Univerx Cloud
Central administration
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.
Building blocks
Central administration in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Users & roles
Grant permissions on the principle of least privilege, per team, site or task.
Flows without code
Build, test and publish call, message and task flows visually.
Data & retention
Set retention periods, deletion rules and exports centrally, for recordings and transcripts alike.
Audit log
Who changed what, and when? Every configuration change is recorded and traceable.
Sign-in
Connect your identity provider so access starts there and ends there.
#One console instead of many screens
In many contact centres every system administers itself: the phone system, the chat tool, workforce planning, reporting. Every change needs several logins and several people who know where things live.
Univerx has one administration for every family. Whoever sets up a new employee gives her role, skills, channels and working hours in one place. Done.
#Orchestration without code
Flows are the heart of a contact centre: what happens to a call at 10 pm? Where does an email with an attachment go? When does a customer get a callback instead of hold music?
In Univerx you build such flows visually. Building blocks for conditions, announcements, data lookups and handovers are connected, tested and published. The same logic applies to phone, chat and tasks.
#Roles that fit your organisation
Permissions follow the principle of least privilege. A team lead can maintain queues without seeing data rules. The data protection officer sees retention periods but no conversation content. IT manages connections without touching workforce planning.
Access ideally starts in your identity provider and ends there. Whoever leaves the organisation loses access to Univerx when they leave, not weeks later.
#Traceable for audits
Every configuration change is logged: who, when, what, before and after. For internal audit, privacy reviews and your DPIA documentation, that often matters more than any single feature.
| Audit question | Where the answer lives |
|---|---|
| Who may retrieve call recordings? | Roles and permissions in the console |
| How long are transcripts kept? | Data rules per data type |
| Who changed the night-time flow? | Change log |
| Which systems are connected? | Overview of integrations |
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.
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.
- EU
- BSI C5
Regions & availability
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.
- EU
- BSI C5
- NIS2
Voice services & telephony
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.
- EU
- BSI C5
- NIS2
Collaboration
Internal chat, video and presence sit on the same desktop as customer work. A question to the back office is a click, not a switch to another program.
- EU
- BSI C5
Process automation & guided workflows
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.
- DSGVO
- EU
- AI Act
Frequently asked questions
Do we need developers to change flows?
For most changes, no. Flows are built visually. For connections to your own systems there are APIs that your IT or a service provider uses.
Can team leads change settings themselves?
If you allow it. Roles can be cut finely, for example so that team leads maintain queues but cannot change data rules.
How do we test changes before they go live?
Flows can be saved as drafts, reviewed and published deliberately. Earlier versions are kept and can be restored.
Related
ProductsAgent Studio
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.
ProductsDeveloper
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.
ProductsSecurity
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.
Use casesBack-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
Use casesContact centre modernisation
A guided move to the cloud, channel by channel rather than everything in one weekend. Connect existing telephony step by step or replace it via SIP, train teams and hand over operations without customers noticing.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
IndustriesBanking & financial services
Service on every channel, advice with a shared view and a signature inside the conversation, onboarding with the online ID card as a goal. Plus documents for your ICT third-party risk management under DORA on request.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
Guides2 November 2026 · 11 min readCloud migration from your existing system
Connect telephony, move channels, train teams: how a contact centre moves step by step from its existing system to the cloud – with inventory, sequencing, a cutover plan, risks and a checklist.
GlossaryData processing agreement (DPA)
Using a cloud platform for customer service means a provider processes personal data for you. A data processing agreement under Art. 28 GDPR sets out the roles, instructions and duties involved.
GlossaryData protection impact assessment (DPIA)
A data protection impact assessment examines in advance what risks a processing operation poses to the people concerned and how to limit them. In customer service it often applies to analytics, recording and AI.
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.
Online, in German or English, with no preparation on your side.