Concepts
What is SIVO?
Smart Intelligence Virtual Operator — a multi-tenant cloud call center native to Salesforce Service Cloud Voice with integrated AI.
SIVO (Smart Intelligence Virtual Operator) is a cloud call center designed for teams already living in Salesforce. It connects to the PSTN through SIP trunks and lets agents handle calls from the browser using WebRTC — no install required, no servers to maintain.
What’s included
- WebRTC softphone in the browser or embedded in Salesforce via Open CTI
- IVR designer drag & drop with 12 node types (menu, queue, condition, function, AI agent, …)
- Multi-queue ACD with round-robin / ring-all / least-occupied strategies
- Recording with policies by scope (global / DID / queue / agent) and cloud providers (S3 / MinIO / GCS / Azure)
- Live transcription speaker-separated (Deepgram / ElevenLabs Scribe v2 Realtime / Whisper)
- Conversational AI agents (STT→LLM→TTS streaming with barge-in)
- Salesforce Service Cloud Voice Partner Telephony with zero-touch onboarding (ECA + OAuth)
- Real multi-tenancy with SIP-domain isolation + PostgreSQL Row-Level Security
- Immutable audit log, signed webhooks, ready-to-go operational dashboards
Who it’s for
- Service Cloud Voice teams who want a native PBX, not an after-thought integration.
- Salesforce consultancies & integrators running a multi-client practice — manage many accounts from a single console.
- BPO call centers with several clients requiring strict data + config isolation.
How it’s delivered
SIVO is 100 % managed SaaS. We run the infrastructure, handle updates, scaling and uptime. You configure your IVRs, assign agents and answer calls.
| Aspect | How it works |
|---|---|
| Hosting | EU cloud infrastructure (Frankfurt) by default. US and dedicated options on Enterprise. |
| Availability | 99.9 % on Pro, 99.95 % on Enterprise with SLA. Automated backups, documented restore. |
| Isolation | Multi-tenant with PostgreSQL RLS + unique SIP domain per tenant. No cross-talk. |
| Your data | You control it. Export anytime. Full deletion on request (GDPR). |
| Updates | Continuous deployment with public changelog and zero-downtime migrations. |
Stack under the hood
For curious devs — SIVO uses FreeSWITCH as the SIP/WebRTC/media engine, Node.js for business logic, PostgreSQL with RLS for persistent data, and Redis for live state. But you don’t need to know any of that to use SIVO: the web console abstracts it all.
Continue with Architecture for the technical detail, or jump straight to the Quickstart for your first call.