Univerx Cloud
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.
Building blocks
Process automation & guided workflows in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
No-code flow designer
Assemble steps, conditions and branches visually, readable for business teams and IT alike.
Data actions
Read and write data in connected systems through APIs instead of retyping.
Approvals & timers
Four-eyes approval, deadlines, waits and follow-ups as standard building blocks.
Error paths
What happens when a system does not respond? Every step has a defined way out.
Guided forms
Customers or agents are guided step by step; AI prefills what is already known.
Versions & test mode
Draft, test, release: changes go live under control and can be rolled back.
#From know-how in people's heads to a defined flow
How to handle a change of address, a cancellation or a claim correctly often lives in manuals, notes and the heads of experienced colleagues. Everyone does it slightly differently, and every handover costs time.
With Univerx process automation, that becomes a defined flow: built visually, the same in every channel, with data from your systems and clear routes for when something goes wrong.
#The building blocks of a flow
| Building block | What it does | Example |
|---|---|---|
| Branch | Chooses the route by condition | Private or business customer |
| Data action | Reads or writes in connected systems | Fetch contract, change address |
| Approval | Pauses until an authorised person agrees | Goodwill above an amount |
| Timer | Waits, reminds, escalates | Document still missing after three days |
| Error path | A defined way out when something fails | System does not respond, create a task |
Data actions reach your CRM and line-of-business systems through APIs. IT sets up a connection once; the business team then uses it in as many flows as it likes.
#Guided, not searched
Guided forms bring the same flow to the screen. They walk customers in self-service, or agents on the agent desktop, through a request step by step. Each step shows only what is needed at that moment.
AI prefills what is already known: from connected systems, the ongoing conversation or uploaded documents. Every suggestion is marked as such and is confirmed or corrected. The decision stays with people.
#One flow, three places
- In the contact. The agent follows the flow while she talks or types; data actions handle the entries in the background.
- In self-service. The same flow runs on the web, in the app, in speech dialogue or behind an AI agent.
- In the back office. Steps that need review become tasks and are distributed through task routing.
Multi-step requests across several systems can be handed to agents built on agentic AI if you wish. They use the same data actions and approvals, so the same guardrails apply to people and AI.
#Changing under control
- Draft. Changes start as a draft; the live flow stays untouched.
- Test. In test mode the flow runs with sample data without changing your systems.
- Release. An authorised person releases the new version.
- Roll back. Earlier versions are kept and can be restored.
You manage roles and the audit log in central administration. That way it is traceable who changed and released which flow, and when.
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.
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
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
Frequently asked questions
Who builds the flows, IT or the business team?
Both. The business team designs steps, texts and rules in the designer. IT sets up new connections to in-house systems once; after that they are available as a data action to every flow.
What does AI prefill in guided forms?
Whatever is already known from connected systems, the conversation or uploaded documents, such as contract number, address or date of loss. The customer or agent sees every suggestion and confirms or corrects it.
Does this replace our workflow or case management system?
Not necessarily. Univerx runs the flows around the contact and writes results into your line-of-business systems. Where a case management system leads, it stays in charge; Univerx triggers steps there.
Related
ProductsTask routing
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.
ProductsAI Agents
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.
ProductsAgentic AI
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.
ProductsCRM & ITSM
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.
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 casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
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.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
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.
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 readUsing document intelligence in cases
Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.
Guides2 November 2026 · 11 min readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
GlossaryAgentic AI
Agentic AI receives a goal instead of a single instruction. It breaks the goal into steps, uses approved tools and checks interim results. Its value grows, and so does the need for limits and oversight.
GlossaryAI agent
An AI agent is software that understands a request in natural language, acts in connected systems and hands over to a person when a decision or empathy is needed.
GlossaryNext best action
The next best action is the response that fits best at this moment of the customer journey: a callback offer, a notice, a message or deliberately nothing. It is derived from context and triggered in the right channel.
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.