Univerx Contact Center
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
Building blocks
Email in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Categorise
Subject, body and attachments are analysed to recognise the request and its urgency.
Distribute
Emails go to people with the right skill, not into a shared inbox.
Deadlines
Response deadlines per request; whatever is about to slip moves up.
Templates & suggestions
Approved text snippets and AI-suggested replies that your team reviews and adapts.
Reports
Inflow, handling time, open backlog and deadline adherence per queue.
#From shared inbox to queue
In many organisations email is the least managed channel. A shared inbox, several people with access, folders, flags and the quiet hope that nothing gets left behind. By holiday season or peak load at the latest, that goes wrong.
Univerx treats emails like calls. They are recognised, queued and distributed to a person. Whoever handles them sees the history. Whoever manages sees backlog and deadlines.
#How an email becomes a contact
- Arrival. The email reaches one of your known addresses; nothing changes for the sender.
- Recognition. Request, language and urgency are determined from subject, body and attachments.
- Queueing. The email lands in the right queue, with a deadline.
- Handling. A qualified person replies, supported by templates and suggestions.
- Closing. Reply, disposition and, if needed, a follow-up task.
#Deadlines that do not slip
Every request gets a response deadline. As it approaches, priority rises. Team leads see in the reports which backlogs are growing and where deadlines are at risk, before complaints arrive.
Because emails run through the same call distribution as phone and chat, you can balance the load. In quiet phone hours the team works through emails without switching tools.
#Replies with templates and suggestions
Approved text snippets ensure consistent, legally reviewed wording. Univerx Assist suggests replies grounded in your knowledge base. The agent reviews, adapts and sends. Responsibility stays with the person.
| Tool | What for | Who maintains it |
|---|---|---|
| Text snippets | Recurring, binding wording | Business unit, legal |
| Suggested replies | Individual answers based on knowledge | AI, reviewed by agents |
| Signatures | Consistent sender per team | Administration |
#Attachments are often the real content
Many emails are carriers for documents: invoices, proofs, decision letters, photos. Attachments stay with the case and are visible on the desktop. If their content needs checking, the case goes via task routing to case work.
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.
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
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
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
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
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
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 we keep our existing mailboxes?
Yes. Existing addresses are connected to Univerx. Nothing changes for customers; for your team, manual sorting ends.
How reliably does the AI recognise the request?
That depends on your requests and examples. Uncertain cases go into a clarification queue instead of being misassigned. The reports show how often that happens.
How do we handle attachments?
Attachments stay with the case and are visible on the desktop. For documents that need checking, Semantic² can extract the content and present findings.
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.
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.
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 readUsing document intelligence in cases
Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
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.
GlossaryIntent recognition
Intent recognition determines which request lies behind an utterance, whether spoken, typed or emailed. It is the basis for bots that answer and contacts that reach the right place.
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.