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.
In B2B service, hardly anyone calls without a reference. It is about a specific machine, a serial number, a maintenance contract. Univerx brings that reference into the conversation before it begins.
Call distribution recognises the customer and routes to the team with the right skill: controls, mechanics, spare parts. The desktop shows the installation, the contract and open cases.
IntegrationsSample
Connectors
Common CRM and ITSM systems
Existing phone systems and SIP
Messaging apps and social media channels
Identity providers and single sign-on
BI tools and data warehouses
Your own apps through APIs, SDKs and webhooks
API call
POST /v1/interactions/4812/events
{
"type": "callback.offered"
"channel": "voice"
"region": "eu-de"
}
202 Accepted
Webhook→ crm.case.updated
Connectors to CRM, ERP and service management: context comes from your systems and goes back to them.
Not every request is settled in one conversation. A spare part has to be checked, a quote prepared, a credit note approved. Task routing treats this work like contacts.
Every task has an SLA, a workbin and tracking. Team leads see what is waiting and what is about to miss its deadline.
Case
What Univerx does
Fault
Hotline with skill, context and callback
Spare part
Case with photos, part number and deadline to the back office
Maintenance
Notification before the visit, confirmation by reply
Technical service runs on experience. Univerx Knowledge makes it available: fault patterns, test steps, spare-part lists. Univerx Assist suggests fitting articles during the conversation and cites the source.
With co-browse, the hotline sees the customer portal as the customer sees it. Sensitive fields stay masked.
Complex faults are rarely solved by one person alone. With collaboration, the hotline brings in experts from engineering or field service via internal chat or video, without leaving the desktop.
Presence shows who is available right now. The follow-up stays attached to the case, so everyone has the same status at the next contact.
The NIS2 Directive (EU) 2022/2555 also covers parts of manufacturing, such as machinery and electrical equipment. It requires attention to supply-chain security.
Univerx supports your obligations with documents on supply chain, reporting lines and evidence on request. More in the Trust Center entry on NIS2.
Workshop: define case types, systems, skills and SLAs.
Pilot: technician hotline with one case type and task routing.
Rollout: knowledge, co-browse in the portal, more languages and channels.
Optional add-ons
What helps on top here.
Optional add-ons that matter in this industry: built on the same platform and at home in the same case.
Add-on
Semantic²
Reads the documents behind every case. Findings in euros.
Invoice
Item 4 · deviating rate€184.50
FindingSample
€184.50
Rule
Rate × hours
Source
Invoice, line 4
Booking
Voucher 2026-0412
AcceptReject
Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.
Every finding with a sourceAmount, rule, location in the document and booking sit side by side. Nothing has to be taken on trust.
Structured and scannedReads forms as well as scans and photos, marking the passage it read.
Rules you knowCheck rules are readable and versioned. What is checked can be explained.
People decideNo finding is booked automatically. Accepting or rejecting is an action with a log entry.
Building blocks
The capabilities behind it.
These capabilities and add-ons carry the solution. Each one is described on its own – with flow, use and rules.
Univerx Contact Center
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.
Ready-made connectors for common CRM and IT service management systems: customer contact appears in the business system, and business data appears on the agent desktop. No double entry, no window switching.
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
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.
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.
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 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.
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.
Rules & evidence
The regulations that apply here.
How Univerx meets the requirements is in the trust center – with a status per topic and documents on request.
NIS2
NIS2 obliges companies in essential sectors to manage risk, report incidents and secure their supply chain. Univerx is a link in that chain and is designed to support your duties with documents and clear reporting lines.
Encryption in transit and at rest, identity and access management, network and API security, multi-zone availability and continuity plans: what Univerx is designed for so your customer service keeps running.
Processing under Art. 28 GDPR, documents for your data protection impact assessment, retention and deletion policies and role rights. What exists you receive on request; what is a goal we call a goal.
How does Univerx connect to our ERP and service management system?
Through ready-made connectors for common CRM and ITSM systems and through open APIs. Your systems stay in the lead; Univerx reads context and writes results back.
Can field service technicians take part?
Yes. The same platform brings cases, knowledge and follow-ups to staff outside the contact centre as well, for example as a task or in the internal chat.
Does Univerx support several languages in international service?
Queues and skills can be built by language. Which languages the AI functions cover in your case is something we clarify in the demo.
Which documents are available for NIS2?
Documents for your obligations on supply chain, reporting lines and evidence, on request. Whether and how NIS2 applies to your company is for you to assess.
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.
Connect telephony, move channels, train teams: how a contact centre moves step by step from its existing system to the cloud – with inventory, sequencing, a cutover plan, risks and a checklist.
AI in customer service1 November 2026 · 5 min read
