Univerx Contact Center
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.
Building blocks
Agent desktop in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Every channel
Phone, chat, messaging, email, social media and tasks in one interface, with the same controls.
History
Every earlier contact across every channel, chronological and searchable.
Case in view
Data from CRM and business systems right next to the conversation, without switching windows.
Scripts
Guided flows for rare or strictly regulated requests, step by step.
AI support
Univerx Assist suggests replies, knowledge and next steps, and summarises.
Collaboration
Find experts, ask internally and hand over with context.
#One screen instead of five programs
In many contact centres a workstation looks like a patchwork: telephony software, chat tool, email client, CRM, knowledge base. Every contact starts with hunting for the right window.
The Univerx desktop puts everything on one screen. Conversation, customer history, case and knowledge sit side by side. Controls are the same for every channel, so moving between phone and chat means no adjustment.
#What is visible at a glance
| Area | Content |
|---|---|
| Queues | Waiting and active contacts per channel, own availability |
| Conversation | The ongoing call, chat or email |
| Context | Customer, case, recent contacts, open tasks |
| Assistance | Suggested reply, relevant knowledge, summary |
| Script | A guided flow when the request calls for it |
#Context that travels
The key difference from separate tools: context travels along. If the customer chatted with an AI agent first, the agent sees the summary. If she called yesterday, the call is in the history. If there is a case in the business system, it is shown.
Whoever hands over hands over everything. The next person does not have to ask what has already been settled.
#Scripts for what is rare
Some requests are rare, others strictly regulated: a cancellation with deadlines, a bereavement, a data subject access request. Scripts guide step by step through such flows. They are maintained in the central administration and can be changed without code.
#Assistance that thinks along
Univerx Assist works directly on the desktop. During the conversation it suggests replies and relevant articles from Univerx Knowledge. At the end it drafts a summary. The agent reviews and accepts; she decides.
#Work inside your business system if you prefer
Some teams spend the day in the CRM or service-management system. For them, customer contact can be embedded there: phone, chat and history inside the familiar system, via the CRM and ITSM connectors. Routing and reporting stay with Univerx.
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.
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
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
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
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
Frequently asked questions
Does the desktop run in the browser?
Yes. A current browser and a headset are enough, in the office or at home.
Can we embed the desktop in our CRM?
Yes. Connectors and embeddable components bring customer contact into common CRM and ITSM systems. Many teams work that way without leaving their business system.
Is the desktop accessible?
Keyboard operation, screen-reader support and sufficient contrast are design goals. We share the current status on request.
Related
ProductsUniverx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
ProductsCollaboration
Internal chat, video and presence sit on the same desktop as customer work. A question to the back office is a click, not a switch to another program.
ProductsCRM & ITSM
Ready-made connectors for common CRM and IT service management systems: customer contact appears in the business system, and business data appears on the agent desktop. No double entry, no window switching.
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 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.
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.
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.
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 readKnowledge management for customer service
Building one knowledge base for people, bots and self-service: what belongs in it, how articles are structured and written, how grounded answers come about, who maintains and approves, and how to tell whether the knowledge holds up.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
GlossaryAI assistance (agent assist)
AI assistance supports agents live during the conversation: with suggested replies, relevant knowledge, next steps and an automatic summary. The decision on what is said stays with the person.
GlossaryAverage handling time (AHT)
AHT combines talk, hold and wrap-up time into an average per contact. It is indispensable for staffing, but as a target for individual agents it sets the wrong incentives.
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.