Univerx Services
Cloud 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.
Building blocks
Cloud migration in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Inventory
Systems, numbers, flows, announcements, reports and integrations are recorded before anything moves.
Channel by channel
One channel and one team first; more follow once the first step runs smoothly.
Test and way back
Every step is tested and has a documented way back.
Telephony to plan
Connect the existing system, use your own telephony via SIP, or take numbers from the platform.
Bringing teams along
Training before the move, support in the first days after.
#Moving without interrupting operations
A contact centre cannot close for a weekend to move. Customers keep calling, messages keep coming in. A migration therefore has to succeed during live operation, step by step and reversible at any time.
Cloud migration from Univerx Services is designed for exactly that. It starts with a thorough inventory and ends only when the last team works smoothly in the new environment.
#The route in four steps
- Inventory. Systems, numbers, queues, announcements, reports and integrations are recorded. Whatever is outdated is flagged.
- Pilot. One team with one channel moves first. The existing system and Univerx run in parallel.
- Stepwise move. Further channels and teams follow, each step with a test, approval and a way back.
- Completion. The old system is retired or kept for office telephony, according to your plan.
#Telephony: keep or replace
The biggest question in a migration usually concerns telephony. Univerx allows three routes that can be combined: connect the existing system, connect your own telephony via SIP, or take numbers straight from the platform. Details under Telephony integration.
Often the contact centre moves first, while office telephony stays on the old system for a while. That lowers risk and postpones contract questions to a later date.
#Bringing people along
A migration is also a change of workplace. Employees receive training in the Academy before the move and support on site or online in the first days after. Team leads learn the new analytics before they need them.
The use case is described under Contact centre modernisation.
Univerx Services
From the first workshop to day-to-day operations, with a plan.
A named contact for your success, consulting and delivery, guided cloud migration from existing systems, training with certification and support. The path is always the same: workshop, pilot, rollout.
Professional Services
Consulting, AI adoption, implementation, integration and data preparation: Professional Services brings experience to the projects where order and detail decide success.
Learn moreAcademy & support
Training paths for every role, certification for administration and development, product support in German and English and a user community. So that know-how stays in the team and questions find an answer fast.
Learn moreCustomer Success
A named contact, a shared success plan and regular value reviews: Customer Success makes sure Univerx does not stand still after launch but grows with your goals.
Learn more
Frequently asked questions
Do we have to move everything at once?
No. The move follows a plan in steps. Existing systems and Univerx run in parallel for a while.
What happens to our announcements, flows and reports?
They are recorded in the inventory and rebuilt in Univerx. It is a good opportunity to leave out what is outdated.
How long does a migration take?
That depends on scope and starting point. After the inventory you receive a plan with steps and milestones rather than a blanket figure.
Related
ProductsTelephony 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.
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.
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.
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.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
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.