Security & availability

#Security as part of the architecture

A contact centre connects telephony, messaging, AI and your business systems. Every one of those connections is a potential point of attack. So Univerx treats security not as an add-on but as a property of the cloud architecture.

The platform is multi-tenant, with your data kept separate from other customers' data. Updates roll out continuously, without upgrade projects. Security fixes therefore reach every tenant without you having to start a project.

#Four layers of protection

Add-ons

Semantic²Univerx Channel

Platform

Contact CenterAIWorkforceJourneysOutboundMarketplace & DeveloperServices

Univerx Cloud

Europe layer

GDPREU data residencyEU AI ActBSI C5eIDASNIS2DORABFSG / EAA

#Identity and access

You decide who sees what in central administration: per role, per data type, per feature. A typical set-up: team leads see their team's analytics, administrators see the configuration but no conversation content.

During co-browse the platform masks sensitive fields such as account numbers or health details. The agent guides the customer through the form without seeing what is typed.

Interfaces to your business systems run through the developer platform. Roles and logs apply there too, designed so that every integration gets only the rights it needs.

#Availability and continuity

Customer service matters most when something else has failed. Univerx is designed for multi-zone operation: services run independently in several zones of a region, so the loss of one zone does not interrupt the service.

For larger events there are continuity plans. A public status page is planned so you can see the state of the services at any time. More under Resilience.

#What you set yourself

Security is a shared responsibility. Univerx runs the platform; you define roles, rights, retention periods and integrations. The main settings on your side:

#Evidence

The technical and organisational measures are available on request. Univerx is designed for the BSI C5 criteria catalogue; we will name an attestation only once it exists.

For regulated companies, the NIS2 and DORA pages describe which documents Univerx contributes. The product page Security gives an overview of the features.