Univerx Contact Center
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.
Building blocks
Secure payments in the conversation in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Keypad entry by phone
The customer types her card details on the phone keypad. The tones are masked; the agent hears and sees only the progress.
Payment field in chat
In chat or messaging, a secure input field opens. What goes in it never appears in the transcript.
Payment link
A link to the payment page arrives by SMS, email or message, also for paying later.
Recording pauses
As soon as the payment starts, the recording pauses automatically and resumes afterwards.
SEPA direct debit
Capture the IBAN and have the mandate confirmed, with proof in the case.
Receipt in the case
Result, amount and reference go into the case, without the payment details themselves.
#Paying without handing over data
"Could you read me your card number, please?" That sentence puts card data in the agent's ear, in the recording, in the transcript and sometimes on a sticky note. Every one of those places then has to be protected, audited and documented.
With Univerx, the customer pays during the contact without saying her details out loud or typing them into the chat. The agent stays in the conversation and keeps helping, but never sees the data.
#How a payment runs on the phone
- Start. On the agent desktop, the agent selects "Payment" and enters amount and reference.
- Pause. The recording stops automatically.
- Enter. The customer types card number, expiry date and security code on the keypad. The tones are masked.
- Confirm. The payment service provider checks and confirms; the agent sees only the result.
- Continue. The recording resumes and the receipt sits in the case.
#One flow for every channel
Not every payment suits a phone call. In web messaging, a secure input field opens whose content never appears in the transcript. Anyone who prefers to pay later receives a link by SMS, email or message.
| Route | Where the data is entered | What the agent sees |
|---|---|---|
| Phone keypad | Masked key tones | Progress per field, result |
| Payment field in chat | Secured form in the chat window | Status, result |
| Payment link | The provider's payment page | Open, paid, declined |
| SEPA direct debit | Form with mandate confirmation | Mandate given, reference |
It works without an agent too. Speech dialogue and chatbots start the same payment, for example for open invoices or fees in the digital citizen office.
#SEPA mandates and receipts
For recurring contributions, direct debit often matters most. The customer enters her IBAN in the secured form and confirms the mandate. The mandate reference and timestamp then sit in the case, traceable for any follow-up questions.
After every payment, Univerx writes result, amount and reference into the case and, if you wish, into your CRM or line-of-business system. The payment details themselves stay with the payment service provider.
#Less audit scope, less risk
What never enters your systems does not need protecting there. The payment function is designed for PCI DSS: card data touches neither workstations nor recordings, conversation analytics or transcripts.
This helps especially in collections: anyone who agrees an instalment plan during the conversation can pay the first instalment straight away, without leaving the call.
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.
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
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
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
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
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
Is Univerx PCI DSS certified?
The payment function is designed so that card data never touches your contact centre environment, which can considerably reduce your PCI DSS assessment scope. Architecture documentation is available on request.
Which payment service providers are supported?
Univerx works with common payment service providers. You keep your existing contract; the payment is processed there, and Univerx passes on only amount, reference and result.
Does the agent see whether the payment went through?
Yes. She sees which fields are complete and whether the payment was approved or declined, but never the data itself. That way she can keep helping during the conversation.
Does it work without an agent?
Yes. Speech dialogue, a voicebot or a chatbot can start the same payment, for example for fees in a digital citizen office or for open invoices outside service hours.
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.
ProductsCollections
Respectful payment reminders and payment-plan conversations: reminders in the right tone, self-service for simple cases and well-prepared conversations for everyone who needs a solution.
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 casesCollections
Payment reminders that stay respectful: tiered notices by SMS, email, messaging and call, payment plans in the conversation or in self-service, call windows, suppression lists and consent checks through Univerx Outbound and Journeys.
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 casesDigital citizen office
The digital citizen office brings the visit to the town hall into one session: book an appointment online, get advice by video, upload documents, fill in the form together, sign with legal effect and pay the fee. The result goes straight into the case system.
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.
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.
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.
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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.
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.
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.
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.