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Solutions

For your industry. For your request.

Industry solutions with the regulation that matters there, with health insurers and the digital citizen office in focus, and use cases that work across every sector.

  • DSGVO
  • eIDAS
  • AI Act
  • BFSG
  • DORA
  • NIS2
  • EU
Request a demoUse cases

Industries

Your industry. Your rules. One platform.

Every industry runs on the same complete platform – with the regulations that matter there, and the flows teams there start with.

  • A doctor working at a computer in his practice

    Health insurers

    Member service for statutory and private health insurers on one platform: every channel up to video and secure messaging, guided benefit applications with upload, identification with the online ID card and AI agents for routine questions. Designed for social data protection and Art. 9 GDPR.

    • Member service on every channel
    • Guided benefit applications with upload
  • Vaulted entrance hall of a historic building

    Public 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.

    • Digital citizen office
    • Citizen service on every channel
  • An advisor in conversation with a client

    Banking & 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.

    • DORA documents
    • Onboarding with the online ID
  • A tree blown over onto a fence after a storm

    Insurance

    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.

    • Semantic² for claims documents
    • Signature in the conversation
  • A hand on a laptop beside a stethoscope

    Healthcare

    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.

    • Appointments without a phone queue
    • Video consultations without a download
  • A lit boutique window in the evening

    Retail & 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.

    • Messaging & web messaging
    • Proactive delivery notices
  • Technicians in protective clothing at a computer

    Manufacturing

    After-sales and B2B service on one platform: technician hotline, spare-part and fault cases with task routing, connections to CRM and service management. Documents for your NIS2 obligations on request.

    • After-sales & service
    • Task routing
  • High-voltage pylons in the morning haze

    Utilities & telecoms

    High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.

    • AI agents for routine
    • Outage communication
  • Conveyor belts in a parcel distribution centre

    Logistics & mobility

    Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.

    • Proactive status notices
    • Drivers and customers in one queue

Use cases

Designed around the request.

A use case describes one flow from first contact to resolution. It works across every industry and can be introduced on its own.

  • An older woman on the phone in the street

    Digital citizen office

    The digital citizen office brings the visit to the town hall into one session: book an appointment online, get advice by video, upload documents, fill in the form together, sign with legal effect and pay the fee. The result goes straight into the case system.

  • Employee wearing a headset at a screen

    Customer 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.

  • A man looks at his smartphone in the evening

    Self-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.

  • Advisor on a video call at a laptop

    Sales & 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.

  • An aisle between server cabinets in cool light

    Contact 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.

  • An employee working alone late at night in a dark office

    Back-office automation

    Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.

  • A man on the phone at a desk between monitors

    Collections

    Payment reminders that stay respectful: tiered notices by SMS, email, messaging and call, payment plans in the conversation or in self-service, call windows, suppression lists and consent checks through Univerx Outbound and Journeys.

  • Open-plan floor with long rows of workstations

    Peak load & crisis communication

    When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.

  • A hand signing a document

    Identification & 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.

Getting started

Start small. Grow cleanly.

Every solution starts with one request and one team. Univerx Services accompanies the way from the first workshop to the rollout.

  • WorkshopAgree on requests, channels, rules and roles – with the business, IT and data protection at one table.
  • PilotOne team, one channel, one request. The pilot shows with your own cases what works.
  • RolloutMore channels, add-ons and teams follow as soon as the flow is in place.

Europe & regulation

The rules are part of the solution.

Every industry page names the regulations Univerx is designed for there. The trust center documents the state of each topic – with an honest status.

  • GDPR · On requestProcessing agreement under Art. 28 GDPR, material for your data protection impact assessment, retention and deletion policies and role-based access.
  • EU data residency · Designed forData and media in EU regions. Hosting in Germany is planned.
  • EU AI Act · Designed forBot disclosure in the dialogue, human oversight, logging of every action and approval of models.
  • eIDAS · Designed forIdentification with the online ID card and eIDAS signatures, with the optional Univerx Channel add-on.
  • NIS2 · Designed forSupports your NIS2 obligations: supply chain, reporting paths, evidence of secure operations.

Further reading

  • Hands typing on a keyboard in the dark
    Guides2 November 2026 · 11 min read

    Introducing 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.

  • A man looking at his smartphone in the street in the evening
    Guides2 November 2026 · 11 min read

    Outbound with consent in Germany

    Campaigns, notifications and collections within German competition law and the GDPR: which rules apply to which kind of contact, how to obtain consent that holds, and how to prove it in daily operations. With sources.

  • Forms and a pen on a dark desk
    Guides2 November 2026 · 11 min read

    Using document intelligence in cases

    Which documents suit it, which checks make sense and which decision stays with people: a guide to introducing Semantic², from the first rule set to a pilot with a single document type.

  • Berlin at blue hour with the TV tower
    Guides2 November 2026 · 11 min read

    Running a contact centre in Europe

    What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.

  • A long corridor in warm backlight, one person walking through
    Guides2 November 2026 · 11 min read

    Digital 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.

  • An older woman on the phone in the street
    Guides2 November 2026 · 11 min read

    Accessibility 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.

  • A train passing a platform at night
    Guides2 November 2026 · 11 min read

    Journey 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.

  • A laptop under a desk lamp in a dark room
    Guides2 November 2026 · 11 min read

    Knowledge 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.

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.

Request a demoGet in touch

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