How SIVO works

SIVO is a cloud platform that receives calls, routes them and delivers them to your agents. This page explains the main blocks without deep technical detail — for conversations with your IT, security or procurement teams.

The four planes

SIVO has four logical planes that work together:

1. Voice plane

Physically connects calls. Speaks with your phone carrier on one side and your agents’ browsers on the other. Handles audio quality, codecs, voice encryption and low latency.

2. Control plane

Decides what to do with each call: which queue to send it to, what menu to play, which agent answers. Here live the call flows (IVR), queues and business rules you configure in the panel.

3. Data plane

Stores past calls, recordings, transcripts and all events. The plane you query when searching an old call or building a report.

4. Integration plane

Connects SIVO with the rest of your world: Salesforce, webhooks to your CRM, AI providers, ticketing systems. Makes sure data flows to where it needs to go in the right format.

Customer isolation

SIVO is multi-customer by design from day one. Each customer (we call it a tenant) has:

• Its own phone number or numbering range.
• Its own agents, queues and call flows.
• Its own data, separated at the database engine level — one customer cannot see another’s data even if your team or ours makes a mistake.
• Its own encryption keys.

This is what enables a BPO to run multiple brands from one platform or a holding to have multiple subsidiaries without data cross-contamination.

Data residency and sovereignty

By default, SIVO processes data in EU infrastructure (Frankfurt). For customers with specific sovereignty requirements:

• Enterprise EU — EU-only processing.
• Enterprise US — US-only processing.
• Enterprise dedicated — isolated instance in the region you choose.

International transfers (when applicable) are covered by SCCs and, where available, adequacy decisions.

Availability

Plan	Committed uptime
Starter	best-effort
Pro	99.9%
Enterprise	99.95% (multi-AZ)

SLA details including credits for breach are in legal/sla.

What SIVO is NOT

For your security team’s clarity: SIVO is not:

• A telephony carrier (we don’t bill PSTN minutes — you pay your carrier directly).
• An AI provider (we don’t bill tokens — you pay OpenAI, Groq, Deepgram, etc., with your own keys).
• A CRM (we don’t store contacts or opportunities — that lives in Salesforce or your system).

SIVO orchestrates all that to work as one platform.

Conversation with your IT team

If your IT team has specific questions, topics they’ll care about:

• Connectivity: SIP/TLS to the carrier. WebRTC over WSS/443 to agents — passes any standard corporate firewall.
• In-transit encryption: SRTP on voice, TLS 1.3 on data.
• At-rest encryption: AES-256-GCM in DB, encryption-at-rest on storage.
• Identities: SAML/OIDC SSO available on Enterprise.
• Audit: immutable log of every admin action, exportable to CSV or via API.

For deep technical details, see Security and Configuration variables.