Univerx Cloud
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.
Building blocks
Cloud architecture in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Multi-tenant
Your data is logically separated from other customers. Configuration, roles and flows belong to your tenant alone.
Scales per service
Telephony, messaging, analytics and AI run as separate services. Load in one area does not slow the others.
Continuously updated
New functions and fixes arrive continuously. No version jump, no migration, no maintenance weekend.
Openly connected
Documented APIs and webhooks connect the platform to your business systems instead of walling it off.
One database
Every family works with the same contacts, cases and events. Reports do not have to stitch anything together.
#Built from many small services
The platform under Univerx is not one large program but a set of many services. One distributes calls, one manages messages, one computes reports, one runs the AI. Each runs on its own and talks to the others through well-defined interfaces.
For you that has a practical consequence: what happens in one area stays there. A Monday morning with twice the usual calls slows neither the reports nor the chat.
#Updates without an upgrade project
Classic contact-centre systems know the big version jump: plan, test, migrate, hope. With Univerx that cycle disappears. New functions and fixes arrive continuously, service by service.
#Multi-tenant, yet a space of your own
Many customers share the infrastructure, not the data. Every tenant has its own users, roles, flows, recordings and reports. The separation is part of the architecture, not a setting somebody might forget.
The shared infrastructure is why the platform can improve all the time. A bug is fixed once, a function is built once, and everyone benefits.
#One database for every family
Contact Center, AI, Workforce and Journeys write into the same database. A conversation, a shift plan and a web visit do not end up in three systems that someone has to merge later.
That makes reporting simpler and AI functions better: an AI agent knows the history because it lives in the same model. Through the developer interfaces your own systems reach the same data.
#What to check
Questions for your architecture review
We settle these answers in the first workshop. You do not have to design the architecture, only the points where it touches your landscape.
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.
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
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.
- EU
- BSI C5
- DSGVO
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
Can we hold back updates?
Platform updates reach every tenant. New functions that change how people work can usually be switched on by setting once your team is ready.
What does multi-tenant mean for security?
Data, configuration and permissions are separated per tenant. How that separation is implemented and tested is described in the security documents, available on request.
Do we need servers of our own?
No. The platform runs entirely in the cloud. Locally, your teams need a current browser, a headset and a stable connection.
Related
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.
ProductsResilience
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.
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.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
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.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
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 residency
Data residency describes where data and media are stored and processed. In customer service that covers not just the database but recordings, transcripts, AI processing, backups and support access.
GlossaryBSI C5
C5 is the German Federal Office for Information Security's criteria catalogue for secure cloud services. Independent auditors confirm compliance in a Type 1 or Type 2 attestation. Why designed for is not the same as attested.
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.