Univerx Contact Center
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.
Building blocks
Co-browse & screen share in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
No download
The session starts in the customer's browser, via code or link. No installation, no account.
Show & guide
The agent sees the page, highlights fields and shows where to go next.
Masking
Passwords, account details and other sensitive fields stay invisible to the agent.
Consent
Every session starts only after explicit consent and can be ended at any time.
Screen share
Where a web page is not enough, the customer can share her screen if she wishes.
#When explaining on the phone is not enough
"Click the icon at the top right; no, the other one." Anyone who has guided someone through a form on the phone knows the feeling. It costs time, patience and often both sides' nerves.
Co-browsing solves that. The agent sees the same page as the customer and shows where to go next. No download, no installation, just a code or link from the ongoing conversation.
#How a session runs
- Offer. During the call or chat, the agent offers co-browsing.
- Consent. The customer confirms and enters a code or opens the link.
- See together. Both see the same page; sensitive fields are hidden from the agent.
- Guide. The agent highlights fields and explains the next step.
- End. Customer or agent ends the session with one click.
#Privacy as part of the function
Co-browsing is trustworthy only when it is clear what the agent sees and what she does not. That is why you define which fields and areas are masked. Masked content never leaves the customer's browser.
| Content | For the agent |
|---|---|
| Page structure, navigation | Visible |
| Free input fields such as name | Visible if permitted |
| Passwords, PINs | Always masked |
| Account details, health data | Masked by your rule |
| Other tabs, desktop | Never visible |
#Where co-browsing helps most
- Applications and forms with many fields, for example in public administration and insurance.
- First sign-in to customer portals and apps.
- Advice on plans and products with many options.
- People who are less familiar with digital interfaces.
#The next step: Univerx Channel
Some cases need more than a shared view: an identification, a signature, a document. For that, Univerx Channel builds on co-browsing, messaging and video. Identification with the German online ID card and signatures under eIDAS are design goals.
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
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
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
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
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
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
Can the agent change anything on the customer's computer?
In co-browsing she sees only the shared web page, not the computer. Whether she may fill in fields or click is your decision; the customer sees every action.
Which fields are masked?
You define which fields and areas of your website are masked, such as passwords, account numbers or health details. Masked content never leaves the customer's browser.
How does co-browsing relate to Univerx Channel?
Univerx Channel builds on it: guided dialogue, shared view, identification and signature in one session, with the result going straight into the case.
Related
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 casesIdentification & online closing
Close cases that need an identity or a signature within one contact: a link with no download, identification with the online ID card and eIDAS signatures as a goal in the Univerx Channel, and the result straight back into the case.
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.
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.
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 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.
GlossaryCo-browsing
In co-browsing, agents see the same web page as the customer, with her consent, and guide her through a form or application. Sensitive fields stay masked.
GlossaryAccessibility Act & WCAG
Since June 2025, the German Accessibility Act has required many products and services to be accessible. EN 301 549 and WCAG 2.1 AA serve as the technical yardstick. Contact channels are part of it.
GlossaryOnline ID card (eID)
The online ID is the eID function of the German identity card. With card, smartphone and PIN, people can prove who they are securely, without ID copies or appointments. How it works and what businesses need.
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.