Luware Wins Dual Honors: 2026 CRN Tech Innovator in Enterprise UC/Collaboration and Best Customer Service in US Customer Experience Awards

Award wins recognize Luware’s technological leadership and service excellence in the U.S. market

New York, NEW YORK, Aug. 31, 2026 (GLOBE NEWSWIRE) -- Luware, a leading provider of customer service and compliance recording solutions built natively on Microsoft Teams, today announced that CRN®, a brand of The Channel Company, has named Luware as the winner of its 2026 CRN Tech Innovator Awards in the Unified Communications & Collaboration - Enterprise category. Additionally, Luware has been recognized as a winner in the Best Customer Service category of the U.S. Customer Experience Awards. These two U.S. industry honors validate both the technology behind its customer experience platform and the service that the Luware team delivers.

Luware is the Winner in the CRN Tech Innovator Awards for UC / Collaboration - Enterprise

The CRN Tech Innovator Awards recognize the most innovative technologies shaping the future of the IT channel in the U.S. Selected by CRN's editorial team from hundreds of submissions across 30 technology categories, winning solutions demonstrate innovation, market differentiation, technological advancement, and measurable value for channel partners and customers. 

“The 2026 CRN Tech Innovator Awards winners represent the most innovative technologies driving the future of the IT channel,” said Jennifer Follett, VP U.S. Content and Executive Editor at CRN, The Channel Company. “These award-winning solutions demonstrate exceptional vision, technological ingenuity and a commitment to solving real-world challenges for partners and customers. We congratulate this year's winners on their innovation, channel leadership and meaningful contributions to the technology ecosystem.”

To earn the CRN Tech Innovator winning title, Luware submitted Nimbus Virtual User, which is the automation pillar of Luware's AI strategy, spanning automation, augmentation, and analytics. It is built to support employees, not replace them: Virtual User understands why a customer is calling and routes them to the right department, runs standard security checks, detects the caller's language, reads sentiment to match each customer with the best-suited agent. The impact is measurable. At one major insurance provider, first-contact resolution with a traditional IVR was 74%. After adopting Virtual User, more callers reached the right agent on the first try, and that figure climbed to 96%, a 22-point improvement. 

Additionally, Luware was named a winner in the Best Customer Service category (Silver tier) at the US Customer Experience Awards 2026. This honor recognizes Luware's “People over KPIs” approach to hiring and measuring customer-facing teams, which delivered a 100 percent onboarding satisfaction rate and 97 percent positive support satisfaction. The win was selected from a competitive field of finalists judged by an independent panel of customer experience leaders, practitioners, and industry experts. 

“We built our customer service around a simple belief: you cannot teach someone to care, but you can teach almost everything else,” James Cadman, Chief Customer Officer at Luware. “So we hire for empathy first and technical skill second, and we judge ourselves on how quickly we respond and whether customers are genuinely happy, not on how fast we close a ticket. Being recognized for Best Customer Service in the U.S. market tells us that putting people ahead of KPIs is something customers feel, not just something we believe. This recognition belongs to the team that lives it every day.”

To view the full list of the 2026 Tech Innovator Awards Winners, please visit crn.com/techinnovators. For a list of U.S. CX Awards winners, please visit https://usacxa.com/winners-and-finalists-2026.

Luware is a Winner in the US Customer Experience Awards for Best Customer Service

About Luware

Luware is a global leader in customer experience and regulatory compliance solutions, trusted by more than 1,500 organizations and headquartered in Zurich. Since 2010, the company has built an industry-defining portfolio anchored by Luware Recording: a next-generation compliance recording platform built for today's most demanding communication environments. Luware Recording empowers regulated organizations to capture, archive, and analyze voice, video, screenshare, and instant messaging across leading communication systems, helping ensure seamless compliance with frameworks such as MiFID II, Dodd-Frank, and DORA. Backed by their SOC 2 Type II accreditation and Microsoft 365 certification, and over a decade of experience powering global deployments across front, middle, and back-office telephony, it delivers a future-proof compliance platform that reduces complexity, strengthens oversight, and accelerates digital transformation.

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