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Automation

Smart Routing For Sales And Support

Route every request by priority, wait time and agent skills, then connect with the full context already on screen.

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Powered by Univerx

Your Support Operations Console

Check queues, routing rules, escalations and agent load in one place.

Focus the console on

Suggested Prompts

Trusted by Leading Companies

  • Digital Banking
  • National Insurance
  • Healthcare Network
  • Regional Energy
  • Municipal Services
  • Retail Bank
  • Insurance Claims
  • Energy Services
Capabilities

Everything Automation Handles

From routing and queues to summaries and recordings, automation keeps sales and support teams moving without manual triage.

Smart Routing

Send every request to the right agent by priority, wait time, availability, and skills. SLA tracking keeps the queue moving.

  • Priority and SLA rules
  • Skills and language match
  • Availability aware
Platform Highlight

More Than Just A Call Widget

Routing, live sessions and real-time tracking work together, so every lead and every customer reaches the right agent first time.

  • 900
  • 600
  • 300
  • 100

29 July 2025

1,284

+3.4%

Resolution

4m 12s

Wait time

0m 48s

Live Routing Insights

Track wait times, resolution speed, and agent load in real time. Embed it with one line of code.

  • Zendesk
  • Salesforce
  • Intercom
  • Maya Okafor High priority Waiting 0:42
    Ana Ruiz
  • Tom Brandt Co-browsing Waiting 1:15
    Routing...
  • Lena Fischer Normal priority Waiting 2:30
    Ravi Menon

Smart Queue Management

Route by priority, wait time, and agent skills, and keep every queue balanced.

Start a live session

Invite the customer in one click.

Customer

Olivia Rhye

Waiting

02:14

Session link

UX univerx.com/s/4821

PIN

•••

Cancel Start call

Video and co-browsing

One Click Live Sessions

Start a video call and co-browsing session in the browser, with no download.

Powered by Univerx

Your Support Operations Console

Check queues, routing rules, escalations and agent load in one place.

Ask about your queue

Priority routing CRM
Run Agent
  • Routing Rules
  • Queue Health
  • Escalations

Suggested Prompts

  • Show me the longest waits
  • Which agent closed the most demos this week
  • Summarise yesterday's escalations
Routing Rules
Priority routing
Round robin
Edit rules

Automation Console

Ask about your queue and get answers on waits, escalations, and agent load instantly.

Benefit

Why Teams Choose Univerx

Sales and support teams use Univerx automation to cut waiting, drop manual triage and give every customer an agent who already has the context.

The Right Agent

Every request is matched on priority, wait time, availability, and skills, so nobody lands in the wrong queue or repeats themselves.

Faster Resolution

Queues stay balanced and escalations fire on their own, which is how teams reach 60% faster resolution and 45% fewer tickets.

Performance You Can See

Wait times, resolution speed, and agent load are tracked in real time, so a bottleneck is obvious the day it appears.

Privacy & Security

Video and co-browsing sessions are encrypted, sensitive fields are masked, and the customer controls what the agent can see.

Get Started

Grows With Your Team

Add agents, queues, and routing rules as you grow. Sales and support run on the same console and the same live queue.

How It Works

How Smart Routing Works

From the first click to a solved problem or a closed deal. The visitor joins the queue, routing picks the right agent, and your team connects with video and co-browsing in one step.

  1. Phase 1

    Customer Reaches Out

    A visitor clicks your widget, fills in a short pre-call form, and joins the queue automatically.

    • One click from any page
    • Optional pre-call form
    • Automatic queue entry
  2. Phase 2

    Smart Routing Takes Over

    Requests are routed by priority, wait time, agent availability, and language, with SLA tracking throughout.

    • Priority and SLA rules
    • Skills and language match
    • Live queue balancing
  3. Phase 3

    Team Connects With Context

    One click opens a video call and a co-browsing session, with the full customer history already on screen.

    • Video and co-browsing together
    • Full customer context
    • Summary after every call
Customers

What People Say About Univerx

See how sales and support teams route, connect and close with Univerx.

Portrait of Sarah M.
"Univerx brought the branch experience online. Customers get advice from home, and routing puts them with the right adviser in seconds."
  • 35% higher conversion
  • One click from queue to call
Sarah M. VP of Digital Transformation Frankfurt, Germany
"Policy closings take half the time. Consultation, application, and signature all happen in one routed session."
  • 60% faster resolution
  • No downloads for the customer
Portrait of Michael K. Michael K. Director of Sales Operations Zurich, Switzerland
"Customers who used to call back three or four times now finish in a single guided session. Escalations sort themselves out."
  • 45% fewer support tickets
  • One session instead of four calls
Portrait of Jennifer L. Jennifer L. Director of Customer Experience Amsterdam, Netherlands

01 of 5 customer stories

FAQ

Frequently Asked Questions

Everything you need to know about co-browsing, video calls and smart routing.

Co-browsing lets you see exactly what your customer sees, live in their browser. Guide them through a demo or a support issue visually, with no downloads and no setup.

Join Us

See what your customers see

Start co-browsing and running one-click video calls with the people you sell to and support.

Book Demo Start for Free