Univerx Journeys
Proactive engagement
Proactive engagement watches web journeys in real time and offers help at the right moment: a chat, a callback or fitting content, before someone abandons the application or reaches for the phone.
Building blocks
Proactive engagement in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Spot the moment
Signals such as long dwell time, repeated errors or back-steps show when help is welcome.
The fitting offer
Chat, callback or content, depending on the request, time of day and available staff.
Handover with context
When someone accepts, the agent sees the journey so far.
Restrained
At most one offer per visit, and no offer without available staff.
#Help before someone gives up
Many people give up on a website quietly. They search, fail at a field, step back and leave. Some call afterwards, some never come back. Proactive engagement steps in at exactly that moment.
It recognises signals that point to a problem and offers help: a chat with a person, a callback at a chosen time, or content that answers the question.
#Signals, not chance
An offer after thirty seconds on every page is not service, it is a pop-up. Univerx works with signals you define: a field showing an error repeatedly, a step back in the application, unusually long time on a help page.
Combined with what journey analytics reveals, you get rules that actually match problems. Which rules work shows in the comparison with visits that received no offer.
#The right offer
| Situation | Offer |
|---|---|
| Error in a mandatory application field | Chat with a person from the applications team |
| Long search for a contract question | Fitting article from the knowledge base |
| Complex request outside service hours | Callback at the chosen time |
| No staff available | No offer; self-service instead |
The last example matters most: a chat offer nobody answers does more harm than good. So Univerx checks before every offer whether staff in web messaging are available.
Every rule is first tried on a small share of visits. If the comparison shows that an offer reduces drop-outs, it is extended. If it shows nothing, it is switched off again.
#Accessible and with consent
Only events with consent are captured. When someone accepts an offer, the agent sees the journey so far and does not have to ask where the problem was.
Univerx Journeys
Understand what customers really do, and act at the right moment.
Univerx Journeys joins events from website, app and contact centre into customer journeys, shows where people get stuck and triggers the next best action: in chat, on the phone or as a message.
Journey analytics
Journey analytics joins events from website, app and contact centre into customer journeys and shows flows, funnels and root causes: where people drop out, where they turn instead, and which step triggers a call.
- DSGVO
Journey orchestration
Journey orchestration triggers the next best action in real time when a journey reaches a certain point: a chat offer, a callback, a message, or a hint for the agent who is on the call right now.
- DSGVO
Journey data
Journey data unifies customer data from many sources, resolves identities and applies rules for consent, purpose and retention. The clean foundation for analytics and orchestration.
- DSGVO
- EU
Surveys & voice of the customer
Short post-contact surveys by phone, chat, messaging, email or text message. CSAT, NPS and CES per queue, topic and journey step, free text analysed for topics and sentiment, and low scores answered with a callback.
- DSGVO
Frequently asked questions
Isn’t a proactive offer more annoying than helpful?
If it comes too often or at the wrong time, yes. That is why rules apply: few offers, clear signals, only when staff are free. A declined offer is not repeated.
Is the chat window accessible?
Customer interfaces are designed for WCAG 2.1 AA and EN 301 549: keyboard operation, screen readers, sufficient contrast, no enforced time limits.
Which data is captured on the website?
Only the events you define, and only with the consent your consent management has recorded.
Related
ProductsWeb 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.
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 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.
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.
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.
Guides2 November 2026 · 11 min readJourney orchestration: a playbook
From analytics to the next best action: how to pick a customer journey, settle data and triggers, choose the right channel, and run it all with clear governance and honest measurement.
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.
GlossaryNext best action
The next best action is the response that fits best at this moment of the customer journey: a callback offer, a notice, a message or deliberately nothing. It is derived from context and triggered in the right channel.
GlossaryCustomer journey
The customer journey is a customer's path across every touchpoint: website, app, call, message, letter. Seeing that path as a whole shows where it stalls, and makes it possible to act at the right moment.
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.