|Manage calls||Click to Call / WebRTC||Call your clients in a single click|
|Call Tracking / ACD||Create scenarios via intelligent routing|
|Call Recording||Monitor the quality of calls, assess customer requests and train your agents|
|IVR/ Interactive Voice Response||Create and assign IVR systems to your call flow and manage them on the fly|
of call waiting lines
|Organize your call flow by creating dedicated queues|
|Voice Messaging||Easily assign audio files to your various mailboxes|
|Customizable SLA||Make better decisions by defining your own SLA rules and metrics|
|Unlimited callers on hold||Unlimited incoming calls to be redirected according to the desired organization|
|Outgoing Campaign||Create them directly from your CRM or in standalone mode|
|Call Routing||Create scenarios using multiple input parameters|
|Urgent Message||Record your own voice message and apply it to a specific number or queue and let your customers be aware of any emergency you may have|
|Collaborate||Competency-based Routing||Define agent skills to automate queue allocation|
|Blind or Attended Transfer||View where to transfer calls with a single click, or transfer directly|
|Roaming Calls||Forwarding incoming calls to an external number (Mobile or landline)|
|WebConf Coach||In an ongoing call, with an Admin profile, enter the conversation|
|Screen Notifications||Receive a notification if a specific event triggers our events engine|
|User-friendly Interface||Easy to use, access to necessary information and functions at any time|
|Material Design||Maximum compatibility and a comfortable interface on all your connected devices|
|Call & WhatsApp Notifications||Automatic display of caller information during an incoming call or Incoming WhatsApp conversation|
|Business benefits||Premium Numbers Offered||5 geographic numbers, France included. Premium and geo number for all country codes|
|Choice of Phone Number||Choice of virtual number, international, geographic, green, chargeable, etc.|
|Smart Routing||Assign a number or range of numbers or even a numbers per country to specific audio file or IVR|
|Call Masking||When contacting a customer and a third party, hide the telephone numbers|
|Discrete Listening||In an active call, listen to all conversations|
|Whisper Function||In an active call, speak only to the agent|
|Call Tracking||Measure call statistics transparently for caller and called party|
|Automatic Dialer||Create campaigns and automatically call your clients|
|Web Call Back||A configurable button on your website allows you to request for a web call back feature|
|Quick Pay||Pay Invoices instantly|
|Dashboard / Management||Virtual Call Center||Hire agents and keep an eye on your business from all over the world thanks to our web interface|
|Customizable Dashboards||Customize widgets and organize them according to your needs|
|Real-time Management||Change any parameter on the fly: agents, positions, queues, number, etc.|
|Summary||Full call log and caller history|
|Web Interface and IP Phones||Complete control of the activity, ie the status of connection, transfer, modification, etc.|
|In-depth Statistics||Create your statistics, graphs and tables and export your data in CSV format|
|Integrations and API||CRM API||Full API. Integrate ZIWO with your CRM to simplify the workflow|
|Docu API||Full API. Complex integrations designed to be easy to use|
|Hybrid Call Center||Does your team make and receive calls? ZIWO offers you the best of both|
|ZIWO CDB||Optimize your data flow and unify it with our CDB system|
|SSL Certificate||Data encryption between users and ZIWO servers, in accordance with industry standards|
|ZIWO SDK||Our SDK (sdk.ziwo.io ) is built to provide an easy way to integrate Ziwo calls to your iOS app.|
|Customer Support||Video Tutorial||Watch how to develop innovative services|
|Technical Assistance||Full assistance for our full range of services|
|Case Studies||Be inspired by our case studies|
|Concierge Services||Listening to your requests to offer the best experience with our Contact Center|
|Postman||ZIWO is fully API-based software. Open library of all APIs|
|New Features||Whatsapp Conversations||Call and Messages all in one single ziwo interface|
|Web Call Back||A configurable button on your website allows you to request for a web call back featire.|
|Agent iOS Mobile App||Mobile application for agents, directly on their smartphone|
|End of Call Survey||Customize your own surveys and measure your customer satisfaction (NPS)|
|Roaming Agents||Agents working from home can receive calls and make calls to customers directly from their mobile phones|
|Click2TTS||Submit a text message, get it converted to audio using TTS service in your desired language, and play it to the customer phone.|
|ZIWO Release Notes||Be notified automatically within ZIWO about our new features, relesase notes, fixes and more|
|ZIWO Support||From your admin portal, you can easily browse our knowledge base and send tickets to our support team|
|Features (coming soon)||Sending SMS & Whatsapp||Send SMS confirmations, codes, invitations, information, reminders, etc.|
|Emotion Tracker||Get Summary of Client’s Emotions and build a better user experience to your clients.|
|Selfcare||Agent client revamped for better Experience|
|Call Evaluation||Build your own quality score cards and start evaluating your agents and assess your training needs accordingly|
|WhatsApp Canned Responses||Add suggested response to WhatsApp conversations|
|Agent-Queue Grouping||Organize agents and queues better. Bulk assign queues to agents and vice versa.|
|Abandoned Call Back (ACB)||Call back customers who hang up after a predefined period in a queue.|
|ZIWO CRM||Customer profile, customer activity history, Click2Call, Call Cards, IoT device integration|
Can I try ZIWO for free?
Yes, you can! Your first 14 days free trial is on us. Sign up for a new ZIWO instance to get started.
Each trial instance comes fully loaded with all ZIWO superpowers and a test phone number for inbound calls.
Trial instances are meant for testing only. Unlike the production instances, they are not monitored and not back-up.
Would you want to test the outbound calls facility, you’ll have to purchase some outbound credits.
Can you provide telephone numbers (DID) anywhere?
We can supply telephone numbers in more than 200 countries, including North and South America, Europe, The Middle-East, Africa, Asia, and Oceania.
We provide all type of numbers: geo, toll-free or premium numbers.
Telecom regulations may vary from a country to another and the customers have to comply with it at any point in time.
ZIWO includes an antifraud/antiscam monitoring and reserves the right to suspend any account.
Can I downgrade my subscription plan?
Yes, you can. Decreasing the number of agent subscriptions can be done anytime with effect at the end of the same month. To keep an instance alive, there must be at least 1 paid agent with a minimum of activity.
Why do I need to purchase outbound credits?
Outbound credits are primarily used to pay for the outbound calls and messages that are sent via ZIWO platform. We do use only top tier telecom providers that ensure high-quality voice and full traceability on messages delivery.
Is there a validity date for the outbound credits?
No. In case you want to stop your contract with ZIWO, you’ll get a full refund of the remaining credits.
What payment options do you accept?
At present we do accept payments by credit card (MasterCard or Visa), PayPal, or bank transfer.
How is the billing cycle?
Agent subscriptions are billed at the beginning of each quarter. An increase of subscriptions can happen any time and will be billed pro-rata till the end of the month.
A decrease in subscriptions can be done anytime with effect at the end of the same month.
Outbound credits can be purchased at any point in time. All bills are payable at sight.
What happens if I am not satisfied with my ZIWO purchase?
If you’re not satisfied with any of our product or service, you may stop the contract at any time. Outbound credits will be refunded, your instance with the database and any existing backup will be deleted.
Still, have more questions?
Please contact us and we will happy to answer all your queries.