Univerx Contact Center
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.
Building blocks
Social media in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Find
Capture mentions, comments and direct messages on your company profiles and filter them by relevance.
Distribute
Whatever needs an answer enters a queue, with priority and skill.
Answer
React briefly in public, help in private, from the same desktop as every other channel.
Read the situation
When posts on one topic pile up, team leads see it early and can respond.
#Questions asked in public
Some customers do not ask in chat or on the phone but in public. A comment under a post, a mention, a question to your profile. Others read along. The reply shows how your service works.
Univerx brings these posts into customer service. Not into a separate marketing tool, but into the same queue and the same desktop as every other channel.
#From post to reply
- Capture. Comments, mentions and direct messages on your company profiles come in.
- Filter. What needs an answer is separated from praise, advertising and noise.
- Distribute. Call distribution queues the post with a priority.
- Answer. Briefly in public, in detail in private, from the agent desktop.
- Join up. If the conversation moves to another channel, the history stays together.
#Brief in public, specific in private
A good public reply is friendly, short and free of personal data. It shows the request has arrived and invites the customer into a private channel: direct message, messaging or phone.
| Situation | Public reply | Continue in |
|---|---|---|
| Question about an invoice | "Happy to look into it. Please message us privately." | Direct message |
| Report of an outage | "We know, we are on it. Updates here and on the status page." | Public, bundled |
| Complaint | "We are sorry about that. We will contact you directly." | Phone or message |
#Early warning during outages
When something goes wrong, it often shows up on social networks first. When posts on one topic pile up, team leads see it in the reports and can respond: an IVR announcement, one reply for everyone, extra capacity.
Together with conversation analytics, a picture emerges that goes beyond single channels. How to plan communication during outages is covered in the article When everyone calls at once.
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
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
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
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
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
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
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
Frequently asked questions
Which networks can be connected?
Common social networks with interfaces for company profiles. Which ones are available for your start is something we settle in conversation.
Who may answer in public?
You decide through roles. Many organisations allow public replies only from a trained team and let everything else continue privately.
How do we handle personal data in posts?
Personal details do not belong in public replies. Move anything personal to a direct message or another channel; Univerx keeps the history together.
Related
ProductsConversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
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.
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.
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.
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 readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
GlossarySentiment analysis
Sentiment analysis estimates from wording and the course of a conversation whether a contact is calm, positive or tense. It reveals trends across many conversations, is unreliable for single cases and touches co-determination and privacy.
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.