Multi-tenant — overview

SIVO is designed to run multiple customers (we call them tenants) from a single platform. Each tenant operates as if it were completely alone — without the complexity of maintaining separate instances.

Who this is for

Multi-tenant is useful if:

• You’re a BPO running contact centers for multiple end customers.
• You’re a holding or corporate group with multiple subsidiaries.
• You’re an integrator reselling SIVO white-label to your own clients.
• You have multiple brands in the same company (e.g. consumer + business + premium support).

What gets separated between tenants

Each tenant has completely separated:

• Phone numbers. Tenant A’s number doesn’t mix with B’s.
• Agents and supervisors. An agent belongs to a single tenant.
• Queues, IVRs, schedules. 100% independent configuration.
• Call data. CDR, recordings, transcripts, events. Impossible to see another tenant’s data.
• Encryption keys. Each tenant encrypts data with its own key.
• Integrations. Salesforce orgs, webhooks, AI providers — all per tenant.

What’s shared

The only things shared between tenants:

• Physical infrastructure (the servers).
• Management platform (panel, API, control plane).
• Technical support from the SIVO team.

For Enterprise customers with strict requirements (banking, defense, regulated healthcare), the Dedicated instance mode also separates the physical infrastructure.

Per-tenant branding

Each tenant can customize:

• Logo appearing in the panel and transactional emails.
• Own subdomain (acme.app.sivocenter.com).
• Default UI language (6 languages available).
• IVR voice (custom text-to-speech per brand).
• Welcome greeting and hold messages.

Administrative access

Two roles cross tenants:

• superadmin: only the SIVO team, for support. Every access is audited and visible to the affected customer.
• partner admin (Enterprise): a customer managing multiple tenants (typically a BPO or integrator) can have a user that views and administers all their tenants from a single login.

Growth

A tenant can grow without migrating to another platform:

Stage	Plan
3-10 agents	Starter
10-50 agents	Pro
50+ agents or special requirements	Enterprise
Isolated instance requirement	Enterprise dedicated

When an Enterprise customer migrates to a dedicated instance, their data, number and configuration are moved with no service interruption.

Cross-tenant reports

If you operate multiple tenants, you can request aggregated reports (total volume, active agents, calls handled) from a cross-tenant view. Useful for holdings needing group-level KPIs, or BPOs billing usage to their end customers.

Real use cases

Collections BPO: operates 12 distinct brands for 12 end customers. Each brand has its inbound number, personalized greeting and dedicated agents. Calls never mix.

Educational holding: 5 universities in the group share platform but each operates as an independent entity. University A doesn’t see students from University B.

Integrator partner: resells SIVO under their brand to 30 SMB customers. Has a partner-admin who manages tenants, sees aggregated billing and handles first-line incidents.