Use case
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.
Flow
From first contact to resolution.
The flow in a few steps. Every step runs on the same platform, without switching systems.
- 01 · TriggerA prospect compares tariffs on the website or asks for a callback. Proactive engagement offers a conversation at the right moment.
- 02 · ConversationThe adviser sees the history and CRM context and sends a link into the Univerx Channel by SMS or email.
- 03 · Shared viewBoth see the same offer or form. The adviser explains, the customer fills it in, and sensitive fields stay masked.
- 04 · DocumentsProofs are uploaded directly in the Channel instead of following later by email attachment or post.
- 05 · ClosingThe customer signs in the conversation; eIDAS signatures are the goal. Result and documents go 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 link is enough
No download, no app. The Univerx Channel opens in the customer's browser, on a phone or a computer.
Seeing the same thing
A shared view of page, offer or form, with video if wanted. Showing instead of describing.
Signing in the conversation
The deal is closed while both are still talking. eIDAS signatures are the goal.
The right moment
Proactive engagement notices when someone gets stuck on the website and offers chat or a callback.
Context from the CRM
Connectors bring customer data and history to the desktop. The result goes back there.
Help for the adviser
Univerx Assist suggests replies and knowledge articles and summarises the conversation at the end.
#Advice without broken hand-offs
Digital advice rarely fails in the conversation. It fails afterwards: the offer arrives by email, a proof is missing, the signature takes a week. By then the decision has often changed.
Univerx keeps everything in the same conversation. Advice, documents and closing run through the Univerx Channel, and the result goes straight into the case.
#From interest to conversation
Many prospects never get in touch on their own. They compare, hesitate and leave the page. Proactive engagement recognises such moments and offers chat or a callback, following rules you set.
When someone accepts, the adviser sees which pages they visited. The conversation starts with their question, not from zero.
#See together, close together
| Step | Without Univerx | With Univerx |
|---|---|---|
| Explaining the offer | Describing it on the phone | Shared view in the Channel |
| Filling in the form | Later, alone | In the conversation, with help |
| Proofs | Email attachment or post | Upload in the Channel |
| Signature | Print and return | Signature in the conversation (goal) |
With co-browse the adviser sees the customer's page. Sensitive fields such as account numbers stay masked; she does not see them.
Where a face helps, for example in mortgage or pension advice, video can be added on request. The customer decides whether to switch on the camera. The shared view stays at the centre.
#Support for the adviser
Univerx Assist listens in, if you provide for it, and suggests fitting knowledge articles and replies. At the end, Assist summarises the conversation. The adviser checks it and keeps what is right.
Through connectors to CRM systems, conversation, summary and closing land where your sales team works.
#Before you start
Questions for the pilot
#What goes with it
If the customer has to prove their identity, the use case Identification & online closing takes over. For banks, the industry page Banking & financial services explains the link to onboarding and DORA.
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 Journeys
Proactive engagement
Proactive engagement watches web journeys in real time and offers help at the right moment: a chat, a callback or fitting content, before someone abandons the application or reaches for the phone.
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 Marketplace & Developer
CRM & ITSM
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.
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
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.
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
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
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
Frequently asked questions
What is the difference between co-browse and the Univerx Channel?
Co-browse shows the customer's page. The Univerx Channel builds on it and guides through a flow: dialogue, shared view, upload, identification and signature, with the result in the case.
Which signature level is possible?
The Univerx Channel is designed for eIDAS signatures. Which level your process needs and what is available for your case is something we clarify in the demo.
Is proactive engagement compatible with data protection?
It is governed by rules you set and follows the consent management on your website. Documents for your privacy review are available on request.
Does this work for field sales and branches too?
Yes. The same platform is available to staff outside the contact centre as well, for example in branches or sales.
Further reading
Guides2 November 2026 · 11 min readJourney 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.
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.
Customer experience strategy1 November 2026 · 4 min readJourney first, not channel first: another way to plan service
Nobody wants to "use the chat". People want to move house, switch tariffs or understand a bill. Plan service along those paths and you see breaks no channel report shows.
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.