A Complete Cloud Contact Center Connected to Your CRM or ERP

A cloud contact center is contact-center software delivered as a hosted service instead of on-premise hardware. It handles inbound and outbound customer interactions with queues, routing, IVR, recording, supervisor tools and reporting, and agents can work from any location with a supported connection and device.

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 optional AI on one platform. Contivio also provides and manages the VoIP service.

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, dispositions and follow-up actions, including dialing from approved CRM or ERP records and lists.

Contivio can replace an existing cloud contact center, including Five9, 8x8 Contact Center, RingCX, Vonage, Nextiva and Talkdesk, as well as a legacy PBX or on-premise contact center. Contivio leads the migration, from documenting current queues, IVRs, campaigns and routing to testing, coordinating porting of eligible numbers and launching in controlled phases. Requirements are reviewed during planning so the new configuration matches how your teams work.

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

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 the NetSuite contact center page for details.

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

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.

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, while ACD queues suit contact-center teams that need managed routing and queue reporting.

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

Yes. Contivio supports call recording, and 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, dispositions and notes. Local caller ID is available where configured and available. Your organization remains responsible for the consent and calling requirements that apply to its campaigns.

Yes, when AI is enabled. Contivio AI can transcribe calls and generate summaries, along with sentiment, keywords and topics, customer-satisfaction analysis, follow-up actions and agent scorecards. AI capabilities are optional and configured for each deployment.

Yes. Office employees use PBX licenses and agents use Contact Center licenses on the same platform. Both share business numbers, the directory, transfers, administration and the managed VoIP service, so calls move between agents and office employees without changing phone systems.

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

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

Migration starts with an inventory of users, agents, numbers and devices and documentation of current queues, IVRs, campaigns and routing. Contivio then separates PBX users from Contact Center users, configures CRM or ERP workflows, channels, logging, recording and AI, and sets up users, applications and supported devices. After testing inbound, outbound, transfers, SMS, chat, voicemail and emergency-calling requirements, Contivio coordinates porting of eligible numbers and launches in controlled phases.

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.