Univerx Contact Center
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.
Building blocks
Call distribution (ACD) in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Skills
Language, product, experience: contacts go to people who can resolve the request, not just to whoever is free next.
Priorities
Urgent first. Outage reports, deadlines or particular customer groups can be queued ahead.
Hours & exceptions
Maintain opening hours, holidays and emergency announcements centrally, effective immediately.
Every channel
Phone, chat, messaging, email and tasks run through the same queue.
AI routing
If you wish, a model decides who fits best for a chosen KPI.
#What an ACD has to do today
An automatic call distributor decides who gets which contact. It used to mean: the next free seat. Today it has to do more, because requests have become more varied and channels more numerous.
The Univerx ACD distributes not just calls but every contact. Chat, messaging, email and back-office tasks follow the same logic. That gives you one place to define how your service works.
#How a contact finds its way
- Recognise. The number dialled, a choice in the IVR or an AI agent determines request and language.
- Queue. The contact enters the right queue, with priority and deadline.
- Match. The ACD looks for the person with the right skill who is free.
- Widen. If the contact waits too long, the search widens step by step or a callback is offered.
- Hand over. The agent receives the contact with its history and what has been said so far.
#Rules you maintain yourself
Skills, priorities, opening hours, holidays, emergency announcements: authorised roles maintain all of this in the central administration. A network outage? The right announcement is live in a minute, with no ticket to IT.
Every change is logged. That keeps it traceable why a contact was routed differently on a given day.
#Rules or AI
Rules are transparent and predictable. They suit language, product, contract type or urgency. Predictive routing adds to them when the question is who within a group is most likely to achieve the best result.
| Approach | Good for | Control |
|---|---|---|
| Rule-based | Clear criteria, mandatory paths | Fixed rules per queue |
| Predictive | Best result for a KPI | Chosen KPI, model approval |
| Combined | Mandatory paths plus optimisation | Rules first, AI within the group |
#Service level in view
Routing works closely with scheduling. When the forecast expects a peak, more people with the right skills are ready. In the reports you see in real time whether the service level holds.
Univerx Contact Center
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.
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
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
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
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
Frequently asked questions
What is the difference between rules and AI routing?
Rules follow fixed criteria such as language or product. Predictive routing learns from past contacts which person is most likely to achieve the best result for a chosen KPI. The two can be combined.
Who maintains queues and skills?
Whoever holds the role for it, often team leads or planners. Changes take effect immediately and are logged.
What happens when nobody with the right skill is free?
You define how long a contact waits and when the search widens, for example to a second skill level or to a callback offer.
Related
ProductsPredictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
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 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.
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.
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.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
GlossaryAutomatic call distribution (ACD)
Automatic call distribution assigns incoming contacts to a queue and a skill by rules or AI. In modern platforms it distributes not only calls but every channel.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
GlossaryPredictive routing
Predictive routing does not just assign a contact to the next free person, but to the one most likely to achieve the best result on a chosen KPI. It is based on data from past contacts.
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.