Channels & workspace
Every contact in the right queue.
Phone, video, chat, secure messaging, messaging apps, SMS, email and social media in one queue and one workspace. With history, context and scripts, so nobody has to explain a request twice.
- Workspace for every channel and the full history
- 1
- Channels in one queue, plus back-office tasks
- 8
- Self-service via speech dialogue and AI agents
- 24/7
- Data residency; hosting in Germany planned
- EU
Capabilities
What Univerx Contact Center takes care of.
Every capability has its own page with details, common questions and ways to get started.
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
- DSGVO
- BFSG
IVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
- DSGVO
- BFSG
Inbound
Incoming contacts end to end: answering, queueing, callbacks, handover with context and wrap-up. So every request reaches, first time, the place where it gets resolved.
- DSGVO
- BFSG
Web messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
- DSGVO
- BFSG
- EU
Messaging apps
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
- DSGVO
- BFSG
SMS
Two-way SMS for service, reminders and notices. Customers simply reply to the message, and the reply lands in the same queue as every other contact.
- DSGVO
- BFSG
Email
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
- DSGVO
- BFSG
Social media
Find social posts and messages that need an answer, distribute them like any other contact and answer them straight from the desktop, in public or in private.
- DSGVO
- BFSG
Co-browse & screen share
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
- DSGVO
- BFSG
- eIDAS
Video engagement & video advice
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
- DSGVO
- BFSG
- EU
Channel switching in one session
From chat to call to video to co-browsing without starting over: one session, one context, the same person. No new queue, no second identity check, nothing to repeat.
- DSGVO
- BFSG
In-app service & mobile SDK
Chat, calls, video, co-browsing and push notifications inside your own app. Customers are signed in through the app, conversations resume after an interruption, and events flow into Univerx Journeys.
- DSGVO
- BFSG
- EU
Secure messaging
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
- DSGVO
- EU
- DORA
- BFSG
Secure payments in the conversation
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
- DSGVO
- EU
- BFSG
Appointment booking
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
- DSGVO
- BFSG
- EU
Agent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
- DSGVO
- BFSG
Real-time supervision
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
- DSGVO
- EU
Task routing
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
- DSGVO
- BFSG
Reporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
- DSGVO
- BFSG
- EU
#One queue for every channel
Customers do not think in channels. They send an email in the morning, follow up by chat at lunch and call in the evening. To them it is one request. Univerx Contact Center treats it that way too.
Every channel runs through the same queue. Same rules, same skills, same priorities. A chat does not compete with the phone for attention; it is queued by the same standards.
#Which channel for what
Every channel has its strengths. Good service design uses them instead of forcing everything into one channel.
| Channel | Strong for | Typical request |
|---|---|---|
| Phone | Urgent, complex, emotional matters | Outage, complaint, advice |
| Web messaging | Questions on the side, with pauses | Status question, choosing a plan |
| Messaging apps | On the go, in a familiar messenger | Rescheduling, follow-up question |
| SMS | Short notices with a reply option | Reminder, confirmation |
| Requests with attachments and proof | Documents, formal objection | |
| Social media | Questions asked in public | Reports of an outage |
| Video | Advice face to face, in the browser with no download | Video advice, damage inspection |
| Secure messaging | Signed-in requests in the customer portal, with files | Contract question, sending proof later |
Nobody has to start over between channels: channel switching in one session moves from chat to call to video with the same context. With the mobile SDK, chat, calls, video and co-browsing run inside your own app.
#A workspace that shows the context
In the agent desktop employees see the conversation, the history of every earlier contact and the case in the business system. Scripts guide through flows that are rare or must be followed exactly.
Univerx Assist adds suggested replies, relevant knowledge and an automatic summary. Wrap-up shrinks, and handovers to colleagues happen without losing information.
Team leads see queues and live sessions in real-time supervision. They can listen in, whisper or barge in, and follow digital sessions as they happen.
#From contact to case
Many requests do not end with the conversation. An application needs checking, a document is missing, a correction must be booked. Task routing distributes this work like contacts: by skill, deadline and priority.
Some requests can be closed within the contact itself: a payment in the conversation without card data reaching agents or recordings, or an appointment by video, phone or in person, with a reminder.
Two optional add-ons build on this. Semantic² reads a case's documents and presents findings; a person decides. Univerx Channel settles identity and signature within the conversation, with no broken hand-off.
#Accessible and European by design
Customer-facing interfaces such as web messaging and self-service are designed for WCAG 2.1 AA and EN 301 549. The European Accessibility Act requires this of many providers; background is in the guide Accessibility in customer service.
Recording, analytics and data residency follow the European rules that Univerx lays as a layer under every family. Details in the Trust Center.
Europe layer
The rules that matter here.
Univerx Contact Center is designed with these frameworks in mind. The Trust Center documents the status of each topic – honestly.
- GDPR · On requestProcessing agreement under Art. 28 GDPR, material for your data protection impact assessment, retention and deletion policies and role-based access.
- EU data residency · Designed forData and media in EU regions. Hosting in Germany is planned.
- BFSG / EAA · Designed forAccessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549.
- DSGVO
- BFSG
- EU
Frequently asked questions
Do we have to introduce every channel at once?
No. Most start with phone or chat and add channel by channel. Because routing and workspace stay the same, each new channel is a configuration, not a project.
Can we keep our existing telephony and CRM?
Yes. Telephony can be connected instead of replaced, and connectors bring customer contact into common CRM and ITSM systems. What you replace, and when, is your decision.
How much training does the team need?
The workspace is built the same way for every channel. Anyone who can handle a call will find their way around chat. Univerx Academy offers training paths for roles from agents to administrators.
How accessible are the customer-facing interfaces?
Web messaging and self-service interfaces are designed for WCAG 2.1 AA and EN 301 549. We share the current status on request.
Related
Add-onsUniverx Channel: identity and signature in the conversation
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.
Add-onsSemantic²: read documents, 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.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
Use casesBack-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
IndustriesPublic 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.
IndustriesRetail & 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.
IndustriesUtilities & 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.
IndustriesInsurance
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.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
Guides2 November 2026 · 11 min readAccessibility in customer service (EAA)
What the European Accessibility Act and its German implementation demand of customer interfaces, which channels are affected, and how to check chat, voice dialogues, forms and contact routes against WCAG 2.1 AA and EN 301 549.
Guides2 November 2026 · 11 min readCloud migration from your existing system
Connect telephony, move channels, train teams: how a contact centre moves step by step from its existing system to the cloud – with inventory, sequencing, a cutover plan, risks and a checklist.
More families
On the same cloud.
Each family can be introduced on its own and joins without a new administration.
- AI agents & assistance
Univerx AI
AI that resolves requests and backs up people.
- Workforce engagement
Univerx Workforce
The right people at the right time, planned with the team.
- Customer journey management
Univerx Journeys
Understand what customers really do, and act at the right moment.
- Campaigns & notifications
Univerx Outbound
Reach people without intruding.
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.
Online, in German or English, with no preparation on your side.