Business Phone System + Contact Center

One Business Phone System and Contact Center for Your Entire Company

Contivio gives office employees cloud calling and gives sales, service and collections teams a complete contact center, all on one platform connected to NetSuite or another supported CRM or ERP. Contivio manages the VoIP service and coordinates porting of eligible business numbers.

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Used by teams at

Contivio inbound call screen pop: an incoming call identifies the customer and opens the matching customer record with account, order and case context — **Inbound screen pop:** Contivio identifies the caller and opens the matching customer record before the call is answered. Shown here in NetSuite.

Business phone and contact centerPBX and Contact Center licenses on the same platform.

Managed VoIP serviceContivio provides the service and coordinates porting of eligible numbers.

Desktop, mobile and supported desk phonesEach user works from the device that fits the role.

Native NetSuite SuiteAppAlso connects with Salesforce, HubSpot, Zendesk, Microsoft Dynamics and Business Central.

Cloud PBX + Contact Center

Two Types of Users. One Platform.

Most companies have employees who need a reliable office phone system and teams who handle customer conversations all day. Contivio supports both without a second vendor.

PBX license

Office Users

Business numbers and extensions
Auto attendants
Ring groups
Voicemail
Transfers
Desktop, mobile and supported desk phones
Business SMS
International calling where available

Contact Center license

Customer-Facing Teams

ACD queues and skills-based routing
IVR
Callbacks and queue voicemail
Recording
Monitor, whisper and barge
Power and predictive dialing
SMS and live chat
Everything included for office users

Office employees use PBX licenses. Customer-facing agents use Contact Center licenses. Both groups share the same directory, numbers, transfers, administration and Contivio-managed VoIP service, so a queue call can move to an office employee without changing systems.

Business Phone Essentials

The Office Phone System Your Employees Expect

The cloud PBX features buyers look for when replacing a business VoIP provider or an on-premise phone system.

Numbers

Local and toll-free numbers: Business numbers for main lines, departments and individual users.
Number porting: Contivio coordinates porting of eligible existing business numbers.
Extensions and speed dials: Short internal dialing between employees and teams.

Call Handling

Auto attendants: Greeting menus that send callers to the right person or department.
Business-hours routing: Different call handling during and after business hours.
Ring groups: Ring several users for a shared line.
Voicemail: Messages for users who miss a call.
Forwarding and transfers: Move calls between users, teams and agents.

Devices

Desktop calling: Make and receive calls from the Contivio desktop softphone.
Mobile calling: Use your business number from the Contivio mobile application.
Supported desk phones: Supported IP desk phones for users who prefer a handset.

Messaging and Safety

Business SMS: Send and receive text messages from business numbers.
Emergency calling: Emergency-calling configuration where available and applicable.

Contact Center Capabilities

Contact-Center Licenses for the Teams That Need Them

Give sales, service, collections and other customer-facing employees Contact Center licenses while everyone else stays on PBX licenses. Agents gain queues, routing, supervision, campaigns and reporting on the same phone system the rest of the company uses.

Nobody needs to be moved onto a more expensive license just to share a directory or receive a transfer.

Explore the cloud contact center

Queues and routing

Inbound and outbound queues with ACD and skills-based routing.

IVR and self-service

Menus that collect information and handle routine requests.

Callbacks and queue voicemail

Callers can request a callback or leave a message instead of waiting.

Supervision and recording

Monitor, whisper and barge, with call recording for review.

Outbound campaigns

Power and predictive dialing for sales and collections teams.

Reporting and wrap-up

Dashboards, dispositions, notes and follow-up actions.

Voice, SMS and Live Chat

Customers Choose the Channel. Employees Work in One Place.

Voice

Inbound and outbound calls for office users and agents, with routing, transfers and recording.

Business SMS

Text conversations from business numbers, handled from the same platform as calls.

Live chat

Website chat conversations routed to the right team, alongside voice and SMS.

How each interaction is logged, and which records are created, depends on your CRM or ERP integration and the configured workflow.

CRM and ERP Integration

A CRM-Integrated Phone System Built Around Your Records

Contivio connects calls and messages to the system your teams already use, so employees see who is calling and the conversation is saved where it belongs.

Screen-pop the appropriate customer record
Click-to-dial from customer records
Automatically log interactions
Connect recordings and conversation data
Route using approved CRM or ERP data
Create controlled follow-up workflows

Deepest integration

Native NetSuite SuiteApp

Contivio is delivered as a native NetSuite SuiteApp. Calls, SMS, live chat, recordings, transcripts and summaries can connect to NetSuite customer, contact, case and transaction records.

NetSuite phone system Contivio for NetSuite

Also connects with

Salesforce Microsoft Dynamics and Business Central Zendesk

HubSpot

Available capabilities vary by platform and configuration.

AI and Conversation Intelligence

AI You Turn On When It Fits

Contivio can apply AI to recorded calls, SMS and chat conversations. Each capability is configured for your deployment, and none of it is required to run the phone system.

Transcription and call summaries
Sentiment, keywords and topics
Follow-up actions
Agent scorecards
Customer-satisfaction analysis
AI voice, SMS or chat agents

Configurable and optional. Which AI capabilities are enabled, and where the results are stored, depends on the customer’s deployment.

See AI features

Contivio AI analysis showing a conversation rating and agent scorecard generated from a completed call — **AI analysis example:** a rating, agent scorecard and summary generated from a completed conversation.

Customer Proof

What Customers Say About Implementation and Daily Use

Implementation and support

“This was by far the smoothest implementation experience I’ve had, and that is saying a lot. Their support team is hands down one of the best vendor support teams I have worked with.”

Amanda AmatoBusiness Systems Manager / NetSuite Administrator, Big Dog Solar

Read the Big Dog Solar case study

Interaction history

“The biggest value for us is having our customer conversations captured directly in NetSuite. Our team has the interaction history and context right where they already work.”

IWA WineContivio customer

Read the IWA Wine case study

SpeedmasterStreamlines customer interactions and keeps activity connected to NetSuite records.Read the case study

Amatheon Animal HealthConnects voice, SMS, chat and AI-powered workflows directly to NetSuite.Read the case study

Freedom and GloryRuns AI chat, SMS and voice workflows connected to NetSuite.Read the case study

View all case studies

Phone System Replacement

Replacing a Cloud Phone Provider or a Legacy PBX

Contivio replaces existing cloud phone services and on-premise systems with a planned, phased cutover. Because Contivio manages the VoIP service, there is no separate carrier to coordinate.

RingCentral
8x8
Nextiva
Vonage
Five9
Another cloud phone provider
Legacy PBX or on-premise system

Running NetSuite? The NetSuite implementation guide covers SuiteApp installation, roles, screen pops, logging and testing.

Inventory users, numbers and devices.
Separate PBX users from contact-center agents.
Document auto attendants, queues, IVRs and routing.
Configure CRM or ERP workflows.
Set up users, applications and supported devices.
Test inbound, outbound, transfers, voicemail and emergency-calling requirements.
Coordinate porting for eligible numbers.
Launch in controlled phases.

Pricing Model

Mix PBX and Contact Center Licenses

License each employee for the work they do. Office users and agents run on the same platform either way.

PBX

For office employees who need business calling.

Starting at$20per user/month

Contact Center

For agents in sales, service, collections and support.

Starting at$99per user/month

Usage, AI services, implementation and selected features may be additional.

View pricing details

Questions

Business Phone System FAQ

Is Contivio a complete business phone system?

Yes. Contivio provides a cloud business phone system and a contact center on one platform. Office employees get business numbers, extensions, auto attendants, ring groups, voicemail, transfers, business SMS and calling from desktop, mobile or supported desk phones. Customer-facing teams can add queues, IVR, recording, supervisor tools, outbound dialing, SMS and live chat on the same system.

Can Contivio replace RingCentral, 8x8, Nextiva or Vonage?

Yes. Contivio can replace an existing cloud phone provider, a legacy PBX or a standalone contact center. The project documents your users, numbers, devices and call flows, recreates auto attendants, ring groups, queues and IVRs, coordinates porting of eligible numbers and launches in controlled phases.

Can office users and contact-center agents use the same platform?

Yes. Office users and contact-center agents share the same directory, business numbers, transfers, administration and VoIP service. A call can move from a queue to an office employee, or from an office employee to a queue, without changing systems.

Does every employee need a Contact Center license?

No. Employees who need everyday business calling can use PBX licenses. Contact Center licenses are for agents who work queues, campaigns and customer conversations. Organizations can mix both license types on the same platform.

Can we keep our existing telephone numbers?

Eligible numbers can be kept. Contivio coordinates the porting of eligible existing business numbers as part of the migration and reviews your number inventory and porting requirements before setting a cutover plan.

Does Contivio provide the VoIP service?

Yes. Contivio provides the complete communications platform and manages the VoIP service, so there is no separate carrier to coordinate for calling. This includes business numbers, porting coordination for eligible numbers and emergency-calling configuration where available and applicable.

Does Contivio support desktop, mobile and desk phones?

Yes. Users can work from the Contivio desktop softphone, the Contivio mobile application or supported desk phones. Office users and agents can use the device that fits their role.

Does Contivio support auto attendants, ring groups and voicemail?

Yes. Contivio includes auto attendants, business-hours and after-hours routing, ring groups, voicemail, extensions, call forwarding and transfers. Contact-center users can also use IVR, queues, callbacks and queue voicemail.

Can Contivio connect calls and messages to NetSuite?

Yes. Contivio is a native NetSuite SuiteApp. Calls, SMS and live-chat conversations can be logged to the appropriate NetSuite record, with screen pops, click-to-dial, recordings, transcripts and AI summaries available based on the configured workflow. See how the NetSuite phone system works.

Does Contivio support SMS and live chat?

Yes. Contivio supports business SMS and live chat alongside voice, and employees handle all three from one platform. How conversations are logged depends on your CRM or ERP integration and configured workflow.

Does Contivio provide call recording and AI summaries?

Yes. Contivio supports call recording. AI transcription, call summaries, sentiment, keywords, follow-up actions and agent scorecards are available as configurable options. AI is not required, and which capabilities are enabled depends on your deployment.

Can we continue using Teams or Zoom?

Yes. Contivio focuses on business calling, contact-center operations and customer engagement. Organizations can continue using Microsoft Teams or Zoom for meetings and internal collaboration alongside Contivio.

What is involved in replacing an existing phone system?

A typical replacement includes an inventory of users, numbers and devices; separating PBX users from contact-center agents; documenting auto attendants, queues, IVRs and routing; configuring CRM or ERP workflows; setting up users, applications and supported devices; testing inbound and outbound calls, transfers, voicemail and emergency-calling requirements; coordinating porting for eligible numbers; and launching in controlled phases. NetSuite customers can review the NetSuite implementation guide.

Get Started

See One Phone System Working Across Your Entire Company

See office calling, contact-center queues, screen pops, interaction logging and AI in a demonstration tailored to your users and the CRM or ERP you run.

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