Univerx Services
Academy & support
Training paths for every role, certification for administration and development, product support in German and English and a user community. So that know-how stays in the team and questions find an answer fast.
Building blocks
Academy & support in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Training paths per role
Agents, team leads, planners, administrators and developers learn what they need.
Certification
Credentials for administration and development, so in-house know-how stays measurable.
Product support
Requests through a portal, prioritised by impact, with a traceable status.
Documentation
Manuals, how-tos and release notes in German and English.
Community
Exchange with other users on configuration and practice.
#Know-how that stays in-house
A platform is only as good as the people who use and maintain it. The Academy makes sure every role knows what it needs to know, and that this knowledge stays when projects end or teams change.
Support makes sure everyday questions find an answer quickly. Both are available in German and English.
#Training paths per role
| Role | Learns |
|---|---|
| Agents | Desktop, channels, handovers, knowledge, Univerx Assist |
| Team leads | Real-time views, coaching, quality evaluation, reports |
| Planners | Forecasting, scheduling, capacity, scenarios |
| Administrators | Roles, routing, flows, security, privacy settings |
| Developers | APIs, webhooks, SDKs, embeddable components |
Each path consists of short modules that fit into the working day. For agents, modules can be entered straight into the schedule as learning time; see Performance & development.
#Certification
There are certifications for administration and development. They show that a person can configure or extend the platform safely. For your organisation that means know-how is not tied to a service provider but demonstrably present in your own team.
New staff go through the same path as those before them. Onboarding does not depend on who happens to have time to explain, and know-how across the team stays even.
#Support you can follow
Requests to product support run through a portal. Each request has a priority based on impact and a visible status. A telephony outage is handled differently from a question about report layout. Response times are set out in the contract.
On top come documentation in both languages, release notes for every change and a community where users exchange experience on configuration and practice.
Univerx Services
From the first workshop to day-to-day operations, with a plan.
A named contact for your success, consulting and delivery, guided cloud migration from existing systems, training with certification and support. The path is always the same: workshop, pilot, rollout.
Customer Success
A named contact, a shared success plan and regular value reviews: Customer Success makes sure Univerx does not stand still after launch but grows with your goals.
Learn moreCloud migration
A guided move from existing contact-centre systems into Univerx Cloud: channel by channel, team by team, with a test and a way back at every step. Keep or replace your telephony, according to your plan.
- EU
Professional Services
Consulting, AI adoption, implementation, integration and data preparation: Professional Services brings experience to the projects where order and detail decide success.
Learn more
Frequently asked questions
How are support requests prioritised?
By impact on your operations. A telephony outage takes precedence over a question about report layout. Response times are set out in the contract.
Is there on-site training?
Training takes place online, as self-paced modules and live sessions. For rollouts, on-site dates are possible on request.
Who should get certified?
People who administer or extend Univerx in your organisation. That keeps know-how in the team, even when projects end.
Related
ProductsPerformance & development
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
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 casesContact centre modernisation
A guided move to the cloud, channel by channel rather than everything in one weekend. Connect existing telephony step by step or replace it via SIP, train teams and hand over operations without customers noticing.
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.
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.
Guides2 November 2026 · 11 min readKnowledge management for customer service
Building one knowledge base for people, bots and self-service: what belongs in it, how articles are structured and written, how grounded answers come about, who maintains and approves, and how to tell whether the knowledge holds up.
GlossaryKnowledge management
Knowledge management in customer service means one maintained knowledge base from which agents, AI agents and self-service draw the same answers. What decides is not the tool but the upkeep.
GlossaryWorkforce management (WFM)
Workforce management matches people to contact demand: forecasting, scheduling, intraday steering and agent development, run as a continuous cycle rather than an annual plan.
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.