PlatformUniverx CloudThe cloud platform every Univerx family runs on: one administration, open interfaces, operated in the EU.Explore the platform →One platform for every customer contact: channels, AI and teams in one interface.
In focusHealth insurersMember service on every channel: benefit applications, video, secure messaging, online ID, with social data protection.See the solution →Industry solutions for the United States, Germany and Europe, with the rules and flows that fit the sector.
PlatformArchitecture & operationsMulti-tenant microservices, continuous updates without upgrade projects, availability with a commitment.See the architecture →One cloud architecture for every family: operated in the EU, open interfaces, central administration.
Trust CenterUniverx Trust CenterSecurity, privacy, resilience and responsible AI at a glance, with the documents your audits need.Go to the Trust Center →Security, privacy and regulation as a design principle, not an appendix.
GuideRunning a contact centre in EuropeWhat GDPR, the EU AI Act and co-determination mean for routing, recording and analytics.Read the guide →Guides, blog and glossary on contact centres, AI and European regulation.
Resources
Guides for the rollout, articles from practice and a glossary of terms from contact centres, AI and regulation.
Long-form guides for decisions and rollouts, chapter by chapter, with the points to settle before you start.
Short pieces by the Univerx editorial team: context, no promises.
The terms from contact centres, AI and European regulation, explained briefly and linked to each other.
Guides
Long-form guides for decisions and rollouts, chapter by chapter, with the points to settle before you start.
New · Guides2 November 2026 · 11 min read
What the European Accessibility Act and its German implementation demand of customer interfaces, which channels are affected, and how to check chat, voice dialogues, forms and contact routes against WCAG 2.1 AA and EN 301 549.
Library
Guides, articles and terms in a single list. Filter by type to read on with a purpose.
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.
How councils and agencies resolve requests without broken hand-offs: from first contact through identification, signature and document checks to the reply, with Univerx Channel, Semantic² and a look at social data protection and written-form rules.
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.
From analytics to the next best action: how to pick a customer journey, settle data and triggers, choose the right channel, and run it all with clear governance and honest measurement.
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.
Campaigns, notifications and collections within German competition law and the GDPR: which rules apply to which kind of contact, how to obtain consent that holds, and how to prove it in daily operations. With sources.
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.
Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
Topics
Eight topics, from AI in customer service to regulation. Each with its own overview.
AI agents, assistance and knowledge in the conversation: how AI resolves requests and relieves people.
Routing, channels and the agent workspace: everyday contact centre work, explained step by step.
Forecasting, scheduling and adherence: how teams plan reliably without becoming rigid.
GDPR, the EU AI Act, data residency and co-determination, put in context for customer service.
Citizen services without broken hand-offs: identification, documents and cases in public administration.
Appointments, claims and social data protection: service in healthcare and insurance.
Journeys, metrics and pilots: how customer experience improves in a plannable way.
Practical instructions with steps you can adopt directly.
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.
