Univerx Contact Center
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.
Building blocks
Inbound in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Answering
Greeting, identification and the request, handled by speech dialogue, an AI agent or directly by a person.
Queueing
Transparent wait times, position announcements and priorities that fit the request.
Callback
A callback right away or at a preferred time, without losing the place in line.
Context
History, case and what has been said so far are available before the conversation starts.
Wrap-up
Summary, disposition and follow-up task, supported by AI and templates.
#The whole path of a request
Inbound sounds like telephony but means more: the whole path of an incoming contact. From the first second on the line to the last note after the call. Every station can save time or cost patience.
Univerx looks at this path as a whole. What is captured at the start is still available at the end. What happened in the last contact is known in the next.
#Five stations
- Answer. Greeting, identification and request, via speech dialogue, an AI agent or directly.
- Queue. Call distribution chooses queue and priority.
- Wait or call back. Honest announcements on wait time, a callback on request.
- Handle. The conversation with full context on the agent desktop.
- Close. Summary, disposition, follow-up task.
#Waiting honestly
Waiting is easier when you know what for. Position announcements and estimated wait times help callers decide: hold on, choose a callback or come back later. Announcements pointing to self-service or online forms relieve the queue further.
The callback is more than a stopgap. It can be offered immediately or for a preferred time window. Scheduling sees planned callbacks and can factor them in.
#Context before the first word
The most important moment in inbound is the second an agent takes the call. Does she know who is calling, what it is about and what happened last time? With Univerx, yes.
| What is there | Where it comes from |
|---|---|
| Name and customer number | Identification in the speech dialogue or by phone number |
| Request | Menu choice or recognition by the AI agent |
| Recent contacts | History across every channel |
| Open case | Connected business system or CRM |
#Wrap-up that does not sprawl
After the call is before the next. The shorter the wrap-up, the sooner the agent is available again. Univerx Assist proposes a summary, templates make closing easier, and follow-up tasks go via task routing to where they get done.
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
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
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
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
Is inbound only about telephony?
No. Incoming chats, messages and emails follow the same path: answer, queue, match, handle, close. Only the form of the contact differs.
Can callers choose a time for the callback?
Yes. Besides a callback as soon as someone is free, a time window can be offered. Planning sees these callbacks and takes them into account.
How long is wrap-up?
That depends on the request. Automatic summaries from Univerx Assist and good templates shorten it considerably, because nobody has to note everything by hand.
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 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.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
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.
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.
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.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across 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.
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.