Univerx Trust Center
Privacy
Your data stays your data: region choice within the EU, a sub-processor list, deletion and export, role-based rights and a data processing agreement under Art. 28 GDPR on request.
Building blocks
Privacy in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Data ownership
You are the controller, Univerx processes on your behalf. Your data is not used for anyone else’s purposes.
Region choice
Designed so that data and media stay in the EU region you choose for your tenant.
Sub-processors
You receive the list on request; changes are announced as the contract provides.
Delete and export
Retention per data type, deletion on an individual’s request, export in common formats.
Role-based rights
Who sees recordings, transcripts or analytics is a role decision.
#Who is responsible, and who processes
Privacy starts with clear roles. You are the controller for your customers’ and employees’ data. Univerx processes that data on your behalf and on your instructions. A contract under Art. 28 GDPR, available on request, sets this out.
It follows that your data is not used for anyone else’s purposes. You decide what is stored, for how long and who sees it.
#What you configure
| Area | Your setting |
|---|---|
| Region | EU region of the tenant; hosting in Germany is planned |
| Retention | Periods per data type: contacts, recordings, transcripts, messages |
| Recording | When, with which consent, for which queues |
| Visibility | Which role sees recordings, transcripts and analytics |
| Masking | Which fields are hidden in co-browsing and transcripts |
All settings are versioned. For your documentation you can show at any time which rule applied when.
#Data subject rights day to day
Access, rectification, erasure, portability: the GDPR gives individuals rights you have to fulfil. Univerx supports you with functions that find, export and delete a person’s contacts, recordings and transcripts.
Each of these actions is logged. So you can show the person and the supervisory authority that a request was handled in full.
#Privacy in AI and analytics
Data needs particular care wherever conversations are analysed: transcription, conversation analytics, summaries. The same rules for region, retention and visibility apply here as for recordings. You approve which AI function may process data, per queue.
Analytics about employees also touch co-determination. How Univerx is configured for it is shown in the Univerx Workforce family.
#Documents for your review
What a data protection impact assessment is and when it becomes necessary is explained in our glossary. The Trust Center covers the GDPR and data residency in detail.
Univerx Trust Center
Security and regulation as a design principle, not an appendix.
Security, privacy, resilience and responsible AI as a family of its own, plus the Europe layer from GDPR to the Accessibility Act. With settings you make yourself and documents on request.
Security
Encryption in transit and at rest, identity and access control, network and API security and secure operations. What the platform brings, and what you set yourself in administration.
- DSGVO
- BSI C5
- NIS2
Responsible AI
Transparency, human oversight, fairness, privacy and governance for every AI module in Univerx: AI agents, Univerx Assist, conversation analytics, knowledge and Semantic². Principles that work as settings.
- AI Act
- DSGVO
Europe & regulation
The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.
- DSGVO
- EU
- AI Act
- BSI C5
- eIDAS
- NIS2
- DORA
- BFSG
Resilience
Multi-zone availability, independent services, continuity plans and a planned status page: Univerx is designed to keep your customer service running when part of the infrastructure fails.
- NIS2
- DORA
- EU
Frequently asked questions
Do we get a data processing agreement?
Yes, on request, together with the list of sub-processors and the description of technical and organisational measures.
How do we handle access and erasure requests?
Through search, export and deletion functions in administration. A person’s contacts, recordings and transcripts can be found, exported and deleted, with a log.
Is our data used to train AI models?
Not for anyone else’s purposes. How AI functions handle your data and what you can configure is described on the Responsible AI page.
Related
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.
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.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
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.
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 processing agreement (DPA)
Using a cloud platform for customer service means a provider processes personal data for you. A data processing agreement under Art. 28 GDPR sets out the roles, instructions and duties involved.
GlossaryData protection impact assessment (DPIA)
A data protection impact assessment examines in advance what risks a processing operation poses to the people concerned and how to limit them. In customer service it often applies to analytics, recording and AI.
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.
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.