Open to your system landscape, never an island.

#Customer service lives on the systems behind it

A contact is only as good as the information available when answering. Contract, order, ticket, invoice: these live in business systems, not in the contact centre. Univerx Marketplace & Developer connects the two, so agents and AI agents work with the full picture.

There are five ways to do it, from a ready-made connector to your own development. They can be combined and extended step by step.

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

#Five ways to integrate

Marketplace. A catalogue of vetted apps and connectors you try and install from the admin console.

CRM & ITSM. Ready-made connectors for common CRM and service-management systems. Customer contact appears where your teams already work.

Telephony integration. Connect existing phone systems step by step or replace them via SIP, with no big-bang date.

Developer. Open APIs, SDKs, webhooks, embeddable components and a developer centre for your own extensions.

BI & data export. Stream analytics data to your BI tool and data warehouse, for analysis beyond service.

Order matters: first check what exists ready-made, then what can be connected with little effort, and only then develop. That saves time and keeps the landscape maintainable.

#Open, but under control

Every integration gets only the permissions it needs. Keys and rights are granted in central administration and can be revoked at any time. Every access through the interfaces is logged.

#The add-ons use the same routes

Semantic² and the Univerx Channel also write their results back into your case systems through these interfaces. Whatever is connected once is available to every family.

Teams moving from an existing system usually start with telephony and CRM. Our guide Cloud migration from your existing system describes the order.