Identity, signature and resolution in one contact.

#One request, one contact

Many requests fail not on the question but on the route. An application needs a signature, an account needs identification, a change needs proof.

So the conversation is followed by a letter, an appointment or a form to print. One contact becomes three, and some customers give up along the way.

The Univerx Channel brings identity, documents and signature into the conversation itself. What otherwise takes days is settled in one contact, without broken hand-offs.

The Univerx Channel is optional and sits on top of the Univerx platform. The platform works fully without it; where identity and signature matter in the contact, you add it when you need it.

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Online ID card✓ Identity confirmed

Shared view

SignatureSigned

#Before, and with the Channel

Before. A customer calls because she wants to change her bank details. The agent explains that a signature and an ID copy are needed. A form goes out by post, comes back a week later, and the copy is missing.

With the Channel. During the same call a link arrives by SMS. The customer identifies with the online ID card, both see the same form, she confirms the new details and signs. The case is closed before the call ends.

The difference lies not in a single function but in identity, documents and signature no longer falling out of the conversation. Nobody has to remember what is still missing.

#What the Channel builds on

The Univerx Channel is an add-on to the Contact Center. It uses co-browsing for the shared view, web messaging and SMS for the invitation, and the agent desktop for staff.

For staff, the Channel is therefore not a new tool. It appears on the familiar desktop as one more step in the contact, with the same history and the same roles.

#Identity and signature under European rules

The eIDAS Regulation governs electronic identification and trust services in the EU. It distinguishes simple, advanced and qualified electronic signatures. Only the qualified signature has the legal effect of a handwritten one.

In Germany, the ID card’s online function enables electronic proof of identity (§ 18 PAuswG). With the amendment of the eIDAS Regulation, the European Digital Identity Wallet is added.

#Usable by everyone

A channel that excludes people resolves nothing. The customer interface is designed for WCAG 2.1 AA and EN 301 549: operable by keyboard and screen reader, with sufficient contrast, without enforced time limits. What the European Accessibility Act requires is described in our Trust Center.

#Where the Channel helps

Together with Semantic² this forms one continuous route: the Channel collects documents and signature, Semantic² checks the documents, the officer decides. The use case is described under Identification & online closing.

#Getting started

A pilot starts with a request that has a broken hand-off today: an application that has to be printed and signed, or an identification that needs an office visit.

We build the guided dialogue together, connect it to your case and see after a few weeks how many requests were settled in one contact.