Univerx Contact Center
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.
Building blocks
In-app service & mobile SDK in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
iOS, Android, web
Native SDKs for iOS and Android and web components for your web app. Your own design, the same functions.
Chat, call, video
Messaging, in-app calling over VoIP and video, without leaving the app and without a phone number.
App co-browsing
The agent sees the customer's app screen, with sensitive fields kept masked.
One login
Whoever is signed in to the app is signed in to service too. No second password, no repeat check.
Push & deep links
Replies arrive as push notifications, and links lead straight to the right place in the app.
Events for Journeys
What happens in the app flows into Univerx Journeys as events, for analysis and next steps.
#Service where your customers already are
Anyone using your app has already signed in, is known to you and usually has the request right in front of them. Yet many apps send their users to a website, a hotline or a form for questions. There, everything starts again from scratch.
With the Univerx mobile SDK, service comes into the app. Chat, calls, video and co-browsing run in your interface, with your design and with the login the customer already has.
#What the SDK brings
| Module | What customers experience |
|---|---|
| Messaging | Asynchronous chat with files, forms and an AI agent |
| In-app calling | Talk over VoIP, with no number to dial |
| Video | One-way or two-way video in the same window |
| App co-browsing | The agent sees the app screen, sensitive fields masked |
| Push | A notification as soon as a reply is in |
| Deep links | One tap opens exactly the right app screen |
All modules belong to the same session. A conversation can begin in chat and, through channel switching, become a call or a video without leaving the app.
#How the SDK gets into your app
- Add. Your team adds the SDK through the usual package managers.
- Sign in. After app login, your app passes a signed token; Univerx identifies the customer.
- Style. Colours, fonts and copy come from your design system.
- Configure. Queues, AI agents and masking rules are set in administration.
- Measure. App events flow into Univerx Journeys.
#Masking and privacy
In app co-browsing you decide which screens and fields the agent sees. Account numbers, PINs or health details are masked on the device itself and never leave it. Every session starts only after consent inside the app.
Conversation data stays in your Univerx tenant in the region you choose. Push notifications can be sent without content, so the lock screen shows only "New message".
#For developers
The developer centre offers documentation, sample apps and a test environment. Events such as "conversation ended" can be sent to your systems by webhook. The components are designed for accessibility under WCAG 2.1 AA and support the operating systems' accessibility features.
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
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
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
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
How much effort is the integration?
For messaging a few calls are usually enough: add the SDK, pass the login token, show the component. Video, calling and co-browsing are further modules. The developer centre provides documentation and sample apps.
How does sign-in work without a second login?
After login your app passes a signed token to the SDK. Univerx verifies it and links the conversation to the known customer record. Passwords never leave your app.
What happens if the connection drops?
Messages are buffered and sent as soon as the device is back online. The conversation resumes with its full history, even after the app restarts.
Related
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.
ProductsDeveloper
Open APIs, SDKs, webhooks and embeddable components for your own extensions, plus a developer centre with documentation and a test environment. What the platform can do, your development teams can use.
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 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 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.
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.
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.
IndustriesLogistics & mobility
Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.
Guides2 November 2026 · 11 min readJourney orchestration: a playbook
From analytics to the next best action: how to pick a customer journey, settle data and triggers, choose the right channel, and run it all with clear governance and honest measurement.
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.
GlossaryWeb messaging
Web messaging is asynchronous chat on websites and in apps. The conversation persists when the customer closes the tab and can resume later, on the same device or another one.
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.
GlossaryIdentity resolution
Identity resolution merges records of the same person from several sources: website visit, app account, phone number, email address, customer number. It underpins a shared history and has clear data protection limits.
GlossaryCustomer journey
The customer journey is a customer's path across every touchpoint: website, app, call, message, letter. Seeing that path as a whole shows where it stalls, and makes it possible to act at the right moment.
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.