls.
A Simplified and Seamless Solution
LoopUp and contact centre specialist Luware have formed a strategic partnership to integrate global telephony with Luware’s Microsoft Teams-native contact centre platform – pitching a 'simplified, seamless and feature-rich' customer service solution.
Designed for multinational enterprises managing a high volume of inbound calls, the solution combines LoopUp’s enterprise-grade Teams telephony services spanning more than 100 countries worldwide with Luware’s flagship omnichannel contact centre platform Nimbus.
The result is pitched as a powerful, highly scalable contact centre solution that can be rapidly deployed and managed via a single global platform to reduce the complexities and inefficiencies of working with multiple regional carriers.
Benefits for Agents and Managers
Contact centre agents and supervising managers benefit from smart call routing and prioritisation based on queue dynamics and customer profiles, along with advanced analytics and reporting tools that help teams monitor performance and optimise resourcing.
The solution is also said to support customer relationship management (CRM) integration, enabling agents to access real-time customer data to personalise interactions and improve resolution efficiency.
Executive Insights
"As enterprises shift to Microsoft Teams for collaboration and customer engagement, the demand for telephony-integrated contact centre solutions is accelerating," said Marcus Greensit, COO, LoopUp.
"By partnering with Luware, we’re offering a globally scalable solution, enabling businesses to streamline operations. With businesses increasingly under pressure to scale customer service operations quickly, while maintaining high-quality service, this partnership is designed to provide immediate value."
"As a Luware Gold Partner we are given priority access to Luware resources and have closer alignment on product development which improves solution design for customers seeking integrated contact centre capabilities within Microsoft Teams," he said.
Oliver Lifely, Head of Sales UK&I, Benelux and Nordics Luware, said: "There are great synergies between LoopUp and ourselves as we both take a cloud first approach. As a Teams-native contact centre provider, partnering with LoopUp, a Teams native global telephony provider, ensures seamless integration of our services. Together we’re removing the usual pain points for customers who want a single supplier experience with global telephony and advanced contact centre features in Teams. We’re enabling operational efficiency, real-time visibility, CRM integration and world-class service delivery across multiple channels including voice."
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