Univerx Contact Center
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.
Building blocks
IVR & self-service in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Menu or natural speech
Classic keypad choice, spoken options or an open start: "What can we help with?"
Look up data
Announce statuses, appointments or balances from connected systems, after secure identification.
Callback, not hold
Callers leave their number and keep their place in line.
Visual editor
Build, test and publish flows without code, for phone and chat.
Handover with context
What was said in the dialogue is visible to the agent as soon as she takes the call.
#The first impression on the phone
The IVR is often the first thing callers hear of your service. It decides whether they feel in good hands or lost in a menu. Built well, it resolves simple requests at once and routes everything else precisely.
Univerx combines both: classic menus for clear flows and speech dialogues for everything that does not fit neatly onto a keypad.
#Three kinds of dialogue
| Dialogue | How it works | Good for |
|---|---|---|
| Keypad menu | Choice by digit | Few, clearly separated requests |
| Spoken choice | "Say invoice, contract or outage" | Short menus, hands-free calling |
| Open start | "What can we help with?" with intent recognition | Many requests, natural speech |
For whole conversations with follow-up questions and actions in your systems there are voicebots. They build on the same flow editor, so you can move from menu to dialogue step by step.
#Self-service that actually resolves
A speech dialogue is good when it resolves the request. To do so it needs data: the status of an application, the next appointment, the tracking number.
Through connected interfaces the flow looks up such data and announces it, after identification that matches the level of protection required.
Typical self-service requests:
- Status of an application, an order or an outage.
- Confirm, move or cancel an appointment.
- Report a meter reading or change an address.
- Request documents that follow by email or SMS.
#Callback instead of hold
Nobody likes waiting. When the wait passes a threshold, the flow offers a callback. The caller hangs up, keeps her place in line and is called back as soon as someone is free.
For the team that means a steadier load. Peaks move into quieter minutes without anyone getting lost. The article Callback instead of hold describes what matters.
Good speech dialogues
#Handover without repetition
What was said or chosen in the dialogue reaches the person. The agent sees the request, the identification and the steps so far before she says hello. Nobody has to give their customer number twice.
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
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
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
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 need a voicebot for natural speech?
For an open start with intent recognition, the IVR uses the same speech recognition as the voicebots. For whole conversations with actions in business systems, you use AI agents.
How do we stop callers getting stuck in the menu?
Keep menus flat, offer the way to a person at every level and check in the reports where callers drop off. The editor shows the paths visually.
Is the self-service accessible?
Speech dialogues can be combined with keypad input, announcements can be repeated and time-outs extended. Digital self-service interfaces are designed for WCAG 2.1 AA.
Related
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.
ProductsAI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
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.
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.
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.
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 readAccessibility in customer service (EAA)
What the European Accessibility Act and its German implementation demand of customer interfaces, which channels are affected, and how to check chat, voice dialogues, forms and contact routes against WCAG 2.1 AA and EN 301 549.
Guides2 November 2026 · 11 min readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
GlossaryInteractive voice response (IVR)
An IVR answers calls before a person takes over. It resolves simple requests itself, gathers the rest in a structured way and offers a callback instead of a hold queue.
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.
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.