Univerx Cloud is the shared foundation: one administration, one data model, open interfaces, operation in the EU. Each family can be introduced on its own; two optional add-ons join when needed.
GDPREU data residencyEU AI ActBSI C5eIDASNIS2DORABFSG / EAA
Product families
Every family in detail.
Each family with its capabilities and the regulations that matter most for it.
01
Platform
Univerx Cloud
One cloud for every customer contact.
The shared base of every family: multi-tenant microservices, regions in the EU, telephony from the platform or with your own carrier, collaboration and one central administration.
Phone, video, chat, secure messaging, messaging apps, SMS, email and social media in one queue and one workspace. With history, context and scripts, so nobody has to explain a request twice.
AI agents resolve routine requests on the phone and in chat, Univerx Assist supports employees live, Agent Studio governs it all. Plus routing, conversation analytics and knowledge; governance is part of the product.
The right people at the right time, planned with the team.
One cycle from forecast to coaching: predict contact volume, plan shifts, evaluate quality, develop people. Co-determination is a design goal, not an afterthought.
Understand what customers really do, and act at the right moment.
Univerx Journeys joins events from website, app and contact centre into customer journeys, shows where people get stuck and triggers the next best action: in chat, on the phone or as a message.
Voice and digital campaigns from one list, automated reminders with no agent involved, lists with call windows, suppression lists and consent checks. Designed for German competition law and the GDPR.
Vetted apps and connectors from one catalogue, ready-made connections to common CRM and ITSM systems, integration of existing phone systems, open APIs, SDKs, webhooks and data export to your BI.
Pick a family and go straight to the capability you are looking for.
Cloud architecture
Multi-tenant microservices that scale independently and are updated continuously. New functions arrive without an upgrade project and without a maintenance window you have to plan.
Operated in EU regions, with data and media close to your users and hosting in Germany planned. Availability comes with a contractual commitment; the figure is in the contract.
Numbers and carrier connectivity come from the platform. Or you connect your own telephony and replace existing systems step by step via SIP. Every path can be mixed with the others.
One console for the users, roles, flows and data of every family. Flows are orchestrated visually instead of programmed, and every change is logged and traceable.
Build flows and guided forms without code: branching, data actions in connected systems, approvals, timers and error paths. In customer contact, self-service and the back office, with versions, test mode and release.
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
Incoming contacts end to end: answering, queueing, callbacks, handover with context and wrap-up. So every request reaches, first time, the place where it gets resolved.
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
Find social posts and messages that need an answer, distribute them like any other contact and answer them straight from the desktop, in public or in private.
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
From chat to call to video to co-browsing without starting over: one session, one context, the same person. No new queue, no second identity check, nothing to repeat.
Chat, calls, video, co-browsing and push notifications inside your own app. Customers are signed in through the app, conversations resume after an interruption, and events flow into Univerx Journeys.
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
AI agents that complete multi-step tasks across connected systems: look up, change, book, trigger a process. Several specialised agents, coordinated by an orchestrator, bound by guardrails and approvals.
Studio-quality voices in many languages and accents, fast enough for live dialogue. For voicebots, announcements, notifications and read-aloud. With ElevenLabs as technology partner, always disclosed as AI.
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
Capacity planning looks months ahead: how many people with which skills do you need, what does it cost, and what changes when a channel grows or AI agents take over routine requests?
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.
Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.
Journey analytics joins events from website, app and contact centre into customer journeys and shows flows, funnels and root causes: where people drop out, where they turn instead, and which step triggers a call.
Journey orchestration triggers the next best action in real time when a journey reaches a certain point: a chat offer, a callback, a message, or a hint for the agent who is on the call right now.
Journey data unifies customer data from many sources, resolves identities and applies rules for consent, purpose and retention. The clean foundation for analytics and orchestration.
Proactive engagement watches web journeys in real time and offers help at the right moment: a chat, a callback or fitting content, before someone abandons the application or reaches for the phone.
Short post-contact surveys by phone, chat, messaging, email or text message. CSAT, NPS and CES per queue, topic and journey step, free text analysed for topics and sentiment, and low scores answered with a callback.
Voice campaigns with preview, progressive and predictive dialling, plus SMS, email and messaging campaigns from the same contact list. One campaign, several channels, one consent check.
Automated reminders and notices with no agent involved: appointment confirmations, delivery status, deadlines, outage information. By SMS, email, messaging or voice message, with a way to reply.
Contact lists, call windows, suppression lists and consent checks per channel, with every check documented. The basis for campaigns and notifications reaching only people who may be reached.
Respectful payment reminders and payment-plan conversations: reminders in the right tone, self-service for simple cases and well-prepared conversations for everyone who needs a solution.
A catalogue of vetted apps and connectors you try, install and remove straight from the admin console. With visible permissions, a trial phase and central approval.
Ready-made connectors for common CRM and IT service management systems: customer contact appears in the business system, and business data appears on the agent desktop. No double entry, no window switching.
Connect existing phone systems and carriers step by step, or replace them via SIP. Numbers stay, sites move one after another, and nobody has to switch everything on a single date.
Open APIs, SDKs, webhooks and embeddable components for your own extensions, plus a developer centre with documentation and a test environment. What the platform can do, your development teams can use.
Stream analytics data from Univerx continuously into your BI tool and data warehouse: analyse contacts, queues, outcomes and journeys next to revenue, logistics and production.
Encryption in transit and at rest, identity and access control, network and API security and secure operations. What the platform brings, and what you set yourself in administration.
Your data stays your data: region choice within the EU, a sub-processor list, deletion and export, role-based rights and a data processing agreement under Art. 28 GDPR on request.
Multi-zone availability, independent services, continuity plans and a planned status page: Univerx is designed to keep your customer service running when part of the infrastructure fails.
Transparency, human oversight, fairness, privacy and governance for every AI module in Univerx: AI agents, Univerx Assist, conversation analytics, knowledge and Semantic². Principles that work as settings.
The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.
A named contact, a shared success plan and regular value reviews: Customer Success makes sure Univerx does not stand still after launch but grows with your goals.
Consulting, AI adoption, implementation, integration and data preparation: Professional Services brings experience to the projects where order and detail decide success.
A guided move from existing contact-centre systems into Univerx Cloud: channel by channel, team by team, with a test and a way back at every step. Keep or replace your telephony, according to your plan.
Training paths for every role, certification for administration and development, product support in German and English and a user community. So that know-how stays in the team and questions find an answer fast.
Multi-tenant microservices, continuous updates, regions in the EU, telephony from the platform or with your own carrier. Open through the Marketplace and APIs.
Microservices
Independent services, scaled individually, updated continuously, with no upgrade projects.
Regions
Data and media in the EU region you choose; an uptime commitment.
Telephony
Numbers and carriers from the platform, or connect existing telephony step by step.
Administration
Users, roles, flows and data in one console; orchestration without code.
Data
Real-time and historical reports, alerts, export to BI and data warehouse.
Integrations
Ready-made connectors and open interfaces instead of projects.
IntegrationsSample
Connectors
Common CRM and ITSM systems
Existing phone systems and SIP
Messaging apps and social media channels
Identity providers and single sign-on
BI tools and data warehouses
Your own apps through APIs, SDKs and webhooks
API call
POST /v1/interactions/4812/events
{
"type": "callback.offered"
"channel": "voice"
"region": "eu-de"
}
202 Accepted
Webhook→ crm.case.updated
Trust Center
Security, privacy, resilience, responsible AI.
The Trust Center brings together how Univerx protects data, avoids outages and governs AI, with the documents your audits need.
Security
Encryption in transit and at rest, identity and access control, network and API security, secure operations.
Privacy
Data ownership, region choice, sub-processor list, deletion and export functions, processing agreement under Art. 28 GDPR.
Resilience
Multi-zone availability, independent services, continuity plans; a public status page is planned.
Responsible AI
Transparency, human oversight, fairness, privacy and governance for every AI module.
Regulation in Europe & the US
GDPR, EU AI Act, BSI C5 as a target, eIDAS, NIS2, DORA, BFSG/EAA; in the US HIPAA, PCI DSS, SOC 2, TCPA, CCPA, documented as design goals.
EU data residency
Operated in EU regions, hosting in Germany planned. You choose the region; designed so that data and media stay in it.
EU regions for data and media
Hosting in Germany as a target
Transparent sub-processor list
Data export and portability
Identity under eIDAS
The Univerx Channel is designed for identification with the German online ID card and for eIDAS signatures, instead of ID copies and selfies.
Online ID card (eID)
eIDAS signatures
Prepared for the EUDI wallet
Record in the case
Specific to Germany
Quality and performance analytics designed for co-determination (§ 87 (1) no. 6 BetrVG)
Call recording only with consent
Outbound campaigns with consent checks designed for § 7 UWG
Accessible customer interfaces as a goal (WCAG 2.1 AA, EN 301 549)
Univerx names certifications only once they exist. Until then it says "designed for" and "on request".
Univerx Services
With you from kick-off to operations.
A named contact, consulting and implementation, guided migration and an academy, so the platform lands in daily work.
Onboarding
01WorkshopGoals, channels, rules
02PilotOne team, one channel
03RolloutChannel by channel
04OperationsCustomer Success, Academy
Customer success
A named contact, a success plan and regular value reviews.
Professional services
Consulting, AI adoption, implementation, integration and data preparation.
Cloud migration
A guided move from existing systems, channel by channel.
Academy & support
Training paths, certification, product support and a user community.
Optional add-ons
On top, when you need them.
The platform is complete without add-ons. For cases with many documents or high identity requirements, two can be added: Semantic² checks documents and returns findings in euros, the Univerx Channel adds online ID and signature.
Add-on
Semantic²
Reads the documents behind every case. Findings in euros.
Invoice
Item 4 · deviating rate€184.50
FindingSample
€184.50
Rule
Rate × hours
Source
Invoice, line 4
Booking
Voucher 2026-0412
AcceptReject
Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.
Every finding with a sourceAmount, rule, location in the document and booking sit side by side. Nothing has to be taken on trust.
Structured and scannedReads forms as well as scans and photos, marking the passage it read.
Rules you knowCheck rules are readable and versioned. What is checked can be explained.
People decideNo finding is booked automatically. Accepting or rejecting is an action with a log entry.
Add-on
Univerx Channel
Identity, signature and resolution in one contact.
Sign4 / 5
Online ID card✓ Identity confirmed
Shared view
SignatureSigned
An optional add-on to the Univerx platform: a link with no download opens a guided dialogue with a shared view. Identification with the online ID card and eIDAS signatures are the goal, and the result goes back into the case. One request, one contact.
A link, not an appNo download, no account: the Channel opens in the browser on phone or desktop.
Guided dialogueThe conversation follows the request, asks only what is missing and skips what does not apply.
Shared viewBoth sides see the same page or form, with video if wanted.
Upload documentsProofs are photographed or uploaded during the conversation and attached to the case.
Frequently asked questions
Univerx Knowledge
Question
Where is our data processed?
In EU regions of your choice. Hosting in Germany is planned. The sub-processor list and the processing-agreement documents are available on request.
SourceTrust Center · Data protection
Where is our data processed?
In EU regions of your choice. Hosting in Germany is planned. The sub-processor list and the processing-agreement documents are available on request.
Can we keep our telephony?
Yes. Take numbers from the platform, connect your carrier, or replace existing systems step by step via SIP.
How are AI agents disclosed?
AI agents identify themselves as AI in the dialogue, hand over to people at any time and log every action, designed for the transparency duties of the EU AI Act.
Which capabilities does Univerx cover?
The whole customer contact: telephony, IVR, video, messaging and co-browsing, AI agents and voicebots, Assist and real-time translation, workforce scheduling and quality, journeys, surveys, outbound, marketplace and APIs: 67 capabilities in nine families.
Are you active in the United States?
Yes. Univerx is operated by Univerx LLC, based in Wilmington, Delaware, and is active in the United States and Germany. For US customers the platform is designed for HIPAA, PCI DSS, SOC 2, TCPA and CCPA.
What are Semantic² and the Univerx Channel?
Two optional add-ons. Semantic² checks decision letters, contracts and invoices and reports deviations as findings in euros. The Univerx Channel adds online ID and signature in the conversation. The platform is complete without them.
How do we roll out the platform?
Channel by channel, accompanied by Univerx Services: workshop, pilot with one team, then expansion. Existing systems are connected, not replaced.
Is this compatible with the works council?
Quality and performance analytics are subject to co-determination. Univerx can be configured so that recording, analytics and role-based access follow the agreed rules.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
