Univerx Contact Center
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.
Building blocks
Secure messaging in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Signed in only
Messages can be read and written only in the logged-in portal or your app. Identity is settled before the conversation begins.
Files with virus scanning
Customers send receipts, notices and forms. Every file is scanned before an agent opens it.
History per customer
All of a person's conversations in one history, equally traceable for the customer and the team.
Alerts without content
New messages are announced by email or SMS without revealing what they say.
Retention & deletion
Periods per topic or case type. When they expire, content is deleted or anonymised, and that is logged.
Routed like any channel
Messages enter the same distribution as calls and chats, by topic, skill and priority.
#When a request does not belong in an ordinary inbox
A bank statement, a doctor's certificate, a tax notice: many requests need documents that do not belong in an ordinary email. At the same time, customers do not want to call or print a form for them. They want to write when it suits them.
Univerx secure messaging combines both. Conversations take place in the logged-in customer portal or in your app, asynchronous like a chat and protected like an account. Whoever writes is signed in, and so is whoever reads.
#How a conversation runs
- Sign in. The customer signs in to your portal or app and opens the messages area.
- Write. She picks a topic, describes her request and attaches the notice.
- Scan and route. The file is checked for malware, and the message lands in the right queue.
- Reply. A case handler replies, even days later, with suggestions from Univerx Assist.
- Notify. The customer receives an SMS saying "New message", without content, and reads the reply in the portal.
#What sets secure messaging apart from email
| Aspect | Secure messaging | |
|---|---|---|
| Sender identity | Not verified | Signed in, verified |
| Content in transit | Often on third-party servers | Stays in the protected area |
| Attachments | Unscanned in the inbox | Virus scan before opening |
| History | Scattered across inboxes | One history per customer |
| Retention | Hard to control | Rules per topic, logged |
Email remains the right channel for many requests. For confidential documents and cases with verified identity, secure messaging is the better choice. Both run in the same distribution and the same agent desktop.
#A channel like any other
For your team, secure messaging is not a special tool. Call distribution routes messages by topic, skill and priority, and you set reply deadlines per queue. If a callback is needed, the request moves into a conversation through channel switching, with its full history.
Sign-in is handled by your portal or app, for example through the mobile SDK. For additional checks during the contact, authentication & fraud protection is available.
#Where it fits best
- Banks and insurers: bank statements, claim documents, contract changes.
- Health insurers: certificates, applications, benefit decisions.
- Public sector: evidence and follow-up questions on applications.
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
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
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
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
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
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
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 is secure messaging different from email?
Email can be spoofed, ends up in third-party mailboxes and is often unencrypted. Secure messaging runs only in the signed-in area, identity is verified, and content never leaves the protected area.
How does the customer learn about a new reply?
By email, SMS or push notification with a neutral note such as "You have a new message". She sees the content only after signing in.
How long are messages kept?
As long as you decide, per topic or case type. Statutory retention periods are set up as rules; when they expire, content is deleted or anonymised, and that is logged.
Related
ProductsAuthentication & fraud protection
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
ProductsPrivacy
Your data stays your data: region choice within the EU, a sub-processor list, deletion and export, role-based rights and a data processing agreement under Art. 28 GDPR on request.
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.
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.
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.
IndustriesHealth insurers
Member service for statutory and private health insurers on one platform: every channel up to video and secure messaging, guided benefit applications with upload, identification with the online ID card and AI agents for routine questions. Designed for social data protection and Art. 9 GDPR.
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.
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.
GlossaryData processing agreement (DPA)
Using a cloud platform for customer service means a provider processes personal data for you. A data processing agreement under Art. 28 GDPR sets out the roles, instructions and duties involved.
GlossaryData residency
Data residency describes where data and media are stored and processed. In customer service that covers not just the database but recordings, transcripts, AI processing, backups and support access.
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.
GlossaryDORA
DORA requires banks, insurers and other financial entities to withstand digital disruption, report it and manage their ICT service providers. For customer service, third-party risk matters most.
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.