Univerx Services
Professional Services
Consulting, AI adoption, implementation, integration and data preparation: Professional Services brings experience to the projects where order and detail decide success.
Building blocks
Professional Services in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Consulting
Clarify the target state, request types, channels and processes before configuring.
AI adoption
Choose request types, build agents, set limits, measure impact.
Implementation
Configuring routing, channels, roles and analytics to match your target state.
Integration
Connecting CRM, ITSM, telephony and in-house systems through connectors or APIs.
Data preparation
Preparing knowledge base, history and master data so AI and planning can work with them.
#Experience where it makes the difference
Some things can be set up in administration with a few clicks. Others decide whether a rollout succeeds: the target state, the order of channels, the connection of business systems, the choice of the first AI request types. That is what Professional Services is for.
The team knows the platform down to its configuration and works closely with your own business and IT teams. The aim is a solution you can develop further yourself.
#Five services
Consulting and change. Before configuring, we clarify the target state: which request types, which channels, which processes. That includes what changes for employees and how to bring them along.
AI adoption. Together we choose request types suited to AI agents, build them in Agent Studio, set limits and measure the impact. Our guide Introducing AI agents responsibly describes the approach.
Implementation. Routing, channels, roles, analytics: configuration to your target state, documented and handed over.
Integration. Connecting CRM, ITSM, telephony and in-house systems through connectors or the developer platform.
Data preparation. AI is only as good as its knowledge. We prepare knowledge base, history and master data so agents, Assist and planning can work with them.
#How we work
Principles of every project
A project ends not in dependency but in a handover. Your teams know the configuration, the documentation is in place, and Customer Success accompanies ongoing operations.
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.
Customer 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 moreCloud 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.
- EU
Academy & 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 more
Frequently asked questions
Do you work with our own IT teams?
Yes, and we recommend it. Your teams know the systems, we know the platform. Together we build a solution you can develop further yourself.
How does an AI rollout work?
With one request type, one channel and clear limits. We build the agent together, test it with real examples, approve it and measure how many requests it resolves completely.
Are projects offered at a fixed price?
That depends on the scope. After the workshop you receive a proposal with clearly described services and assumptions.
Related
ProductsAI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
ProductsCRM & 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.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Use casesBack-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
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.
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.
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.
Guides2 November 2026 · 11 min readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
Guides2 November 2026 · 11 min readKnowledge management for customer service
Building one knowledge base for people, bots and self-service: what belongs in it, how articles are structured and written, how grounded answers come about, who maintains and approves, and how to tell whether the knowledge holds up.
GlossaryAI agent
An AI agent is software that understands a request in natural language, acts in connected systems and hands over to a person when a decision or empathy is needed.
GlossaryKnowledge management
Knowledge management in customer service means one maintained knowledge base from which agents, AI agents and self-service draw the same answers. What decides is not the tool but the upkeep.
GlossaryGrounding (RAG)
Grounding ties AI answers to verified sources. The common method is retrieval-augmented generation (RAG): first find the relevant content, then answer only from it and name the source.
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.