Univerx Contact Center
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.
Building blocks
Web messaging & chat in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Asynchronous
The conversation continues even if the customer closes the tab. Replies wait for her instead of getting lost.
Website and app
One widget for the website, building blocks for your app. Both share history and queue.
AI agent first
An AI agent answers routine questions immediately. For everything else it hands over with context.
Files & forms
Exchange photos, receipts and structured forms directly in the chat.
Designed for accessibility
Keyboard operation, screen-reader support and contrast to WCAG 2.1 AA as the goal.
#Conversations that can wait
Someone with a question on a website does not necessarily want to call right away. They want to type, on the side, between two meetings. Web messaging makes exactly that possible: a conversation that adapts to the customer's day, not the other way round.
The difference from classic live chat is fundamental. If the customer closes the tab, the conversation is not over. Replies wait, and she can continue later, on the same device or in your app.
#How a conversation runs
- Ask. The customer opens the widget on the pricing page and starts typing.
- Instant answer. An AI agent answers the standard question and recognises that she wants to switch contracts.
- Handover. The agent hands over to the sales team with a summary.
- Pause. The customer has to go. The adviser's reply waits for her.
- Continue. In the evening she carries on in the app; the history is there.
#For agents: several conversations, one overview
Because conversations are asynchronous, one agent often handles several at once. The agent desktop shows where a reply is due and where the customer is typing. Suggestions from Univerx Assist and text snippets speed up the work.
Call distribution makes sure nobody receives more conversations than makes sense. You set the limit per queue.
#More than text
Some requests need a photo, a receipt or a completed form. All of that can be exchanged in the chat. When it gets complicated, the conversation switches with one click to co-browsing or, with Univerx Channel, to a guided shared view with signature.
#Accessibility as a design goal
Germany's Accessibility Strengthening Act has applied since 28 June 2025 to many services in electronic commerce (BFSG), implementing the European Accessibility Act. A chat widget is often part of that.
The Univerx widget is designed for WCAG 2.1 AA and EN 301 549: full keyboard operation, screen-reader support, sufficient contrast and understandable error messages. We share the current test status on request.
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.
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
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
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
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
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
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
What is the difference between live chat and web messaging?
A live chat ends when the window closes. Web messaging is asynchronous: the conversation persists, and the customer can continue hours later without starting over.
How many chats can one person handle at once?
You set that per queue. Because conversations are asynchronous, several parallel chats are common. Routing makes sure nobody is overloaded.
How does the widget fit our design?
Colours, fonts, texts and position can be adapted. Accessibility takes precedence: contrast and operability are preserved.
Related
ProductsAI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
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 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.
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.
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.
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.
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.
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.