Univerx Marketplace & Developer
BI & data export
Stream analytics data from Univerx continuously into your BI tool and data warehouse: analyse contacts, queues, outcomes and journeys next to revenue, logistics and production.
Building blocks
BI & data export in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Continuous export
Data flows into your data warehouse continuously rather than once a month as a file.
Documented model
Tables and fields are described, so analysts know what they are working with.
Selection and pseudonymisation
You decide which fields are exported and which are pseudonymised or left out.
Choose the target region
Export targets can be restricted to your EU region.
#Service data next to company data
Contact-centre reports answer service questions: how long do customers wait, how many requests are resolved at first contact? Some questions go further. Do customers call more often after a particular delivery? Is the churn rate linked to waiting time?
Questions like these are answered in the data warehouse, where service data sits next to revenue, logistics or production. BI & data export brings Univerx data there.
#Continuous, not monthly
A monthly spreadsheet export is enough for a report, not for analysis. Univerx streams data continuously to your target. Your BI tools work on current data without querying the platform itself.
The data model is documented. Analysts see which table holds which events and how fields are to be read. That prevents the most common source of error: two teams calculating the same KPI differently.
When the data model changes, the release notes say so. Your BI reports therefore do not break silently just because a field was renamed. Your analytics team can plan adjustments instead of hunting for errors.
#Only what is needed
An export is a configuration with accountability, not a switch. Every change is logged. So even years later you can trace which data flowed where and when. Background on data location is under data residency.
#For your own applications
If you want data not in the warehouse but in an application of your own, use the APIs and webhooks of the developer platform. KPIs such as service level and first contact resolution are explained in our glossary.
Univerx Marketplace & Developer
Open to your system landscape, never an island.
Vetted apps and connectors from one catalogue, ready-made connections to common CRM and ITSM systems, integration of existing phone systems, open APIs, SDKs, webhooks and data export to your BI.
Developer
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.
- DSGVO
- NIS2
Marketplace
A catalogue of vetted apps and connectors you try, install and remove straight from the admin console. With visible permissions, a trial phase and central approval.
- DSGVO
- NIS2
CRM & 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.
- DSGVO
Telephony integration
Connect existing phone systems and carriers step by step, or replace them via SIP. Numbers stay, sites move one after another, and nobody has to switch everything on a single date.
- DSGVO
- NIS2
Frequently asked questions
Which data can be exported?
Contacts with channel, queue, times and outcome, analytics from Workforce and Journeys, and campaign results. You decide which fields to take.
Do we still need the reports in Univerx?
For day-to-day operations, yes: real-time views, alerts and team-lead reports stay in the platform. The export serves analyses that combine service data with other company data.
How do we avoid exporting too much personal data?
Through field selection, pseudonymisation and roles. Every export is a documented configuration with a responsible person and a log.
Related
ProductsReporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
ProductsJourney analytics
Journey analytics joins events from website, app and contact centre into customer journeys and shows flows, funnels and root causes: where people drop out, where they turn instead, and which step triggers a call.
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.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
IndustriesManufacturing
After-sales and B2B service on one platform: technician hotline, spare-part and fault cases with task routing, connections to CRM and service management. Documents for your NIS2 obligations on request.
IndustriesLogistics & mobility
Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.
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.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across every 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.