{"@attributes":{"version":"2.0"},"channel":{"title":"Blogs","link":"https:\/\/luware.com\/blog","description":"Don't miss out on the latest news and releases. Subscribe to our newsletter and stay ahead of the curve.","language":"en","pubDate":"Wed, 22 Jul 2026 15:02:14 GMT","item":[{"title":"Attendant Console for Microsoft Teams","link":"https:\/\/luware.com\/blog\/native-attendant-console-microsoft-teams","description":"
\n \"Teamleader <\/a> \n<\/div> \n

An attendant console for Microsoft Teams<\/strong> is a dedicated call-handling interface that lets receptionists manage high call volumes directly inside Teams. It combines caller identification, directory search, real-time presence, calendar visibility, and one-click transfers in a single view, so front-desk teams can connect each caller to the right person on the first try instead of searching across three or four separate windows.<\/p>","category":["Luware Nimbus","Attendant Console","Featured","2026"],"pubDate":"Wed, 22 Jul 2026 14:48:14 GMT","guid":"https:\/\/luware.com\/blog\/native-attendant-console-microsoft-teams"},{"title":"AI Contact Center for Financial Services in Microsoft Teams","link":"https:\/\/luware.com\/blog\/ai-contact-center-for-financial-services-in-microsoft-teams","description":"

\n \"Speakers <\/a> \n<\/div> \n

Customers have learned to expect that service should work like a conversation: describe the problem in plain language, get it resolved. Tools like ChatGPT and Gemini set that bar, and most contact centers fall short of it. The obvious fix is to add AI, yet MIT's NANDA initiative found that around 95 percent of enterprise generative AI pilots never reach measurable value. So the question worth asking is not whether to put AI into customer service. It is why so many attempts stall and what the few that work do differently. That challenge is sharpest in regulated industries, which is why building an AI contact center for financial services<\/span> is one of the hardest versions of this problem to get right and one of the most instructive.<\/p> \n

<\/em><\/p>","category":["Luware Nimbus","Automation & AI","Featured","Finance","2026"],"pubDate":"Thu, 02 Jul 2026 09:33:03 GMT","guid":"https:\/\/luware.com\/blog\/ai-contact-center-for-financial-services-in-microsoft-teams"},{"title":"FCA Non-Financial Misconduct: The COCON Rule Explained","link":"https:\/\/luware.com\/blog\/fca-non-financial-misconduct-cocon-2026","description":"

\n \"Compliance <\/a> \n<\/div> \n

From September 1st, 2026, bullying, harassment and violence between colleagues fall inside the FCA's Code of Conduct (COCON) for firms beyond banking. The new rule does not just ask you to hold a policy. It requires a defensible judgment about what happened, and that judgment rests on proof.<\/em><\/p> \n

This article explains what changes, who falls within scope, and why every decision the rule demands turns on a single question: Can you prove what was said?<\/em><\/p> \n

<\/em><\/span><\/p>","category":["Luware Recording","2026","Regulations"],"pubDate":"Mon, 22 Jun 2026 13:46:20 GMT","guid":"https:\/\/luware.com\/blog\/fca-non-financial-misconduct-cocon-2026"},{"title":"AI Augmentation for Contact Centers","link":"https:\/\/luware.com\/blog\/ai-augmentation-for-contact-centers","description":"

\n \"AI <\/a> \n<\/div> \n

Contact centers that close the gap between what business systems know and what agents know at the moment of pickup see measurable results fast. Caroline Howick, Team Manager for Pensions at Kent County Council, reports that Luware Nimbus boosted answer rates by 44% and cut wait times to just 30 seconds after deployment. That outcome reflects what happens when routing is intelligent and agents arrive at every call already informed.<\/p> \n

This article explains how AI augmentation works at a mechanical level, how it changes routing and the agent experience, and how to evaluate platforms before you commit. You will leave with a practical framework for deciding where to start and what to expect.<\/em><\/span><\/p>","category":["Luware Nimbus","Automation & AI","Featured","2026"],"pubDate":"Tue, 02 Jun 2026 09:57:48 GMT","guid":"https:\/\/luware.com\/blog\/ai-augmentation-for-contact-centers"},{"title":"How to Choose the Right Verint Financial Compliance Partner","link":"https:\/\/luware.com\/blog\/choosing-the-right-verint-financial-compliance-partner","description":"

\n \"Luware <\/a> \n<\/div> \n

Verint Financial Compliance (VFC) is one of the leading platforms for financial services compliance recording. It is primarily delivered through certified partners, meaning the partner you choose shapes everything from go-live speed to audit-readiness years later. This guide gives buyers a five-criterion framework for evaluating any Verint Financial Compliance partner against the realities of financial services compliance recording in regulated environments.<\/em><\/p>","category":["Luware Recording","Best Practice","Finance","2026"],"pubDate":"Fri, 29 May 2026 07:53:53 GMT","guid":"https:\/\/luware.com\/blog\/choosing-the-right-verint-financial-compliance-partner"},{"title":"Multi-Platform Compliance Recording in Regulated Industries","link":"https:\/\/luware.com\/blog\/multi-platform-compliance-recording-regulated-industries-best-practice","description":"

\n \"A <\/a> \n<\/div> \n

With most regulated firms running two or three separate recording solutions, they are falling short of audit-ready multi-platform compliance recording, which demands reliable capture, correct retention, and fast retrieval. 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<\/span> that surface only during audits.<\/em><\/p> \n

This article draws on decades of implementation experience across financial services to cover how multi-platform compliance recording can be implemented, where fragmented recording setups create risk, and what a certified solution needs to deliver.<\/span><\/p>","category":["Luware Recording","Best Practice","Finance"],"pubDate":"Tue, 28 Apr 2026 14:47:02 GMT","guid":"https:\/\/luware.com\/blog\/multi-platform-compliance-recording-regulated-industries-best-practice"},{"title":"Healthcare Contact Center","link":"https:\/\/luware.com\/blog\/healthcare-contact-center","description":"

\n \"Healthcare <\/a> \n<\/div> \n
\n 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.<\/span> \n <\/em> \n<\/div>","category":["Luware Nimbus","Interact","Best Practice","Featured","2026","Healthcare"],"pubDate":"Sat, 18 Apr 2026 13:41:10 GMT","guid":"https:\/\/luware.com\/blog\/healthcare-contact-center"},{"title":"Contact Center Knowledge Management","link":"https:\/\/luware.com\/blog\/contact-center-knowledge-management","description":"
\n \"Abstract <\/a> \n<\/div> \n

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.<\/p> \n

Most contact centers have a knowledge base. Fewer have a knowledge system, one that learns from every call, stores what it learns, and feeds that intelligence back to agents and AI workflows automatically. The gap between the two is where most AI initiatives stall. This article explains the four-step AI feedback loop that closes that gap, what to look for in a platform that can run it, and why the data you need is already being generated every time a call comes in.<\/p>","category":["Luware Nimbus","Best Practice","Automation & AI","2026"],"pubDate":"Thu, 02 Apr 2026 11:02:33 GMT","guid":"https:\/\/luware.com\/blog\/contact-center-knowledge-management"},{"title":"Speech Analytics Use Cases in Financial Services Compliance","link":"https:\/\/luware.com\/blog\/speech-analytics-use-cases-financial-services-compliance","description":"

\n \"A <\/a> \n<\/div> \n

At one Tier 1 international bank, fewer than 1 in 5,000 compliance alerts led to a formal review (source<\/a>). 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.<\/span><\/p> \n

In this article, we look at four practical speech analytics use cases and how they help regulated businesses detect breaches, prepare for audits, and operate more efficiently.<\/span><\/p>","category":["Luware Recording","Best Practice","Future of Work","Automation & AI","Featured","Finance","2026"],"pubDate":"Tue, 24 Mar 2026 14:10:32 GMT","guid":"https:\/\/luware.com\/blog\/speech-analytics-use-cases-financial-services-compliance"},{"title":"AI in Compliance Recording: Value, Risks, & What Works","link":"https:\/\/luware.com\/blog\/ai-compliance-recording-risks-value-what-works","description":"

\n \"A <\/a> \n<\/div> \n

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.<\/span><\/em><\/p> \n

This article draws on experience in enabling compliance recording for hundreds of regulated financial services firms across Europe and the U.S. It explains what AI actually delivers, where it creates new risks, and why your recording foundation determines if AI helps or hurts. Whether you're evaluating AI-powered analytics tools or reviewing your current setup, you'll leave with a clear framework: Build a reliable compliance recording foundation first, then layer AI on top.<\/span><\/p>","category":["Luware Recording","Best Practice","Future of Work","Automation & AI","Finance","2026"],"pubDate":"Fri, 27 Feb 2026 16:15:17 GMT","guid":"https:\/\/luware.com\/blog\/ai-compliance-recording-risks-value-what-works"}]}}