---
title: "Contivio NetSuite SuiteApp: Business Phones, Contact Center & AI"
description: Explore the Contivio NetSuite SuiteApp for business phones, contact center tools and AI. See integration demos and customer reviews on SuiteApp.com.
image: https://www.contivio.com/wp-content/uploads/2026/09/netsuite-screen-pop-scaled.png
---
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The Complete Cloud Contact Center & Telephony Solution
- [Product](https://www.contivio.com/product/)
- [Overview](https://www.contivio.com/product/)
- [All Features](https://www.contivio.com/all-features/)
- Solutions
- [Mobile CCaaS](https://www.contivio.com/mobile-ccaas/)
- [Omnichannel](https://www.contivio.com/omnichannel/)
- [All Teams](https://www.contivio.com/phone-systems/)
- [Integrations](https://www.contivio.com/integration/)
- [NetSuite](https://www.contivio.com/netsuite/)
- [Salesforce](https://www.contivio.com/salesforce/)
- [Microsoft](https://www.contivio.com/microsoft/)
- [Others](https://www.contivio.com/others/)
- [Pricing](https://www.contivio.com/pricing/)
- [Customers](https://www.contivio.com/case-studies/)
- [Contact Sales](https://www.contivio.com/contact-sales/)
[1.800.282.8105](tel:+18002828105)
# Contivio NetSuite SuiteApp: Business Phones, Contact Center & AI
Posted by [Tim Dancey](https://go.contivio.com/blog/author/tim-dancey) on 2/7/20, 1:28 PM
Find me on:
[LinkedIn](https://www.linkedin.com/in/tim-dancey-b352a571)
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**Updated** October 9, 2026
## Summary
Contivio is a business phone and contact-center platform delivered through a NetSuite SuiteApp. It connects voice, SMS and live chat with NetSuite records, supporting screen pops, click-to-dial, automatic interaction logging and configured AI summaries. Companies can use one platform for office phone users and customer-facing contact-center teams.
Contivio is listed on NetSuite’s SuiteApp marketplace. Explore the [Contivio SuiteApp listing](https://www.suiteapp.com/Contivio-Enterprise-Contact-Center-Software-for-Net-Suite) for product information and customer reviews.
This article explains what the SuiteApp does for office staff, sales, customer service and collections teams. To compare vendors, see [Top Cloud Contact Center Platforms for NetSuite Users](https://go.contivio.com/blog/top-cloud-contact-center-platforms-for-netsuite). For a structured buying process, see [how to evaluate a NetSuite contact center](https://go.contivio.com/blog/how-to-evaluate-netsuite-contact-center).
In this article
1. [What is the Contivio SuiteApp for NetSuite?](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-what)
2. [Business phones and contact-center agents on one platform](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-one-platform)
3. [Screen pops, click-to-dial and automatic interaction logging](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-pops)
4. [Inbound routing and outbound campaigns](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-routing)
5. [AI summaries, sentiment analysis and supervisor alerts](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-ai)
6. [AI agents with handoff to people](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-agents)
7. [What implementation involves](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-implementation)
8. [Customer stories and Contivio SuiteApp reviews](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-customers)
9. [See your workflow in a NetSuite demo](https://go.contivio.com/blog/learn-more-about-the-suiteapp-contivio-for-netsuite#nscc-demo)
## What is the Contivio SuiteApp for NetSuite?
The Contivio SuiteApp installs in your NetSuite account and connects it to Contivio's cloud communications platform. Contivio supplies the voice service, phone numbers, queues and digital channels. NetSuite remains the system of record for customers, contacts, cases, transactions and activities.
Installing the SuiteApp is the starting point. How it behaves in your account depends on configuration: which records are searched to identify a caller, where interactions are logged, which roles can open recordings and AI outputs, and which AI workflows are enabled. Contivio configures these settings with each customer during implementation. The [Contivio for NetSuite](https://www.contivio.com/netsuite/) page gives a full product overview.
[View full size](https://www.contivio.com/wp-content/uploads/2026/09/netsuite-screen-pop-scaled.png)
**Inbound screen pop.** The Contivio incoming call panel beside the matching NetSuite customer record, with the customer dashboard and recent activities.
## Business phones and contact-center agents on one platform
Most NetSuite companies have two kinds of phone users. Office staff need dependable business calling. Sales, service and collections teams need queues, routing, supervisor tools and customer context on every interaction.
### Office phone users
PBX licenses cover extensions, business numbers, auto attendants, ring groups, business-hours routing, voicemail and calling from desktop, mobile and supported desk phones.
### Contact-center agents
Contact-center licenses add ACD queues, skills-based routing, IVR, callbacks, recording, power dialing, whisper and barge, SMS and live chat.
Both groups use the same communications platform, with NetSuite capabilities configured for their roles and licenses, so a call can move from a queue to an office employee without changing systems. Contivio provides and manages the VoIP service and coordinates porting of eligible business numbers. See the [NetSuite phone system](https://www.contivio.com/netsuite-phone-system/) page for details.
## Screen pops, click-to-dial and automatic interaction logging
Illustrative workflow
### A known caller's record opens
A customer calls the main number. Contivio matches the calling number against the NetSuite records configured for your account, such as customers, contacts or cases, and opens the matching record as the call reaches the agent. The agent can see open orders, recent activity and case history before answering. If a number matches several records or none, the agent follows the handling rules set during implementation.
[NetSuite screen pops](https://www.contivio.com/netsuite-screen-pops/) work alongside click-to-dial, which lets users call a phone number on a supported NetSuite record without copying it into a separate phone.
When an interaction ends, Contivio creates the configured activity on the matching record with details such as direction, time, duration, agent, disposition and notes. Calls can include a recording link, so authorized users can play the recording from NetSuite according to their permissions. SMS and live chat can be logged to the same customer history. See [automatic call logging for NetSuite](https://www.contivio.com/netsuite-automatic-call-logging/).
**Automatic call logging and AI summary.** A completed voice call logged to NetSuite with an AI-generated summary.
## Inbound routing and outbound campaigns using NetSuite data and saved searches
Contivio can use approved NetSuite fields in routing decisions. A call from a customer with an assigned sales rep can go directly to that rep. A caller with an open case can go to the support queue. Routing can also use territory, account status, customer tier or order information, depending on what your team configures.
Illustrative workflow
### An outbound sales campaign
A sales manager builds a NetSuite saved search for customers who ordered last spring but not this season. Contivio loads the results into an outbound campaign. Reps work the list with the power dialer, each customer record opens as the call connects, and call attempts and outcomes are logged to the appropriate NetSuite records according to the campaign configuration. A collections team can use the same approach with a saved search of overdue invoices.
## AI summaries, sentiment analysis and supervisor alerts
AI features are configured for each account. When enabled, a completed call, text or chat can include:
- Voice transcription and AI-generated interaction summaries
- Sentiment and keyword analysis
- Proposed dispositions and follow-up actions
- Supervisor alerts based on rules you define
Administrators decide which outputs are written to NetSuite and which roles can see them.
[View full size](https://www.contivio.com/wp-content/uploads/2026/09/Screenshot-2026-09-25-at-12.56.24-PM-scaled.png)
**AI interaction data in NetSuite.** Recording playback, an AI call summary and the transcript on a completed voice call.
Illustrative workflow
### A chat flagged for supervisor review
A customer writes in live chat that a replacement part has arrived late twice and they are considering another supplier. The conversation matches an alert rule for negative sentiment and cancellation language, so a supervisor is notified with links to the transcript and the customer record. The supervisor reads the summary and calls the customer the same day.
## AI agents for approved customer-service workflows, with handoff to people
Contivio AI agents can handle voice, SMS and chat conversations for workflows your team approves, using the NetSuite data each agent is permitted to read. Each workflow defines what the AI agent can answer, which records it can look up and when it must hand off to a person. At handoff, the employee receives the conversation and the customer record, so the customer does not have to repeat themselves.
Illustrative workflow
### An order-status inquiry
A customer asks the website chat where their order is. The AI agent asks for the order number and email address, looks up the sales order in NetSuite and returns the status and tracking details. When the customer asks to change the shipping address, which is outside the approved workflow, the AI agent transfers the chat to a service rep with the transcript attached.
**AI chatbot to human handoff.** An AI chat agent looks up a NetSuite sales order and order status, then hands the chat to a person.
## What implementation involves
Contivio leads the implementation. A typical project includes:
1. Discovery of your call flows, queues, users, numbers and the NetSuite records each team uses.
2. SuiteApp installation, integration role, authentication and permissions.
3. Configuration of screen-pop matching, logging destinations, routing and any AI workflows.
4. A porting plan for eligible business numbers.
5. User acceptance testing with real scenarios.
6. Training and a controlled go-live.
Timing depends on the number of users, queues, IVRs, countries and custom NetSuite workflows. The [NetSuite implementation guide](https://www.contivio.com/netsuite-implementation-guide/) covers each stage.
## Customer Stories and Contivio SuiteApp Reviews
See how customers use Contivio with NetSuite, then [read customer reviews](https://www.suiteapp.com/Contivio-Enterprise-Contact-Center-Software-for-Net-Suite) on the Contivio SuiteApp listing.
### [Amatheon Customer intelligence connected to NetSuite Amatheon uses Contivio to connect voice, SMS, chat, and AI-powered workflows directly to NetSuite, helping teams capture customer context and act faster. Read case study](https://www.contivio.com/case_study/amatheon/)
### [White Labs Unified voice, SMS, chat & support White Labs consolidated customer communications into a single NetSuite-connected platform for voice, SMS, chat, and support operations. Read case study](https://www.contivio.com/case_study/white-labs-2/)
### [Speedmaster Higher productivity through NetSuite Speedmaster uses Contivio to streamline customer interactions, improve agent productivity, and keep activity connected to NetSuite records. Read case study](https://www.contivio.com/speedmaster-case-study/)
### [Carrot Top Industries AI-powered engagement at scale Carrot Top uses Contivio to support AI chat, SMS, and voice workflows connected to NetSuite, helping automate customer engagement while preserving human context. Read case study](https://www.contivio.com/case_study/ai-powered-contact-center-netsuite-carrot-top-industries/)
> “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 Amato**Business Systems Manager / NetSuite AdministratorBig Dog Solar
[Read the Big Dog Solar NetSuite case study](https://www.contivio.com/big-dog-solar-netsuite-case-study/)
From the original 2020 version of this article
> “We launched Contivio with 100+ Sales/Support reps in a few locations throughout San Diego. We had a failed implementation a year prior with another solution provider, and Contivio came in and fixed a disaster. We now have real-time automation on outbound dialer campaigns, variations of different inbound screen pops (e.g., customer records, leads, cases), and have live chat running on our site.”
Mitch West, Cali Bamboo
## See Contivio Running Inside Your NetSuite
Bring one or two of your real workflows. We will show how they run in NetSuite with Contivio.
- Screen pops and click-to-dial
- Automatic interaction logging
- NetSuite-based routing
- Saved-search outbound campaigns
- AI summaries and supervisor alerts
- AI agents with handoff to people
[Book a NetSuite Demo](https://www.contivio.com/book-a-demo/) [Read Contivio Reviews on SuiteApp.com](https://www.suiteapp.com/Contivio-Enterprise-Contact-Center-Software-for-Net-Suite) [Read the evaluation guide](https://go.contivio.com/blog/how-to-evaluate-netsuite-contact-center)
Topics: [NetSuite](https://go.contivio.com/blog/tag/netsuite), [Contact Center Features](https://go.contivio.com/blog/tag/contact-center-features), [Sales & Outbound](https://go.contivio.com/blog/tag/sales-outbound), [AI](https://go.contivio.com/blog/tag/ai)
### Written by [Tim Dancey](https://go.contivio.com/blog/author/tim-dancey)
Tim Dancey is Chief Revenue Officer at Contivio, where he leads global business development and sales. Since joining in 2013, he has helped expand Contivio’s presence across the United States, Canada, Europe and Asia. His work focuses on helping businesses connect voice, SMS, chat and AI with NetSuite and other CRM and ERP platforms to improve customer service, sales productivity and workflow automation.
### Who is Contivio?
Contivio is an omnichannel [cloud contact center & telephony solution](https://contivio.com) that integrates with almost any CRM or ticketing system to increase agent efficiency and improve customer experiences.
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