Univerx Contact Center
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.
Building blocks
Appointment booking in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Book where the customer is
On website and app, in chat, by voicebot or in a conversation with an agent.
Video, phone or in person
The customer chooses the format; each format has its own duration and capacity.
Capacity from the plan
Free slots come from the shift plan and skills, not from a separate calendar someone has to maintain.
Remind & reschedule
Reminders by SMS, email or message, with a link to move or cancel.
Waiting list
When a slot opens up, the next person on the list is offered it.
Well prepared
A checklist and document upload before the appointment, so nothing is missing.
#An appointment that actually happens
Many calls are only about an appointment: making one, moving one, cancelling one. Each of them ties up an agent, and still slots go unused because the reminder was missing or cancelling was too much effort.
With Univerx appointment booking, the customer books herself, at any hour and on the channel she is already using. Your team sees every appointment in the case, with the request, preparation and history.
#How a booking runs
- Choose the request. The customer picks what it is about, such as advice, an application or a query.
- Choose the format. Video, phone or in person, depending on what the request allows.
- Choose the time. Only slots where someone with the right skills is scheduled are offered.
- Prepare. A checklist shows what to bring; documents can be uploaded in advance.
- Get reminded. Before the appointment, a reminder arrives with a link to move or cancel.
#Capacity you can trust
A booking calendar is only as good as the slots it offers. In Univerx they come from scheduling. Who works when, which skills they have and where they are based decides what can be booked.
You define how much working time is reserved for appointments and how much stays free for incoming contacts. Appointments and contacts then do not compete for the same hours; they are planned together.
| Format | How it takes place | Typical for |
|---|---|---|
| Video | Video advice in the browser, no download | Advice, application interviews |
| Phone | Callback at the booked time | Queries, quick clarifications |
| In person | Branch, practice or office, with location choice | Identification, examinations |
#Fewer empty slots
Reminders go out by SMS, email or through common messaging apps, at the time you set. Each reminder contains a link to reschedule or cancel, so freed-up slots are known early.
The waiting list fills those gaps. When someone cancels, the next person on the list is offered the slot. What this looks like in healthcare is described in the article Appointments and reminders in healthcare.
#Booking without waiting
Anyone who calls to book an appointment does not have to queue. A voicebot or the chatbot in web messaging offers free slots, books and confirms. For special cases, an agent takes over with the history so far.
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.
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
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
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
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
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
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
Frequently asked questions
Do we have to maintain appointments in a separate calendar?
No. Free slots come from scheduling: who works when, with which skills, at which location. When the plan changes, the bookable slots change with it.
Can our existing calendars be connected?
Yes. Univerx syncs appointments with common calendar systems, so advisors see them where they already plan their day. Busy times from the calendar are taken into account.
How do we reduce missed appointments?
With reminders at the right moment, an easy way to reschedule and a waiting list that offers freed-up slots straight away. You decide how often and through which channel reminders go out.
Related
ProductsScheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
ProductsVoicebots
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
ProductsNotifications
Automated reminders and notices with no agent involved: appointment confirmations, delivery status, deadlines, outage information. By SMS, email, messaging or voice message, with a way to reply.
Use casesDigital citizen office
The digital citizen office brings the visit to the town hall into one session: book an appointment online, get advice by video, upload documents, fill in the form together, sign with legal effect and pay the fee. The result goes straight into the case system.
Use casesSales & digital advice
Advice that does not fall apart at the broken hand-off: a shared view of offer and form, documents uploaded during the conversation and the deal signed on the spot. With the Univerx Channel and proactive engagement at the right moment.
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.
IndustriesHealthcare
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.
IndustriesHealth 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.
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.
IndustriesBanking & 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.
Guides2 November 2026 · 11 min readDigital citizen service: identity, documents, case
How councils and agencies resolve requests without broken hand-offs: from first contact through identification, signature and document checks to the reply, with Univerx Channel, Semantic² and a look at social data protection and written-form rules.
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.
GlossaryWorkforce management (WFM)
Workforce management matches people to contact demand: forecasting, scheduling, intraday steering and agent development, run as a continuous cycle rather than an annual plan.
GlossaryVoicebot
A voicebot is an AI agent on the phone. It understands requests in free speech, answers in natural language, completes simple tasks and hands over with context when a person is needed.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
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.