Use case
Contact 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.
Flow
From first contact to resolution.
The flow in a few steps. Every step runs on the same platform, without switching systems.
- 01 · InventoryChannels, queues, flows, telephony and interfaces are recorded. The order of the move follows from this.
- 02 · Set up the platformUniverx Cloud is set up in EU regions: roles, flows, connections to the CRM and business systems.
- 03 · Connect telephonyThe existing phone system and numbers are connected or replaced via SIP. Both can also happen one after the other.
- 04 · Channel by channelOne team and one channel move first. Only when the flow is stable do the next ones follow.
- 05 · Hand over operationsTraining through the Academy, handover to your operations and customer success. The old system is switched off once nothing runs on it.
What the platform adds
What carries this flow.
The qualities that count day to day – for customers as much as for the teams.
No more upgrade projects
Univerx Cloud is multi-tenant and updated continuously. New functions arrive without a release project.
Telephony at your pace
Connect existing systems step by step or replace them via SIP. Numbers from the platform or from your own carrier.
Data in the EU
Data and media in EU regions, hosting in Germany planned. Documents for procurement and privacy on request.
Guided, not alone
Professional services plan and accompany the move; customer success stays at your side afterwards.
Open to your systems
Connectors for common CRM and ITSM systems, open APIs and webhooks for everything else.
Teams prepared
Training paths in the Academy for service agents, team leads and administrators.
#Why modernise
Many contact centres run on systems that have grown over years. Every new channel is a project of its own, every update a risk. AI functions can hardly be retrofitted.
Univerx Cloud is one platform for every channel, with continuous updates and no upgrade projects. But getting there does not have to happen in one weekend.
#Channel by channel, not big bang
Moving in a single step is risky. If something fails on Monday, every customer notices at once. Univerx therefore moves channel by channel and team by team.
- One team with one digital channel moves first, web messaging for example.
- Telephony follows, connected to the existing system.
- Further teams and channels join once the flows are stable.
- The old system is switched off once nothing runs on it.
The post A pilot with one team and one channel describes what the first step should prove, and what it should not.
#Telephony: keep or replace
Telephony is often the most delicate part. Univerx leaves the choice to you, and the choice may change over time.
| Option | When it fits |
|---|---|
| Connect the existing system | Running contracts, many extensions outside the contact centre |
| Your own carrier via SIP | Existing numbers and carrier contracts should stay |
| Telephony from the platform | New numbers or a complete switch |
The routes are described in detail under telephony integration and voice services & telephony.
#Data, procurement and privacy
Before the move, procurement and privacy ask the same questions: where is the data, who processes it, how is it deleted? Univerx keeps data and media in EU regions; hosting in Germany is planned.
The DPA, the list of sub-processors and documents for your DPIA are available on request. More in the post Data residency: the five questions.
#Support
Cloud migration and professional services plan and accompany the move. The Academy trains the teams. The guide Cloud migration from your existing system describes the process in detail.
Building blocks
The capabilities behind it.
These capabilities and add-ons carry the solution. Each one is described on its own – with flow, use and rules.
- 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.
Learn more - 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.
Learn more - Univerx Cloud
Voice 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.
Learn more - Univerx Cloud
Cloud architecture
Multi-tenant microservices that scale independently and are updated continuously. New functions arrive without an upgrade project and without a maintenance window you have to plan.
Learn more - Univerx Cloud
Regions & availability
Operated in EU regions, with data and media close to your users and hosting in Germany planned. Availability comes with a contractual commitment; the figure is in the contract.
Learn more - Univerx Services
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
Industries
Where this flow often starts.
Industries in which this use case is often the first step – each with its own rules and add-ons.
Utilities & 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.
- AI agents for routine
- Outage communication
Manufacturing
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.
- After-sales & service
- Task routing
Public 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.
- Digital citizen office
- Citizen service on every channel
Banking & 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.
- DORA documents
- Onboarding with the online ID
Frequently asked questions
Do we have to switch everything at once?
No. The move runs channel by channel and team by team. Old and new environments can run in parallel for a transition period.
Can we keep our phone system?
Yes, for now or for good. Existing systems can be connected; replacement via SIP is possible when you are ready.
How long does a migration take?
That depends on channels, flows and interfaces. After the inventory you receive a plan with an order and milestones instead of a flat figure.
Where is our data after the move?
In EU regions; hosting in Germany is planned. We name sub-processors and regions in the documents on request.
Further reading
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.
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.
Customer experience strategy2 November 2026 · 4 min readA pilot with one team and one channel: why starting small holds
A pilot is not a scaled-down big project. It is an experiment with one clear question. Here is how to ask it well.
Europe & regulation1 November 2026 · 5 min readData residency: the five questions procurement and privacy ask
"The data stays in Europe" is a good start, but not an answer. Five questions procurement and privacy teams follow up with, and what makes an answer reliable.
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.