Univerx Cloud
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.
Building blocks
Regions & availability in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Choose the region
At setup you decide which EU region your tenant runs in. Designed so that data and media stay there.
Close to your users
Short paths between region, desktop and phone network mean clear voice and fast screens.
Several zones
Within a region the services run distributed. If one part fails, the others take over.
Committed in the contract
Availability is contractually committed. The exact figure and how it is measured are in the contract, not the brochure.
#Your data stays where you want it
Where conversation data, recordings and transcripts are stored is no side issue for many organisations. Public bodies, banks and health insurers have to be able to prove it. Univerx is designed so that the answer is: in the EU region you chose.
The choice is made when your tenant is set up. It is meant to cover the data and media of every family, from the contact centre to conversation analytics. Exceptions for individual services are named in the sub-processor list. Hosting in Germany is planned.
#Close to your users
Voice is sensitive. Every millisecond between microphone and listener can be heard. That is why the platform runs in regions geographically close to your teams and your customers.
Screens benefit too: the desktop loads faster, reports appear without waiting, and AI suggestions arrive while the conversation is still going.
#Availability with a commitment
Within a region the services are spread across several zones. If one data-centre area fails, the others keep running. Because the platform is made of independent services, an incident usually stays confined to one area.
Availability comes with a contractual commitment. A percentage on the website would be worth little without a measurement method, exclusions and service credits. All of that is in the contract, together and binding.
#What it means for your obligations
Choosing the region is one building block for several frameworks. It supports your GDPR documentation, your supply-chain view under NIS2 and, for banks and insurers, third-party risk under DORA.
| Question in your review | What Univerx provides |
|---|---|
| Where is data processed? | The chosen EU region, confirmed in writing |
| Who is involved? | Sub-processor list, on request |
| How is availability secured? | Multi-zone distribution, contractual commitment |
| How are incidents reported? | Defined reporting lines, described in the contract documents |
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
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
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
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
Is hosting in Germany possible?
Hosting in Germany is planned. Which regions are available for your start is something we confirm with you, in writing.
Does data leave the chosen region?
The platform is designed so that your tenant's data and media stay in the chosen region. Exceptions for individual services are named in the sub-processor list, which you receive on request.
Why do you not state an availability percentage?
Because a figure without a measurement method, exclusions and consequences says little. All of that sits together in the contract, and that is where it applies.
Related
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.
ProductsPrivacy
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.
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 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 casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
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.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
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.
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.
GlossaryNIS2
The NIS2 directive obliges companies in many sectors to manage cyber risk, report incidents quickly and secure their supply chain. Service providers such as a contact centre platform are part of that supply chain.
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.
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.