Univerx Marketplace & Developer
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.
Building blocks
Telephony integration in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Connect your system
The existing phone system stays in service; Univerx takes over the contact centre first.
Your own telephony
Connect your carrier and numbers to the platform via SIP.
Replace step by step
Move sites, teams or number ranges one after another, with a way back.
Telephony from the platform
If you prefer, get numbers and connectivity straight from Univerx.
#Telephony is not a cut-over project
Phone systems are among the longest-lived systems in any organisation. They are tied to contracts, sites and habits. A move to the cloud that switches everything over one weekend is risky and rarely necessary.
So Univerx offers three routes that can be mixed: connect the existing system, connect your own telephony via SIP, or take telephony straight from the platform.
#Three routes, freely combined
| Route | How it works | Fits when |
|---|---|---|
| Connect the system | The system stays; the contact centre runs on Univerx | Contracts are still running, office telephony should stay |
| Your own telephony | Your carrier is connected to the platform via SIP | Numbers and terms should stay |
| From the platform | Numbers and connectivity come from Univerx | You want a fresh start without legacy |
Many organisations start with the first route and move to the second or third later. The platform stays the same; only the connection changes.
#Moving step by step
A move follows a plan, not a cut-over date. First one team moves with one number range. Once everything runs smoothly, more teams and sites follow. Every step has a test and a way back.
That keeps the risk manageable. If something comes up in one step, it affects one team, not the whole organisation. Our guide Cloud migration from your existing system describes the order in detail.
#Telephony from the platform
If you are starting fresh, you get numbers and carrier connectivity directly from Voice services & telephony in Univerx Cloud. That saves one contract partner and one interface. Whether it makes sense for you depends on existing contracts, not on technology.
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.
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
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
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
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.
- DSGVO
- EU
Frequently asked questions
Do we have to switch off our phone system right away?
No. The system can stay in place while the contact centre already runs on Univerx. Whether and when it is replaced is your decision.
Do we keep our phone numbers?
Usually yes, either through your existing carrier via SIP or by porting. We settle the details during planning.
How long does a move take?
That depends on sites, systems and number ranges. Instead of a figure we give you a plan: channel by channel, site by site, each with a test and a way back.
Related
ProductsVoice 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.
ProductsCloud migration
A guided move from existing contact-centre systems into Univerx Cloud: channel by channel, team by team, with a test and a way back at every step. Keep or replace your telephony, according to your plan.
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.
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.
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.
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.
GlossaryAutomatic call distribution (ACD)
Automatic call distribution assigns incoming contacts to a queue and a skill by rules or AI. In modern platforms it distributes not only calls but every channel.
GlossaryInteractive voice response (IVR)
An IVR answers calls before a person takes over. It resolves simple requests itself, gathers the rest in a structured way and offers a callback instead of a hold queue.
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.