Use case
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.
Flow
From first contact to resolution.
The flow in a few steps. Every step runs on the same platform, without switching systems.
- 01 · TriggerAn application, a contract or a change needs a verified identity or a signature. The conversation is already under way.
- 02 · InvitationThe service agent sends a link by SMS, email or chat. The Univerx Channel opens in the browser, with no download.
- 03 · IdentificationThe customer identifies herself with the online ID card. The Channel is designed for it and for eIDAS identities.
- 04 · Clarify and signBoth see the same document and settle open questions. The signature follows in the conversation; eIDAS signatures are the goal.
- 05 · Back into the caseIdentification result, document and log go into the case and the business system. No printing, no return post.
What the platform adds
What carries this flow.
The qualities that count day to day – for customers as much as for the teams.
One link, no download
The Univerx Channel opens in the browser, on a phone or a computer. No app, no account.
Online ID card
Designed for identification with the German online ID card and for eIDAS identities. No photo of the ID needed.
eIDAS signature
Signing in the conversation, designed for eIDAS signatures. The right level depends on the case.
Guided dialogue
The Channel guides step by step through the flow. The agent sees where the customer is and helps.
Result in the case
Result and log go back into the case. Nothing is retyped or scanned.
Accessible as a goal
For the Channel, WCAG 2.1 AA is the goal, so that everyone can use the flow.
#The broken hand-off at the end
Many cases are almost done in the conversation. Then only the identity or the signature is missing, and it continues with a letter, an appointment, a printout and return post. One conversation turns into two weeks.
The Univerx Channel closes this gap. Identification and signature happen in the same contact, and the result lands directly in the case.
#What happens in the Channel
- Identify: online ID card or eIDAS identity, instead of an ID photo and a list of security questions.
- Clarify: a shared view of the document, with video if wanted. Upload documents directly.
- Sign: a signature in the conversation, designed for eIDAS.
- Close: result, document and log back into the case.
The Channel builds on co-browse, messaging and video. The agent sees where the customer is in the flow and can help without taking control.
#Online ID and eIDAS
The online ID is the function of the German identity card for electronic proof of identity (§ 18 PAuswG). The Univerx Channel is designed for it.
The eIDAS Regulation (EU) No 910/2014 governs electronic identification and trust services in the EU. It distinguishes three levels of electronic signature.
| Signature | In brief |
|---|---|
| Simple electronic signature | Data attached to a document, such as a name |
| Advanced electronic signature | Uniquely linked to the signatory, changes detectable |
| Qualified electronic signature | Has the legal effect of a handwritten signature |
Which level a case needs depends on formal requirements. More in the Trust Center entry on eIDAS and the online ID and in the glossary under eIDAS.
#The result back into the case
A closing is only finished once it is in the system. The Channel writes the identification result, the signed document and the log into the case. Follow-up work runs through task routing with a deadline.
#Where it is needed
In the public sector, for applications without a visit to the office. At banks, for onboarding and contract changes. At insurers, for settlement agreements. The post The online ID card in customer contact shows how this fits into a conversation.
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.
- Add-on
Univerx Channel
Identity, signature and resolution in one contact.
- eIDAS
- DSGVO
- BFSG
- Univerx Contact Center
Co-browse & screen share
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.
Learn more - Univerx Contact Center
SMS
Two-way SMS for service, reminders and notices. Customers simply reply to the message, and the reply lands in the same queue as every other contact.
Learn more - Univerx Contact Center
Web messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
Learn more - 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.
Learn more - Univerx Trust Center
Europe & regulation
The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.
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
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
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
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
Frequently asked questions
Is identification with the online ID card available today?
The Univerx Channel is designed for it. We discuss the status for your case in the demo; we make commitments only once they hold.
Which signature level does the Channel support?
The Channel is designed for eIDAS signatures. Which level your case requires depends on formal requirements; we clarify that together with your business unit.
What about the EUDI wallet?
The European Digital Identity Wallet is an outlook. The Channel is built so that further eIDAS identities can be added.
Do customers need a card reader?
Usually a smartphone with NFC and the matching ID app is enough. The Channel explains in plain language beforehand what customers need.
Further reading
Guides2 November 2026 · 11 min readDigital 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.
Europe & regulation31 October 2026 · 4 min readThe online ID card in customer contact: what works today
ID copies, selfies, callbacks to the number on file: identification is often the slowest part of a request. With the online ID card it becomes one step in the conversation.
Public sector30 October 2026 · 5 min readCitizen service without broken hand-offs: what has to come together
Broken hand-offs rarely happen in the portal. They happen at the handovers. Four building blocks close them: identity, shared view, signature and case.
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.