Use case
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.
Flow
From first contact to resolution.
The flow in a few steps. Every step runs on the same platform, without switching systems.
- 01 · ContactCall, chat, messaging or email run into the same queue.
- 02 · RoutingRules or predictive routing find queue and skill.
- 03 · WorkspaceThe agent sees history, case and context in one place.
- 04 · AssistUniverx Assist suggests the reply, knowledge and next step.
- 05 · ResolutionThe request is resolved, the summary goes into the case.
What the platform adds
What carries this flow.
The qualities that count day to day – for customers as much as for the teams.
One queue
No channel gets priority for being louder. Urgency and skill decide.
Context instead of questions
History and case are there before the conversation starts. Nobody tells it twice.
Help in the conversation
Suggested replies and knowledge with a source while the customer is still talking.
The right person
Predictive routing matches every contact to the person most likely to achieve the best result for the chosen KPI.
Summary included
Assist summarises the conversation at the end. The agent checks and saves instead of typing notes.
Steering in real time
Team leads see queues, service levels and topics in real time and redirect work before it gets tight.
#The flow, from the top
A customer writes in chat that her delivery is missing. Routing recognises the topic and the urgency and places the contact in the right queue. The agent who picks it up sees the order, the last call and the open point.
Univerx Assist suggests a reply and shows the knowledge article behind it. The agent adjusts, sends, and the summary lands in the case. At the next contact nobody starts from zero.
#What is different from today
Channels are not departments. Chat, phone and email are entrances to the same queue. One team can serve all of them, or specialised teams share the queues.
Context is standard. History, case and scripts sit in the workspace, not in three windows. The question "Have you already spoken to us?" disappears.
Help is a suggestion. Assist decides nothing. It suggests, shows the source, summarises. What is sent is decided by the person.
Before you start
#What remains at the end
| Without a shared platform | With Univerx |
|---|---|
| One mailbox per channel | One queue for every channel |
| History in several systems | History and case on the desktop |
| Answers from memory | Suggestions with a source from Univerx Knowledge |
| Notes after the conversation | A summary to check |
Reporting & analytics shows which requests come how often and where customers have to follow up. That is the basis for the next step, not a number for the shop window.
#A typical start
- Workshop: define the most frequent requests, channels, queues and roles.
- Pilot: one team with telephony and one digital channel, Assist with the first knowledge articles.
- Rollout: more channels, predictive routing, self-service for routine.
#What fits alongside
If routine requests make up the bulk, look at self-service around the clock. For the legal framework in Europe, the guide Running a contact centre in Europe covers routing, recording and analytics.
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
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
Learn more - Univerx Contact Center
Agent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
Learn more - Univerx AI
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
Learn more - Univerx AI
Univerx Knowledge
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.
Learn more - Univerx AI
Predictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
Learn more
Industries
Where this flow often starts.
Industries in which this use case is often the first step – each with its own rules and add-ons.
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
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
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
Frequently asked questions
Do we need every channel at once for this?
No. Many teams start with telephony and one digital channel and add more once the flow is settled.
Where does the knowledge in the suggestions come from?
From Univerx Knowledge, a maintained knowledge base. Every suggestion names its source so the agent can check what they adopt.
Further reading
Guides2 November 2026 · 11 min readRunning 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.
Contact centre30 October 2026 · 4 min readOne queue for every channel: what changes day to day
Separate teams for each channel look tidy, until a customer switches channel. What changes when everything runs into one queue.
Contact centre30 October 2026 · 5 min readCallback instead of hold: a small switch with a big effect
Waiting is unavoidable when more people call than there are seats staffed. Your customers do not have to stay on the line while they wait.
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.