Univerx Services
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.
Building blocks
Customer Success in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Named contact
One person who knows your goals, your organisation and your configuration.
Success plan
Goals, KPIs and next steps, agreed together and updated regularly.
Value reviews
At fixed intervals: what has changed, what are you using, what is missing?
Recommendations
Pointers to functions and settings that fit your goals, without sales pressure.
#After launch is when it starts
Many rollouts end on the day the system goes live. After that, nobody checks whether it reaches the goals it was bought for. Customer Success starts right there.
Your contact stays with you beyond launch. They know your goals, your organisation and your configuration, and they are the first port of call when something changes: a new channel, a new team, a new requirement.
#The success plan
It starts with a shared plan. It records what you want to achieve with Univerx, how you measure it and which steps come next. The plan is not part of the contract but a working document that changes with your service.
The KPIs come from your own data in Reporting & analytics. The baseline is taken before the pilot, so that changes become visible.
#Value reviews
At fixed intervals, you and your contact look at the figures together. What has changed? Which functions are used, which are not? Where does everyday work snag? The answers become the next steps.
Between reviews your contact is available when plans change: a merger, a new product line, a season that runs differently than expected. The success plan is then adjusted, not only at the next meeting.
#When more is needed
Sometimes a review shows a project is needed: an integration, an AI rollout, a new region. Then your contact brings in Professional Services. When it is about know-how in the team, the Academy helps.
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.
Professional Services
Consulting, AI adoption, implementation, integration and data preparation: Professional Services brings experience to the projects where order and detail decide success.
Learn moreAcademy & 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.
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
Frequently asked questions
Is Customer Success a sales channel?
Your contact knows your contract, but their goal is your success with what you have. Recommendations for further functions come when they fit the agreed goals.
How often are reviews held?
At the rhythm you agree, typically quarterly. During rollout often more frequently.
Which KPIs go into the success plan?
The ones you consider important, such as first contact resolution, waiting time, the share of requests resolved in self-service or satisfaction. We suggest, you decide.
Related
ProductsReporting & 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.
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.
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.
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 readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across every channel.
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.
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.