Everything You Need to Run Customer Conversations

Contivio is a cloud business phone system and contact center that connects voice, SMS, live chat and AI to the customer’s CRM or ERP. It combines business calling, inbound and outbound contact-center operations, recording, supervisor tools, reporting and AI-powered automation on one platform. Contivio also provides and manages the VoIP service.

Yes. Office employees on PBX licenses get business numbers, extensions, auto attendants, voicemail, transfers, conferencing, ring groups and business-hours routing. They can call from a desktop app, a mobile app or a supported desk phone. See the Contivio business phone system page for details.

Yes. Contivio combines inbound and outbound voice, ACD queues, skills-based routing, IVR, callbacks, queue voicemail, call recording, supervisor monitoring, power and predictive dialing, dispositions, reporting, business SMS, live chat and AI-powered conversation intelligence and automation on one platform. Contivio also provides and manages the VoIP service.

Yes. Contivio provides and manages the VoIP service for PBX and Contact Center users. Calling, business numbers and the contact-center platform come from one provider.

A PBX license covers business calling for office employees. It includes business numbers and extensions, auto attendants, voicemail, transfers, conferencing, ring groups, business-hours routing, desktop and mobile calling, supported desk phones and business SMS. International calling is available where supported. Exact features depend on the plan and configuration.

A Contact Center license adds the tools agents use to handle customer interactions. These include ACD queues, skills-based and priority routing, IVR, callbacks, queue voicemail, screen pops, click-to-dial, power and predictive dialing, campaigns, dispositions, live chat, call recording and supervisor tools. Usage, AI services and selected features may be additional.

No. Only employees who need contact-center capabilities need a Contact Center license. Office employees can use a PBX license and do not need a Contact Center license to receive a transfer or share the company phone system.

Yes. Inbound teams use ACD queues, skills-based routing, IVR, business-hours and after-hours routing, callbacks and queue voicemail. Outbound teams use click-to-dial, power dialing, predictive dialing, campaigns, scripts, dispositions and follow-up actions, including dialing from approved CRM or ERP records and lists.

Yes. Contivio supports IVR, self-service IVR, skills-based routing, priority routing, and business-hours and after-hours routing. Depending on the configured workflow, routing can also use approved CRM or ERP data.

A ring group rings a defined group of users for a shared line. An ACD queue applies routing logic, skills, priority, availability and reporting to determine which agent receives the interaction. Ring groups suit simple shared lines. ACD queues suit contact-center teams that need managed routing and queue reporting.

Yes. Agents can handle voice calls, business SMS and live chat on one platform. How interactions are logged and which CRM or ERP records are created depends on the selected integration and configured workflow.

Yes. Contivio is a native NetSuite SuiteApp. Calls, SMS, live chat, recordings, transcripts and AI summaries can connect to NetSuite customer, contact, case and supported transaction records, with screen pops, click-to-dial and automatic logging. See Contivio for NetSuite for details.

Contivio also supports Salesforce, HubSpot, Zendesk, Microsoft Dynamics and Microsoft Business Central. Available capabilities vary by platform and configuration. Screen pops, logging and routing options are confirmed for each integration during planning.

Yes. Contivio supports call recording. Supervisors can monitor live calls, whisper to coach an agent without the customer hearing, and barge in to join the call.

Yes. Contivio supports click-to-dial, power dialing and predictive dialing, with campaigns, scripts, dispositions and notes. Local caller ID is available where configured and available. Your organization remains responsible for the consent, list and calling-time requirements that apply to its campaigns.

Yes. Contivio AI can transcribe calls and generate summaries, along with sentiment, keywords, topics, customer-satisfaction analysis, follow-up actions and agent scorecards. Results can be written to the associated CRM or ERP record where configured. AI services are selected and configured around each deployment.

Yes. Contivio provides configurable AI agents across voice, SMS and live chat. Contivio AI agents can handle voice calls, SMS and live chat for after-hours assistance, order-status requests, tracking information, appointment scheduling and common customer-service requests. When a request needs a person, the AI agent hands the conversation to a live agent. AI agents are configured for each deployment.

Contivio coordinates porting of eligible numbers as part of implementation. Number eligibility is confirmed during planning.

PBX licenses start at $20 per user/month and Contact Center licenses start at $99 per user/month. Usage, AI services, implementation and selected features may be additional. See the pricing page for details.

Contivio leads implementation. The work covers solution design, users and numbers, queues and routing, CRM or ERP workflow setup, SMS and chat, recording, AI configuration, devices, testing, training and porting of eligible numbers. Your team confirms requirements, handles CRM or ERP administration and completes user acceptance testing. NetSuite customers can review the NetSuite implementation guide.