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Customer experience platform with AI

Every contact. Every channel. One platform.

Univerx brings telephony, video, messaging, AI agents and teams together in one cloud: 67 capabilities in nine families, from voicebots to workforce scheduling, for organisations in the United States, Germany and Europe.

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desktop for every channel
1
self-service with AI agents
24/7
capabilities in nine product families
67
active in the United States and Germany
US · DE
data residency, hosting in Germany planned
EU
Employee on the phone at her desk, laptop open

One cloud for every customer contact.

Product families

The whole platform, organised in families.

Nine families, 67 capabilities, one cloud. Each family works on its own and connects to all the others: the same data, the same administration, the same interfaces.

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  • 01 / 09
    Platform

    Univerx Cloud

    One cloud for every customer contact.

    • EU
    • BSI C5
    • NIS2
    Learn more
  • 02 / 09
    Channels & workspace

    Univerx Contact Center

    Every contact in the right queue.

    • DSGVO
    • BFSG
    • EU
    Learn more
  • 03 / 09
    AI agents & assistance

    Univerx AI

    AI that resolves requests and backs up people.

    • AI Act
    • DSGVO
    • EU
    Learn more
  • 04 / 09
    Workforce engagement

    Univerx Workforce

    The right people at the right time, planned with the team.

    • DSGVO
    • EU
    Learn more
  • 05 / 09
    Customer journey management

    Univerx Journeys

    Understand what customers really do, and act at the right moment.

    • DSGVO
    • EU
    Learn more
  • 06 / 09
    Campaigns & notifications

    Univerx Outbound

    Reach people without intruding.

    • DSGVO
    Learn more
  • 07 / 09
    Integrations & APIs

    Univerx Marketplace & Developer

    Open to your system landscape, never an island.

    • DSGVO
    • NIS2
    Learn more
  • 08 / 09
    Trust, security & Europe

    Univerx Trust Center

    Security and regulation as a design principle, not an appendix.

    • DSGVO
    • EU
    • AI Act
    • BSI C5
    • eIDAS
    • NIS2
    • DORA
    • BFSG
    Learn more
  • 09 / 09
    Success & services

    Univerx Services

    From the first workshop to day-to-day operations, with a plan.

    Learn more

Univerx AI

AI that resolves requests and frees people up.

AI agents resolve requests on the phone and in chat, across several systems, with natural voices and in many languages. Where a person is needed, they hand over with context. Univerx Assist supports agents live, the copilot supports supervisors.

  • AI agents & agentic AI

    Understand the request, complete multi-step tasks in connected systems and hand over with context, on the phone with natural voices by ElevenLabs, in chat as a text agent.

  • Univerx Assist

    Suggested replies, relevant knowledge, next steps and automatic summaries, for agents in the conversation and supervisors in the overview.

  • Agent Studio

    Build, test, approve and version AI agents and prompts without code. Built once, deployed in every channel.

  • Predictive Routing

    Matches each contact to the person most likely to achieve the best outcome for your chosen KPI.

  • Conversation Analytics

    Transcribes every conversation, detects topics, sentiment and compliance risks, and shows causes instead of symptoms.

  • Univerx Knowledge

    One knowledge base for people, bots and self-service, with semantic search and answers grounded in your sources.

  • AI agents disclose themselves as AI in the dialogue.
  • Handover to people at any time, with full context.
  • Every action is logged and traceable.
  • Models and prompts are approved and versioned centrally.
  • Generative answers are grounded in your knowledge base.
Learn more

Univerx Workforce

Plan, evaluate, develop, with the team, not against it.

A cycle of forecasting, scheduling, quality and development. Employees see their schedules, swap shifts and track goals themselves. Analytics are designed to be compatible with works-council agreements.

  1. 01

    Forecast

    Contact volume per channel and skill, from history and events.

  2. 02

    Schedule

    Shift plans that meet service levels, with swaps and preferred shifts.

  3. 03

    Real time

    Adherence and occupancy live; deviations show early.

  4. 04

    Quality

    Recording with consent, evaluation forms, calibrated evaluators.

  5. 05

    Develop

    Scorecards, coaching and learning modules per person; gamification on real KPIs.

Quality and performance analytics are subject to co-determination (§ 87 (1) no. 6 BetrVG). Recording requires consent. Univerx can be configured for both.

Learn more

Univerx Journeys & Outbound

From click to call: one journey.

Univerx joins web, app and contact events into one journey, shows where customers get stuck, and triggers the next best action, in chat, on the phone or as a message.

  1. 01

    Connect

    Join events from web, app and contact centre into one journey; resolve identities.

  2. 02

    Understand

    See flows, funnels and drop-off points; find causes instead of symptoms.

  3. 03

    Orchestrate

    Trigger the next best action in real time, in the right channel.

  4. 04

    Engage

    Offer chat, a callback or content at the right moment, before the contact is lost.

Univerx Outbound

Campaigns and notifications with call windows, suppression lists and consent checks designed for § 7 UWG.

Learn more

Industries

One platform, nine industries, the right rules.

Every industry gets the same complete platform, with the regulations and flows that matter there. In focus: health insurers and the digital citizen office for municipalities.

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  • Health insurers

    Member service for statutory and private health insurers on one platform: every channel up to video and secure messaging, guided benefit applications with upload, identification with the online ID card and AI agents for routine questions. Designed for social data protection and Art. 9 GDPR.

    • Member service on every channel
    • Guided benefit applications with upload
    • Social data protection under German law
    • AI agents, clearly disclosed as AI
    Learn more

  • 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
    • Social data protection
    • Accessibility
    Learn more

  • 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
    • Advice with signature
    • Accessible interfaces
    Learn more

  • Insurance

    Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.

    • Semantic² for claims documents
    • Signature in the conversation
    • DORA documents
    • Self-service for routine
    Learn more

  • Healthcare

    Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.

    • Appointments without a phone queue
    • Video consultations without a download
    • Protecting health data
    • Accessible to everyone
    Learn more

  • Retail & e-commerce

    Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.

    • Messaging & web messaging
    • Proactive delivery notices
    • In-shop engagement
    • Accessibility Act
    Learn more

  • 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
    • CRM & ITSM integration
    • NIS2 documents
    Learn more

  • 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
    • Peak load
    • NIS2 documents
    Learn more

  • Logistics & mobility

    Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.

    • Proactive status notices
    • Drivers and customers in one queue
    • Exceptions with deadlines
    • NIS2 documents
    Learn more

Regulation in Europe & the US

Built for European rules. Ready for the US.

Univerx is designed for European and German regulation, and for US customers for HIPAA, PCI DSS, SOC 2, TCPA and CCPA. Where a requirement is not yet evidenced, we say so and name the target.

To the Trust Center

  • GDPR

    On request

    Processing agreement under Art. 28 GDPR, material for your data protection impact assessment, retention and deletion policies and role-based access.

  • EU data residency

    Designed for

    Data and media in EU regions. Hosting in Germany is planned.

  • EU AI Act

    Designed for

    Bot disclosure in the dialogue, human oversight, logging of every action and approval of models.

  • BSI C5

    Designed for

    Designed for the BSI criteria catalogue for cloud services. An attestation is named only once it exists.

  • eIDAS

    Designed for

    Identification with the online ID card and eIDAS signatures, with the optional Univerx Channel add-on.

  • NIS2

    Designed for

    Supports your NIS2 obligations: supply chain, reporting paths, evidence of secure operations.

  • DORA

    Designed for

    Documents for your ICT third-party risk management under DORA, for banks and insurers.

  • BFSG / EAA

    Designed for

    Accessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549.

All statements describe design goals or documents available on request. Univerx names no certification it does not hold.

Optional add-ons

On top, when you need them.

The platform is complete without add-ons. For cases with many documents or high identity requirements, two can be added: Semantic² checks documents and returns findings in euros, the Univerx Channel adds online ID and signature.

Add-on

Semantic²

Reads the documents behind every case. Findings in euros.

Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.

  • Every finding with a sourceAmount, rule, location in the document and booking sit side by side. Nothing has to be taken on trust.
  • Structured and scannedReads forms as well as scans and photos, marking the passage it read.
  • Rules you knowCheck rules are readable and versioned. What is checked can be explained.
  • People decideNo finding is booked automatically. Accepting or rejecting is an action with a log entry.
Add-on

Univerx Channel

Identity, signature and resolution in one contact.

An optional add-on to the Univerx platform: a link with no download opens a guided dialogue with a shared view. Identification with the online ID card and eIDAS signatures are the goal, and the result goes back into the case. One request, one contact.

  • A link, not an appNo download, no account: the Channel opens in the browser on phone or desktop.
  • Guided dialogueThe conversation follows the request, asks only what is missing and skips what does not apply.
  • Shared viewBoth sides see the same page or form, with video if wanted.
  • Upload documentsProofs are photographed or uploaded during the conversation and attached to the case.

Resources

Knowledge to read up on.

The latest guides and posts from the Univerx editorial team on contact centres, AI and European regulation, plus a glossary that explains the terms briefly.

All resources

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.

Request a demoGet in touch

Online, in German or English, with no preparation on your side.