Univerx Contact Center
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.
Building blocks
Video engagement & video advice in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
No download
Video starts from a link in the browser, on a computer or a smartphone. No app, no account, no installation.
From chat or a call
From a chat, a message or a running call, the conversation moves into video, in the same session.
One-way and two-way
The customer sees the advisor and decides herself whether her own camera is on.
Waiting room & appointments
Spontaneous or at a booked time, with a virtual waiting room and a device check before the conversation.
Show & share
Screen share, document display and photo upload, all in the same window.
Recording with consent
Nothing is recorded unless the customer explicitly agrees. Consent is documented.
#When a picture explains more than ten sentences
A damaged device, a letter full of deadlines, a mortgage with several options: some requests are resolved fastest when people can see each other or show something. Video at Univerx starts directly in the customer's browser, with no download, no app and no account.
The conversation begins where the customer already is. From web messaging, from a message or from a running call, she moves into video via a link. It stays the same session, with the same history and the same person.
#One-way or two-way
Not every customer wants to be seen. With one-way video she sees the advisor, and the advisor only hears her. That creates closeness without revealing a face or a home. Two-way video fits when something must be shown, such as damage or a document.
The customer decides whether her camera is on and can switch it off at any time. The conversation simply carries on.
#How a video consultation runs
- Booked or spontaneous. The customer books a video slot through appointment booking or moves into video from a chat or call.
- Waiting room. A virtual waiting room shows that it will start shortly. Camera, microphone and connection are checked beforehand.
- Conversation. Advisor and customer talk on video and share a screen or documents.
- Fill in together. For forms, the conversation switches to co-browsing.
- Wrap-up. Summary, documents and outcome go into the history and the case.
#Tools in the conversation
| Function | What for |
|---|---|
| Screen share | Show plans, calculators or documents |
| Document display | Go through contracts and offers together |
| Photos and files | Send receipts or damage photos during the call |
| Live captions | Spoken words as text as well |
| Fallback to audio | Continues as a call on a weak connection |
In the agent desktop the advisor sees video, history and customer data side by side. Suggestions from Univerx Assist and an automatic summary after the conversation cut down on after-call work.
#Consent, privacy, accessibility
Recording happens only after explicit consent, asked for before the start and documented. Without consent, no recording is made. Whether you offer recording at all is set per queue. Data stays in your Univerx tenant in the region you choose.
The interface is designed for WCAG 2.1 AA: captions, keyboard operation, screen reader support and legible contrast. For people with hearing impairments, the chat remains available in the same window at all times.
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
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
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
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
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
Do customers need an app or an account?
No. Video runs in common browsers on computers and smartphones. A link from a chat, message or email is enough. In your own app it can be embedded through the mobile SDK.
What happens on a poor connection?
Quality adapts to the available bandwidth. If it is not enough for video, the conversation continues as audio, with no restart and no need for the customer to dial again.
Is the video conversation recorded?
Only with explicit consent, asked for before the start and documented in the history. Whether recording is offered at all is set per queue.
Related
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.
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.
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.
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.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
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 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.
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.
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.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
GlossaryAccessibility Act & WCAG
Since June 2025, the German Accessibility Act has required many products and services to be accessible. EN 301 549 and WCAG 2.1 AA serve as the technical yardstick. Contact channels are part of it.
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.