Inbound and Outbound Voice
Handle customer service, sales, collections and account-management calls on one platform.
The Customer Interaction Layer
AI Contact Center for NetSuite
Voice, SMS, live chat and AI agents with queues, IVR, recording and supervisor tools.
Every interaction connects to the right NetSuite record and is logged automatically with customer context and AI insights.
Built for NetSuite
5.0 on SuiteApp.com
Live production customers globally
Inbound · Support queue · VIP
+1 (313) 555-0147
RA
Regina Andrew Design
Customer · Open Order #48291
Queue
Customer Service Skill: Orders
Routed by
VIP level and open order in NetSuite
Status
Connected 2:14Recording
Written back on hang-up
Activity logged
AI summary
Disposition
Follow-up task
Supervisor monitoring
listen · whisper · barge
Trusted by NetSuite teams that run customer interactions through Contivio
2×
“Our capacity to field orders has doubled since launching Contivio.”White Labs →
Built for NetSuite SuiteApp, listed on SuiteApp.com with 5-star reviews
Voice, SMS, chat and AI running in production on NetSuite globally
Complete Contact Center Operations
Complete contact center operations for NetSuite
Contivio provides the telephony, routing, digital channels, supervisor controls and reporting required to operate a complete contact center. NetSuite supplies the customer and business context that determines how each interaction is handled.
ACD Queues and Skills Routing
Distribute interactions by agent skill, availability, priority, language, territory or team.
IVR and NetSuite-Based Routing
Route customers using account status, order history, open cases, opportunities, VIP level and other NetSuite data.
Supervisor Monitoring
Give supervisors real-time visibility into agents, queues and active interactions.
Listen, Whisper and Barge
Monitor calls silently, coach agents privately or join an interaction when assistance is needed.
Call Recording and Quality Management
Record interactions for review, compliance, coaching and performance improvement.
Callbacks and Queue Voicemail
Let customers request a callback or leave a message without remaining on hold.
Real-Time and Historical Reporting
Track queue performance, service levels, agent activity, call outcomes and interaction history.
See It Working in NetSuite
Watch Contivio connect the contact center to the customer record
See how Contivio brings calling, routing, customer context, activity capture and AI outputs into the NetSuite workflow.
2 min
What you’ll see
An inbound interaction identified and routed using NetSuite data
The matching customer record and business context presented to the agent
The completed interaction and AI outputs captured in NetSuite
See This With Your NetSuite Workflow
A walkthrough on your own inbound, outbound, routing, supervisor and activity-logging requirements.
Explore the Complete NetSuite IntegrationInbound screen pop
Agent interaction panel
Supervisor and queue view
Logged activity and AI summary
Built for NetSuite
The contact center works from live NetSuite context
Contivio is a Built for NetSuite SuiteApp on Oracle’s SuiteCloud framework. Interactions are handled with the relevant NetSuite record available to the agent, and the resulting activity is connected back to that record and to the workflows your administrators approve.
Inbound Screen Pops
Open the relevant customer, contact, case, order or other NetSuite record when an interaction arrives.
See NetSuite Screen PopsClick-to-Dial
Place outbound calls directly from NetSuite records without copying or re-keying numbers.
See NetSuite Click-to-DialAutomatic Activity Logging
Write call direction, duration, agent, disposition, notes and related interaction data back to the relevant NetSuite record.
See Automatic Call LoggingNetSuite-Based Routing
Use account, order, case, opportunity, territory, ownership, status or VIP data to route interactions.
Recordings and Transcripts
Associate recordings, transcripts and AI outputs with the appropriate customer activity.
Workflow Automation
Use completed interactions, dispositions and AI outputs to trigger follow-up tasks and approved NetSuite workflows.
Explore the NetSuite integrationAI Across Every Interaction
Turn conversations into structured business intelligence
Contivio captures and organizes customer interaction data as it happens, so teams do not have to re-listen to recordings or rely on incomplete notes to understand what was said and what happens next.
AI transcription
Conversations transcribed for review and search.
AI summaries
What was discussed, written to the record.
Sentiment and intent
How the customer felt and what they wanted.
Keywords and topics
Recurring themes across conversations.
Next steps and action items
Commitments captured as structured data.
Conversation search and reporting
Find interactions and report on outcomes.
Supervisor alerts and coaching
Flag conversations that need attention.
Agent scorecards
Consistent quality measurement over time.
Conversation intelligence is part of the same contact center platform that handles the call, the queue and the routing. The interaction and the intelligence it produces remain connected to the relevant NetSuite record.
Built for the Oracle AI Era
Give Oracle AI the customer interaction data it needs
AI is only as useful as the data it can reason over, and most systems offer it static CRM fields. Contivio writes structured interaction data to NetSuite so approved AI tools and workflows can analyze and act on what actually happened in the conversation.
NetSuite AI Connector Service
Summaries, sentiment and intent are available as NetSuite data the connector can work with, subject to the access your administrators configure.
SuiteAgents
A completed interaction and its disposition give agent-driven automation a real trigger for the follow-up work.
NetSuite AI Workflows
Structured interaction data stored in NetSuite can support approved AI tools and workflows, subject to field access, permissions and the capabilities of each NetSuite AI service.
Model Context Protocol
Structured interaction context can be exposed to MCP clients so copilots read from the same record your team works on.
Approved external AI tools
Interaction data can be shared with the AI tools your business has approved, under the permissions your administrators set.
Workflow automation
Dispositions and AI outputs can trigger the NetSuite tasks, alerts and workflows your team already relies on.
AI Agents
Automate routine conversations without losing the NetSuite context
Voice and digital AI agents resolve common requests on their own, and hand the interaction to an employee with the relevant NetSuite record and the conversation so far already in view.
Voice AI
Natural voice agents answer, understand the request and act on NetSuite data.
SMS AI
Two-way text conversations handled automatically and logged to the record.
Chatbots
Website chat agents that answer from live NetSuite information.
Order status
Customers check an order without waiting for an agent.
Appointment scheduling
Book, confirm and reschedule appointments automatically.
Returns and cancellations
Capture the request and start the approved process.
After-hours service
Keep answering when the team is offline, with everything logged.
Authentication and routing
Identify the caller, then route on their NetSuite data.
Human handoff with context
The employee receives the NetSuite record and the conversation so far.
One Platform for Every Team
Give each team the customer context and controls it needs
The same queues, routing and activity capture serve very different goals across the business.
Resolve cases on the first contact
Calls, chats and messages arrive in the right queue with the customer, order and case already open, and the outcome is written back without after-call typing.
- Queues and IVR routed on case and order data
- Screen pop with history at connect
- Callbacks and queue voicemail instead of hold time
- Service levels and outcomes reported by queue
Work call lists at speed
Reps dial from leads, opportunities and saved searches, and every attempt, outcome and next step lands on the deal so the pipeline stays current.
- Click-to-dial and power dialing from NetSuite
- Inbound routed to the assigned rep or territory
- AI captures next steps on the opportunity
- Activity reporting without manual entry
Reach past-due accounts consistently
Dial from invoices and aging records, capture every commitment on the record, and keep receivables reporting accurate across the team.
- Outbound campaigns from AR and invoice data
- Promise-to-pay and disposition logged per attempt
- SMS reminders alongside voice outreach
- Recordings available for compliance review
Stay close to your book
Reach any account or contact in a click with the full relationship history in front of you, and let each touch record itself on the account.
- Inbound routed to the account owner
- Full account context on the screen pop
- Touchpoints logged automatically to the account
- AI next steps keep renewals on track
Coordinate jobs from the record
Confirm, reschedule and follow up on visits with one-click calling and SMS, and keep dispatch context and outcomes on the NetSuite record.
- Dial customers and technicians from the job record
- Appointment context surfaced on connect
- AI agents handle confirmations and reschedules
- Follow-up tasks triggered after each visit
Customer Results
What NetSuite teams changed after moving to Contivio
2×
“Our capacity to field orders has doubled since launching Contivio.”
White Labs Automated engagement, kept humanAI chat, SMS and voice workflows automating customer engagement at scale on NetSuite.
Carrot Top Industries “The clarity to deliver world-class service.”Jason Kencevski, CEO, on understanding every customer interaction.
Speedmaster The complete customer pictureVoice, SMS, chat and AI workflows in one place, so every team sees the full interaction history.
AmatheonNetSuite Contact Center Architecture
A complete platform, not a lightweight CTI connector
Three architectures get sold as NetSuite contact centers. They differ in where the contact center runs, where the record lives and who owns the integration.
| Capability | ContivioContact center plus NetSuite interaction layer | Connector-based phone integrationPhone system plus NetSuite connector | Standalone CCaaSSeparate platform with a NetSuite integration |
|---|---|---|---|
| Primary system of record | NetSuite | Varies by connector | Contact center platform |
| Agent workspace | Works in NetSuite | Widget or extension | Separate workspace or connector |
| Screen pops and customer context | Uses live NetSuite records | Varies by connector | Requires configured integration |
| Interaction writeback | Structured and automatic | Depends on integration | Requires configured synchronization |
| NetSuite-based routing | Uses live NetSuite context | Varies by connector | Typically requires integration work |
| Workflow triggers | From interactions and dispositions | Varies by connector | Requires configured integration |
| Oracle AI data availability | NetSuite interaction data available | Depends on data written back | Requires integration and mapping |
| Administration and integration ownership | Contivio and NetSuite workflow | Phone system plus connector management | Separate platform administration |
Deployment and Operations
Built for multi-team, multi-location contact center operations
Contivio supports multi-team, multi-location and global contact center operations with centralized routing, administration, supervisor controls and reporting.
Global voice and carrier coverage
Bundled enterprise VoIP and carrier options for teams across regions.
Centralized queues and routing
One routing model across departments, brands and business units.
Supervisor visibility across teams
Monitor agents, queues and live interactions wherever they sit.
Role-based access
Respects NetSuite roles and permissions, so people see what they are entitled to.
Historical reporting
Queue performance, service levels, agent activity and interaction history over time.
Multiple departments and locations
Run service, sales, collections and field teams on one platform.
Other business systems
Connect Salesforce, HubSpot, Zendesk and commerce platforms where required, with NetSuite as the operational system of record.
SuiteApp deployment
The Contivio SuiteApp is installed and governed through your NetSuite environment and is listed on SuiteApp.com with 5-star reviews.
Frequently Asked
NetSuite contact center FAQ
Contivio is a complete contact center platform, not only a CTI connector. It provides inbound and outbound voice, ACD queues, IVR, recording, callbacks, power dialing, supervisor monitoring, listen, whisper, barge, SMS, live chat, reporting and AI capabilities. Its NetSuite integration connects those operations directly to customer records and workflows.
Yes. Contivio provides ACD queues with skills-based routing and IVR menus. Queues and menus can use NetSuite data such as account status, order history, open cases, opportunities and VIP level to decide how each interaction is handled, including delivery to an assigned representative.
Yes. Contivio provides real-time agent and queue visibility, call monitoring, listen, whisper, barge, recordings and historical reporting. Supervisors manage contact center operations while agents work with customer context connected to NetSuite.
Yes. Inbound and outbound voice run on one platform for customer service, sales, collections and account management. That includes click-to-dial from NetSuite records, power dialing for call lists, callbacks and queue voicemail.
Yes. Call direction, duration, agent, disposition, notes and related interaction data are written back to the relevant NetSuite record as structured activity. Recordings, transcripts and AI outputs can be associated with that activity, so reporting does not depend on manual entry.
Yes. Routing can use account, order, case, opportunity, territory, ownership, status or VIP data held in NetSuite to select the right queue, team, skill or assigned representative.
Yes. Two-way SMS and website live chat run alongside voice with the same routing and activity capture, so those conversations are logged to the relevant NetSuite records. AI agents can handle digital conversations and hand them to an employee with the context intact.
Yes. Conversations can be transcribed and summarized with sentiment, intent, keywords and next steps, then written to the NetSuite record as structured data rather than a recording someone has to re-listen to.
Contivio writes structured interaction data to NetSuite. Approved AI tools and workflows, including NetSuite AI Connector Service, SuiteAgents, and Model Context Protocol clients, can then analyze and act on that data, subject to field access, permissions and the capabilities of each NetSuite AI service. Support for individual NetSuite AI services depends on what each service can read.
Yes. Queues, routing, administration, supervisor controls and reporting are centralized, so multiple teams, departments and locations can operate on one platform with global voice and carrier coverage.
Yes. Contivio is built on Oracle’s SuiteCloud framework and listed on SuiteApp.com with 5-star reviews. It installs into your NetSuite account and respects NetSuite roles and permissions.
Because Contivio installs as a native SuiteApp, many teams go live in days rather than the months typical of legacy on-premise deployments. Timing depends on the queues, IVR, routing and reporting you want configured.
Explore Further
Related resources
NetSuiteNetSuite IntegrationHow Contivio connects to NetSuite records, data and workflows.
CapabilityNetSuite Screen PopsOpen the right record the moment an interaction arrives.
CapabilityNetSuite Click-to-DialPlace and log calls from any NetSuite record.
ChannelsOmnichannelVoice, SMS, chat and AI in one interaction layer.
ProofCustomer Success StoriesHow NetSuite teams run their contact centers on Contivio.
PricingPricingSee what a native NetSuite deployment includes.
See Contivio in Your NetSuite Environment
See the complete contact center working with your NetSuite records
Walk through your inbound, outbound, routing, supervisor and activity-logging requirements with a Contivio solutions specialist.
