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System Architecture

Overview​

The Uniconnect Enterprise architecture is designed for scalability, modularity, and high availability — ensuring seamless communication, automation, and analytics across enterprise environments.

It follows a service-oriented, event-driven architecture powered by asynchronous communication, distributed processing, and token-based security.
The platform is fully containerized and can be deployed across on-premise, cloud, or hybrid environments with minimal configuration.

The system operates as a unified ecosystem that connects:

  • Uniconnect Edge – desktop client for real-time call handling and communication
  • Uniconnect Web – browser-based platform for omnichannel operations and analytics
  • Core Services – distributed business logic and workflow engine
  • Unified API Gateway – single entry point for secure client and service access
  • AI Layer – extendable interface to multiple AI providers
  • Analytics Layer – centralized insight engine for data aggregation and reporting

High-Level Architecture Diagram​

Layered Architecture​

1. Presentation Layer​

This layer provides all user-facing interfaces for agents, supervisors, and administrators.

  • Uniconnect Edge — desktop application optimized for real-time call and voice interactions.
  • Uniconnect Web — browser-based enterprise platform for communication, workflow, and analytics.
  • Both clients communicate securely with the API Gateway using token-based authentication.

2. Gateway Layer​

The Unified API Gateway acts as the single secured entry point to the Uniconnect ecosystem.

  • Handles authentication, routing, and rate-limiting.
  • Connects external clients with internal microservices.
  • Supports both REST and event-based communication.
  • Ensures all communication is encrypted and authorized.

3. Core Service Mesh​

The Core Services Cluster is the operational heart of Uniconnect Enterprise. It manages all domain-specific logic and coordinates between modules through an event-driven messaging system.

Key responsibilities include:

  • Communication management (voice, chat, email, SMS, etc.)
  • CRM and ticket lifecycle management
  • Workflow orchestration and automation
  • Integration handling and external syncs
  • System notifications and background tasks

This modular design ensures fault isolation, scalability, and flexibility to extend functionality.

4. Event & Action Engine​

Uniconnect Enterprise is built on an event/action-based architecture, where each system event can trigger one or more actions or workflows.

  • Supports triggers, conditions, actions, and delays.
  • Enables dynamic, rule-based workflows without coding.
  • Ideal for automating alerts, notifications, escalations, and integrations.
  • All background tasks and job queues are processed asynchronously for high performance.

This architecture allows enterprises to design complex automation sequences combining CRM events, AI actions, and communication triggers.

5. AI & Automation Layer​

The AI Layer brings intelligence into every part of Uniconnect Enterprise. It can connect with various AI providers such as OpenAI, Claude, Gemini, or private enterprise LLMs.

Capabilities include:

  • Contextual AI Assistance for agents via chat or call summaries.
  • AI-driven Workflows, where automation steps use AI decisions or content generation.
  • Data-Aware AI, where internal schemas are trained to allow natural-language reporting — for example, generating a report by chatting with the system.
  • AI Bots, for automated conversation handling and knowledge-based support.

This plug-in design ensures flexibility to adapt to evolving AI ecosystems while maintaining enterprise data governance.

6. Data Layer​

The Data Layer stores operational data, configurations, and communication history.

  • Structured relational storage for enterprise records.
  • High-speed caching layer for session and workflow performance.
  • Persistent object storage for attachments and call recordings.
  • Optimized indexing for reporting and analytics.

Data is secured with access controls and encrypted at rest and in transit.

7. Analytics Layer​

The Analytics Layer aggregates and connects data from across the Uniconnect ecosystem.

  • Provides unified dashboards and KPI reports.
  • Consolidates multiple data sources into a single analytical view.
  • Powers visual insights in Uniconnect Web using predefined and custom metrics.
  • Supports real-time tracking for performance and SLA management.

8. Infrastructure Layer​

Uniconnect Enterprise is fully containerized for easy deployment and scaling. It is platform-agnostic and can run on any modern operating system, with Debian being the recommended base.

  • Services are packaged into independent containers.
  • Secure networking and service discovery are built in.
  • Load balancing, monitoring, and logging are centralized.
  • CI/CD pipelines enable fast updates and controlled rollouts.

Example Data Flow​

Security & Communication​

Security is integrated into every communication channel:

  • Token-based authentication for all client and API communication.
  • Encrypted channels for all internal and external traffic.
  • Granular role-based access control for user and system operations.
  • Audit trails for compliance and traceability.
  • Data isolation between tenants or departments.

Summary​

The Uniconnect Enterprise architecture delivers a scalable, intelligent, and event-driven foundation for unified communication. With its modular services, extensible AI framework, and real-time workflow engine, it empowers enterprises to automate processes, gain insights, and enhance customer engagement — securely and efficiently.