Features Built for Exceptional Customer Experience

AI Scorecard Reviewer

The Scorecard Reviewer lets supervisors fly through a full batch of AI-evaluated scorecards sequentially, with the call recording, sentiment, tags, and full category breakdown all on one screen. No more jumping between views.

Predictive Dialer

Supercharge your outbound campaigns with intelligent, algorithm-driven dialing. Reach more contacts in less time while keeping abandonment rates fully under control.

ZIWO Intelligence Insights

Stop spending hours pulling reports. The new Insights tab in ZIWO Intelligence delivers an automatic AI-generated summary of your team's weekly performance with key metrics and a smart week-over-week analysis, ready every Monday.

ZIWO Intelligence Smart Tags

Smart Tags let you define what to look for and ZIWO AI does the labeling. Describe the calls you want to identify, and the AI applies your tag automatically across every conversation. No manual effort. No missed calls.

AI Score Card

Evaluate every customer interaction with accuracy and fairness. The ZIWO Intelligence Score Card gives you full control over performance criteria while keeping feedback unbiased and emotion-free.

AI Dashboard

See what’s happening in your contact center, as it happens. The ZIWO Intelligence Dashboard gives you a clear, visual overview of every interaction and lets you dive into call-level details in seconds to make faster, smarter decisions. Powered by ZIWO’s AI technology, it accurately processes Arabic (including UAE and KSA dialects) for precise insights across every conversation.

Live Notes

Capture key insights in real time to boost call accuracy, agent productivity, and follow-up efficiency. Take notes and tag conversations during live calls, so your team stays focused and your operations stay organized.

Geolocation

Track agent login locations in real time to ensure compliance, enhance security, and maintain operational oversight.

Streamline your end-to-end customer experience with ZIWO Workflows.

Integrate Workflows into your ZIWO interface to elevate your end-to-end customer experience. Streamline your operations and connect your external tools to boost productivity with automation and directly impact your sales.

Stay Connected Anytime, Anywhere with the ZIWO iOS App

The ZIWO iOS App brings unparalleled mobility to contact center operations. Manage calls, contacts, and agent settings directly from your iPhone with a sleek, user-friendly interface that ensures productivity and seamless communication on the go

Seamless Connectivity on the Go with the ZIWO Android App

The ZIWO Android App is your all-in-one solution for managing contact center tasks on the move. With intuitive features and a modern design, it empowers agents to stay connected, efficient, and productive wherever they are.

Outbound WhatsApp Templates

Reach your customers with Wathsapp Outbound messages. Create your list of templates with dynamic variables, languages, buttons and attachements. Agents can easily access them to start a conversation with their contacts. Improve your sales with marketing message and your customer experience with notifications.

Canned WhatsApp Responses

Create and send WhatsApp canned responses in your conversations to deliver a personalized experience and improve the productivity of your agents by reducing the time to answer your customers.

WhatsApp Marketing Messages

Improve your sales by creating and sending Marketing WhatsApp templates to your customers. Use images, dynamic variables, different languages to create marketing messages templates that your agents can easily use in their interface.

WhatsApp Notifications Messages

Improve your customer experience by creating and sending utility WhatsApp templates to your customers. Use images, dynamic variables, different languages to create notifications messages templates that your agents can easily use in their interface.

Call Detail Record (CDR)

Embrace Call Detail Records (CDR) within your call center to effectively capture and analyze call details and recordings. By optimizing agent productivity, enhance operations and empower your team with valuable insights from comprehensive records, paving the way for greater success.

Click to Call

Enhance agent productivity with ZIWO's click-to-call solution. Skip manual dialing and effortlessly connect with customers by simply clicking their number. Boost efficiency, save time, and empower your team with this time-saving feature.

Call Recording

Elevate customer service and empower agents with ZIWO's Call Recording. Access valuable information instantly, evaluate agent performance, and personalize interactions for exceptional service that exceeds expectations.

HD Inbound & Outbound Calling

Experience the remarkable advantage of ZIWO's HD Inbound & Outbound Calling! Enjoy seamless conversations with high-quality audio, enabling effortless engagement with customers, colleagues, and partners for effective communication and collaboration.

Interactive Voice Response (IVR)

Easily create and assign IVR systems to your call flow and conveniently manage them in real-time, allowing you to make dynamic adjustments on the go.

Waiting Line Management

Experience a seamless waiting line management that organize your call flow by creating dedicated queues. Unlock the power of an efficient system that truly works.

Customizable SLA

Our platform provides Contact centers with custom service level agreements (SLA) to make sure everyone is working towards the same outcomes and are on the same page about what success looks like

Unlimited Callers on Hold

No need for multiple phone lines as your callers will be held on hold until your phone becomes available to receive the next call. No more missed calls or the hassle of managing multiple lines!

Z-Dial or Outbound Dialer

Experience the power of Z-Dial, our badass Outbound Dialer! It fires off targeted calls to your client list, eliminating manual dialing and skyrocketing your lead conversion rate. Dominate sales now!

Call Routing

Connect callers directly to the right department or agent for improved FCR rates, reduced AHT, and minimized time in queue, and boost call center metrics with call routing.

Enable/ Disable Recording During Calls

Safeguard customer confidentiality and trust by disabling call recording during sensitive moments, like when customers provide confidential information or undergo identification processes.

Voicemail

ZIWO empowers businesses by offering clients the option to leave voicemail messages when agents are busy or outside of working hours, ensuring their needs are addressed.

Urgent Messages

Record your own voice message and apply it to a specific number or queue and let your customers be aware of any emergency.

Conference Calls

Conference calls can be done with incredible speed and ease! And not only do conference calls improve internal communication.

Conversation Transfer

Conversation transfer allows agents to seamlessly pass ongoing conversations to their colleagues and work together on resolving customer queries or issues.

Conversation Tags

Conversation Tags allows you to put various labels on your conversation with the client and let others know anything you like to share. It is also a helpful tool for reports/filtering/following up/statistics.

Competency-based Routing

Maximize customer satisfaction with intelligent call routing/ competency-based routing, matching clients to agents based on skills and expertise.

Call Tags

Call tagging is a powerful tool that allows agents to apply multiple labels to phone calls, capturing essential details like inquiries, product requests, & feedback for a better service.

Call Transfer (Blind or Attended)

Making call transfers is an essential part of your customer service routine and it will greatly improve customer satisfaction. View where to transfer calls with a single click, or transfer directly!

Roaming Agent

Stay connected and efficient on the go! Our innovative Roaming Agent/ Remote Agent feature routes calls to agent's mobile phones, ensuring seamless handling with all essential call tracking, recording, and standard functionalities intact.

WebConf Coach

When a call is in progress, the WebConf Coach allows admins to discreetly join an ongoing call to provide real-time support or monitor agent-customer interactions, enhancing quality assurance efforts in call centers.

Screen notifications Calls & WA

When an incoming call comes in ZIWO will automatically alert agents with a notification to instantly know who is calling or texting also they will hear a ring.

Toll-Free Numbers

Make your phone numbers toll-free to ensure that customers are able to call you without incurring any charges. Using ZIWO's Toll-Free Numbers will make it easier for customers to approach your business.

International Phone Numbers

Reach customers globally by having phone numbers in different countries, promoting accessibility and building trust. Whether your business aims to connect with prospects, serve customers abroad, or establish an international presence.

End Call Surveys

End call survey (ECS) or Post-Call Survey (PCS) is one of the easiest and most feasible ways to ensure customer satisfaction. Give your callers the liberty to express themselves without any additional steps.

Smart Call Routing

Assign a number or range of numbers per country to specific audio files, queues, or IVR in your system. Implement actions like routing calls, language-specific agents, custom IVRs, or blacklisting for each country.

Call Masking

Call Masking is your ultimate privacy solution! With Two-way Caller ID Masking, a.k.a. 'Caller ID Spoofing,' connect confidently without revealing personal numbers. Embrace the power of anonymity today!

Discreet Listening

The feature of Listening to Calls, or what’s commonly known as “Live Call Monitoring”, gives the admins ability to attend and monitor calls, hear the conversation between the agent and the client to get an insight into how the call agents are handling their calls.

Call Whispering

ZIWO provides admins with “Whisper To Agent” feature, so they can simply Whisper to the agents and provide them with the help needed while the client is still on the line.

Call Tracking

Empower your marketing and sales efforts with call tracking. Gain insights into how customers find your business, measure campaign effectiveness, and optimize future initiatives. Unlock the potential to drive success and maximize your return on investment.

Smart Dialpad

ZIWO CTI integrated dialpad provides users with all features of ZIWO ecosystem embedded to their environment. This Smart dialer allows users to make outbound calls, also you they receive and view all incoming calls while being embedded to their webbrowser.

Web Call Back

Elevate customer experience and fuel growth! We can help businesses with a configurable button on their website, which allows clients to request a call back.

99.99% Uptime

With ZIWO cloud contact solution, enjoy unmatched 99.99% uptime, ensuring industry-leading availability! Count on unbreakable consistency for accessing to your essential cloud contact center, anytime!

PhoneBook

Allow agents to create contacts in an organized way, also you can implement robust control over users access to each contact details. ZIWO's PhoneBook will keep contact details safe in one location.

Quick Pay

We've made it easy for you to pay bills and top up your account in no time without Quick Pay portal. This service is secured and reliable way to settle payment using a credit or debit card.

Live Dashboard

Discover the power of ZIWO's Live Dashboard – your ultimate analysis and real-time performance tracking solution. Intuitive and visually appealing, it showcases crucial contact center metrics & KPIs.

Virtual Call Center

Our 24/7 CCaaS (Contact Center as a Service) platform helps businesses connect with their customers, also it enables them to establish and manage their contact centers using cloud computing technology.

Real-time Management

Track and manage your team's call activity and coach in real time with ZIWO. Supervisors can correct agent mistakes and improve calls and change any parameter on the fly: agents, positions, queues, numbers, etc.

Unlimited Administrative Users

Admins can create custom agent statuses instantly, orchestrate workflow like never before! An agent's status determines if agents can make/receive calls.

Call Queue Management

You can have an unlimited number of admin users for free, so you can invite team members, managers, and leaders into the administrative fold. Everyone can contribute, monitor, and manage efficiently.

Custom Agent Statuses

Admins can create custom agent statuses instantly, orchestrate workflow like never before! An agent's status determines if agents can make/receive calls.

CRM API

Get access to all the core elements via ZIWO's API to simplify integration and elevate your CRM capabilities effortlessly! ZIWO's API empowers developers with unmatched flexibility to craft communication applications that perfectly cater to their user's requirements.

API Docs

The ZIWO API Docs library is a complete set of tools, functions, and resources that allows developers to effortlessly interact with ZIWO's API for easy integration and customization.

Hybrid call center

Embrace a hybrid call center model with ZIWO, where agents can easily access seamless outbound and inbound call capabilities from any location - on-site or remote.

SSL certificate

Our adherence to industry-leading security practices, including SSL certificate, is a testament to our compliance with legal requirements and best practices in data protection.

Conversations

ZIWO Conversations is a convenient all-in-one platform for easy communication with customers. It lets you use WhatsApp and handle phone calls all in the same place.

ZIWO Updates (Release Notes)

Receive automatic notifications within ZIWO about new features, release notes, fixes, and more to stay up-to-date with the latest developments.

ZIWO Support

Discover the convenience of accessing our knowledge base and contacting our support team effortlessly through the user-friendly ZIWO admin portal.

Calling line Identifier (CLI)

Calling Line Identifier (CLI) is a powerful tool that gives agents the freedom to select from multiple assigned phone numbers. Agents can tailor their communication to match different client preferences or target specific regions using a specific phone number.

Abandoned Call Back (ACB)

Automatically reach out to customers who hang up while waiting in a queue. Our Abandoned Call Back feature will call them back after a pre-defined time period, ensuring better service and customer satisfaction.

Custom User Experience

ZIWO offers an exceptional enterprise-level user experience with its intuitive interface, seamless integration, and robust performance. agents and admins can easily navigate and operate the platform.

Support Hours

Experience the convenience of 24/7 real-time support, ensuring prompt assistance and answers to your questions whenever you need them.

Video tutorial

Discover our extensive library of tutorial videos, providing expert guidance to fully leverage our software's features for maximum advantage.

Technical assistance

Technical assistance is offered at your premises, when off-site support cannot be given! Our highly qualified and skilled team of engineers is here to assist you with any of your technical requests.

Customer Success Manager

You will have a dedicated Customer Success Manager for personalized account management services, ensuring your needs are met and maximizing your overall experience

Case studies

Find inspiration in our large collection of Case Studies across various industries. Discover how businesses like yours have leveraged our solutions to achieve success, and build new possibilities for growth.

Compatibility

Sign in to your ZIWO Account through Google Chrome browser from any device. ZIWO is developed by professionals, keeping in minds the business preferences and specs!

User-friendly interface

ZIWO has a user-friendly interface that's easy to use and navigate. It helps agents and supervisors efficiently handle customer interactions.

Announcement Banners

Our Announcement Banner brings you holiday reminders or new updates, ensuring your working hours are set up correctly.

WebSockets & Webhooks

Gain access to a comprehensive library of both WebSockets and Webhooks, simplifying the process of establishing connections between your applications.

Onboarding

We assist you in mastering the solution, providing the support and resources needed to make the most of our platform.

Agent Statistics

We provide agents with access to their daily performance statistics, enabling them to gain valuable insights and a deeper understanding of their productivity and effectiveness.

Arabic, English, French Interface (Only Agent for now)

With ZIWO's Multi-language Interface, agents gain better accessibility and understanding of services in their preferred language, enhancing their user experience.