Univerx Contact Center
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.
Building blocks
Real-time supervision in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Live wallboards
Queues, service levels, waiting times and team states at a glance, in the browser or on a large screen.
Listen, whisper, barge
Team leads listen to a call, give the agent a hint or join the conversation.
Follow digital sessions
Follow chat, video and co-browsing live and join when needed.
Alerts
Thresholds for waiting time, service level or handling time; whatever tips over raises an alert.
Roles & audit log
Roles decide who may see and do what; every intervention is logged.
#Seeing what is happening now
Reports tell you how the day went. Team leads need to know how it is going right now: how long is the queue, who is free, where is a conversation stuck? And they need a way to help straight away.
Univerx real-time supervision shows the state of every queue and every team as it happens. From the same view, the team lead listens in, gives a hint or joins, on the phone and in digital channels alike.
#Wallboards and alerts
A wallboard shows what matters now: contacts waiting per queue, longest waiting time, service level in the current interval, and how many agents are talking, in wrap-up or on a break. The view runs in the browser or on a large screen.
Nobody has to watch the screen all the time. You set thresholds, for example for waiting time or service level. When one is crossed, an alert goes out, and the team lead can move people or adjust routing.
#Helping while the conversation runs
| Mode | Who hears whom | What for |
|---|---|---|
| Listen | Team lead hears both sides, silently | Onboarding, coaching on request |
| Whisper | Only the agent hears the team lead | A hint on a difficult question |
| Barge | Everyone hears everyone | Taking over on escalation |
The same applies in digital channels. The team lead follows a chat, a video session or a co-browsing session live, sends the agent an internal note or joins the session.
Anyone who needs support does not have to wait for someone to walk past. Agents call the team lead in with one click from the agent desktop. The supervisor copilot also suggests where help would make the most difference right now.
#Built for co-determination
Real-time supervision is a technical system capable of monitoring behaviour and performance, and therefore subject to co-determination in Germany (Section 87(1) no. 6 BetrVG). Univerx is designed so you can configure it to match your works agreement.
What you decide
Every intervention is logged: who, when, in which conversation. That creates transparency for employees and evidence for the works council. How to prepare that conversation is described in the article Talking to the works council about analytics.
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
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
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
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
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
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
Does the agent know when someone is listening?
That is your decision, usually agreed with the works council. Univerx can show listening on the agent desktop, and every intervention is logged. Many organisations use listening only at the agent's request or during onboarding.
Can the customer hear the whisper?
No. When whispering, only the agent hears the team lead. Only on barge-in does the team lead become an audible part of the conversation for everyone.
Do wallboards show individuals?
Only if you configure them to. Wallboards can be limited to teams and queues; person-level views are a role you grant deliberately or switch off.
Related
ProductsSupervisor copilot
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
ProductsQuality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
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 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.
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.
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 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.
Guides2 November 2026 · 11 min readWorkforce planning in the contact centre: the basics
Forecasting, staffing requirements, scheduling, adherence and capacity: how the parts of workforce planning fit together, which terms you need, where working-time law and co-determination come in, and where best to start.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryAdherence
Adherence shows how closely actual presence follows the schedule. It helps team leads react during the day, and in Germany it is subject to works council co-determination.
GlossaryQuality management (QM)
Quality management in customer service evaluates conversations with fixed forms, aligns evaluators' standards and turns results into coaching. Recording requires consent; evaluation requires the works council's involvement.
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.