frequently asked questions
the questions you ask us
Twenty-six questions that come up in almost every intake, with the answers alongside. None of it sits behind a form, because anyone in the middle of a buying process often is not allowed to make contact.
what it is
What you get and where it starts.
What is Unexus Connect?
One working environment for all your customer contact: telephony, email, WhatsApp and web chat, with one customer history and one set of figures. We provide the telephony ourselves, on our own registration with ACM, the Dutch telecoms regulator, so the platform and the connection come from one supplier with one service desk. What exactly sits underneath is set out on the solutions page.
Do we have to move everything at once?
No. You start with the package that matches where you are now and expand when you want to, with an add-on or a step up. So you do not have to decide in advance what you will need in three years.
When should you not come to us?
If you are looking for the cheapest contact centre with no integrations, there are parties who will do that faster and cheaper. What we add is the link to the system where the work actually happens, and the telephony alongside it. If neither applies to you, you would be paying for something you do not use.
price and contract
The model is out in the open, with no form in front of it.
What does it cost?
You pay per concurrent user and per role, not per account created. Creating accounts is unlimited and free. The agent, supervisor and back office roles each have their own pool, and someone doing two roles does not pay twice. That sits within one of three packages: Core, Professional or Advanced. The Silver service package is included at no cost.
Is there any lock-in?
No. Your data is your data, you can leave, and that is in the contract rather than in a sales pitch.
What is included as standard, at no extra cost?
Continuous updates, the security, the configuration options, the service desk in Baarn and the Silver service package. There is no separate line for maintenance. What you choose on top are add-ons, a higher service package, admin hours and training.
Do we get an estimate or a real price?
A real price. Tell us how many colleagues will be using it and which systems you work with, and you get a quotation rather than an estimate. You can do that through contact.
implementing and switching
From signing to going live.
How long before we are live?
Six to ten weeks on average, counted from signing to going live. Exactly how long differs per project and depends mostly on the integrations.
What are the steps?
First we look at how you work today: your queues, your opening hours, your routing, as they are and not as a standard configuration imagined them. Then we connect your ERP or case management system, port the numbers and run a trial with part of your team. Only then does the rest follow.
Can we keep our numbers?
Yes. Your landline numbers come across. The telephony runs on our own ACM registration, so we handle the porting ourselves rather than through a third party.
Do our people get training?
Yes, through the academy. There is training for agents, supervisors and administrators, in Baarn or at your own office. The price per participant is published alongside it. The courses are taught in Dutch.
integrations
Connecting to what you already have.
Does it connect to our system?
There are integrations with the systems that are most common in our two sectors, including Embrace, Zig, Itris, Aareon, Decos JOIN and xxllnc Zaken, plus Microsoft 365, Teams and Dynamics 365. The full list is on the integrations page.
And if our system is not on the list?
Then it goes through our web services API. That does take work, and we estimate it during the intake rather than afterwards. Existing integrations are part of the six to ten week implementation; a new one we estimate separately, because it depends on what the other system allows.
security and data
The facts are out in the open, with no login and no PDF.
Where is our data held?
The production environment runs in Microsoft Azure, West Europe region (the Netherlands). Backups are kept within the European Union. Customer data does not leave the EU.
Can we choose where it runs?
Yes. The default is Azure West Europe. If you would rather not be in the public cloud, you can choose sovereign hosting by Unexus in a Dutch data centre, or host it yourself.
Are you certified?
Unexus is ISO/IEC 27001 certified, and also Microsoft 365 Certified and Microsoft Teams Certified. The certificate is available on request. All the details, including the scope, are on security & compliance.
Which sub-processors are there?
Microsoft for hosting and the AI services, CM.COM Netherlands B.V. for WhatsApp and SMS messages, and Google and Apple for push notifications if you use the mobile app. The full list with role and location is on security & compliance. A new or changed sub-processor is announced in writing in advance, with 30 days to object.
What happens in the event of a data breach?
We inform the affected customer without delay, within 24 hours of discovery at the latest. As the controller you are the one who reports to the Dutch Data Protection Authority within 72 hours where that is required. Unexus does not report itself, but supplies all the information needed for that report and the investigation.
Will you work with our data processing agreement?
In practice, yes. Municipalities and housing associations almost always have their own template, and we set it against our processing activities. If you do not have one, we supply one.
Are the systems independently tested?
Yes, every year by an independent specialist, covering both the external infrastructure and the web applications and APIs. We share the management summary of the most recent test on request under a confidentiality agreement, through security@unexus.nl.
support and outages
Who answers, and what was agreed.
What availability is in the SLA?
That depends on the service package: 99.5 per cent for Silver, 99.7 per cent for Gold and 99.9 per cent for Platinum. Uptime is measured per server over a calendar year. The current status and the incident history are open for anyone to follow on our status page.
How quickly is an outage picked up?
According to the priorities and recovery times in the SLA. On the highest service package a P1 incident is picked up within 30 minutes and resolved within 3 hours.
Who answers when we call?
Our own service desk in Baarn. The same people who know your environment, not a transfer to a party that did not build the platform.
talking and trying
Including when you are not allowed to make contact.
Can we speak to an existing customer?
Yes. We put you in touch with an organisation like yours, in the same sector and of comparable size, and with someone who does the work rather than a spokesperson. Four written accounts are already published, in Dutch, on our customer stories page.
We are in a procurement process and are not allowed to make contact.
Then you do not have to. Everything you need to assess us is published on the site: how the pricing is built up, the certification, the sub-processors, the SLA percentages, the integrations and the named references. None of it sits behind a form. If you do contact us later and it turns out you are in a live procedure, we stop the conversation.
Does this website meet the accessibility requirements?
This site is built to WCAG 2.1 AA, and what was measured and repaired is published in the accessibility statement. For our customers in the public sector that is not a formality, so it is not one for us either.
is your question not here?
Ask it and we will add the answer. If it is about security or data, the longer answer is often already on the security page.
