Name: ZIWO
Rating: 8 (1 reviews)
Author: Aswat Telecom

Help Desk

Web and Video Conferencing

Customer Support

Interactive Application Security Testing (IAST)

Kubernetes Monitoring

Software Repositories

WebOps

Development

Academic Advising

Classroom Management

Education

Business Intelligence (BI)

Collaboration

File Sharing

Workspace Planning

Enterprise

Accounting

Invoicing

Finance and Accounting

Applicant Tracking

Background Check

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Business Internet Service Providers (ISPs)

Cloud Storage

Computerized Maintenance Management Systems (CMMS)

Configuration Management Databases

Content Delivery Networks (CDN)

Data Collaboration

Data Observability

Database Load Balancing

Disaster Recovery as a Service (DRaaS)

Enterprise Architecture Management

Fraud Detection

IT Operations Analytics

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Internet Security

MLOps

Network Monitoring

Network Performance Monitoring

Release Management

SOA Application Gateways

Secret Managers

Technology Scouting Software

Threat Intelligence

WiFi Hotspot

Workload Automation

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Asset Management

Digital Content Creation

Email Marketing

Landing Page

Marketing Automation

Online Proofing

Retail Media Advertising

Search Engine Marketing (SEM)

Social Media Management

Social Media Marketing

Survey & Forms Building

Swag Management

Video Collaboration

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Video Surveillance

Security

Oil and Gas

Real Estate

Vertical-Specific

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### Call Management
Users generally appreciate ZIWO's call management capabilities, highlighting features such as easy call tracking, organized call recordings, and the ability to handle international calls efficiently. Some users find the platform user-friendly for monitoring agent calls and creating detailed call metrics. However, there are occasional concerns about system behavior discrepancies, such as calls being marked as answered when the system is closed. Despite minor issues, ZIWO's call management functionality seems to meet the needs of users, offering a reliable solution for handling inbound and outbound calls effectively.

### Call Recording
User feedback on ZIWO's call recording feature varies, with some praising its ease of use and efficiency, while others mention limitations such as clunky UI and integration issues. While some users find the call recording function beneficial for self-monitoring and dispute resolution, others express concerns about the system's ability to track and record calls effectively. The mixed opinions suggest that ZIWO's call recording capabilities may offer value in certain aspects but may require improvements to address user concerns and enhance overall user experience.

### Call Tracking
Users consistently praise ZIWO for its efficient call tracking capabilities. The platform's ability to track calls, both incoming and outgoing, in a well-organized manner is highly valued by users. They appreciate the ease of use and the option to listen back to calls, enabling them to assess their work and enhance efficiency. Additionally, the feature that allows for tracking international calls at a reduced rate is seen as a valuable asset. Users find the system user-friendly and appreciate the ease with which they can track call history. The ability to monitor calls in real-time through the live dashboard feature is also highlighted as a positive aspect. Furthermore, ZIWO's call tracking functionality aids in manpower analysis by providing easy access to reports and prompt assistance from management when needed.

### Agent Performance
Users consistently praise ZIWO's agent monitoring and call handling capabilities. The feedback highlights the ease of self-monitoring and improvement, with features like call tracking, call whispering, and detailed reporting being particularly beneficial for enhancing team performance. While some users mention minor issues with the analytics section, overall, the sentiment is positive towards ZIWO's agent performance functionalities. The platform's user-friendly interface, efficient call monitoring tools, and responsive customer support contribute to a favorable user experience in managing agent performance.

### Quality Assurance
Users consistently highlight ZIWO's quality assurance capabilities as a standout feature, with many praising the system's ability to maintain high sound quality and reliability during calls. The platform's strong emphasis on quality assurance is evident through users' positive experiences with call monitoring, call recording, and call reports. Additionally, the system's responsiveness with IVR systems and its ability to prioritize ongoing calls further enhance the overall quality assurance offered by ZIWO. Users appreciate the simplicity of the programming and the system's ability to hold calls during IT issues, showcasing ZIWO's commitment to ensuring a smooth and uninterrupted calling experience.

### Reporting and Analytics
Users generally praise ZIWO's reporting and analytics capabilities. The feedback highlights the ease of use, detailed analytical reports, and efficient team monitoring of key performance indicators. However, there are some concerns raised about glitches in the app, lack of functionality to transfer calls through the browser version, and the need for clearer and more personalized report dashboards. Despite these minor drawbacks, the consensus leans towards ZIWO's reporting and analytics being a valuable asset for businesses and freelancers relying on phone communication.

### Customer Interaction
Users generally praise ZIWO's customer support and service capabilities. The majority of reviewers highlight the ease of communication with clients and the effectiveness in resolving customer queries. While some users express concerns about response times and the occasional lack of satisfactory answers from customer support, the overall consensus leans towards positive experiences with customer interaction. The ability to assist customers effectively and in a timely manner is a recurring theme in the feedback, with users appreciating the user-friendly interface and the support team's responsiveness. Additionally, the availability of features like call recording, call reports, and monitoring contributes to a positive customer interaction experience for many users.

### Customer Service Efficiency
Users consistently praise ZIWO for its fast and easy customer service functionality. Reviewers highlight the efficiency of ZIWO's customer service team, emphasizing the quick response times and user-friendly interface. The general sentiment is that ZIWO's customer service efficiency greatly enhances the overall user experience, providing timely support and assistance whenever needed. Customers appreciate the ease of use and the helpfulness of the customer service team, making ZIWO a preferred choice for those seeking efficient and reliable customer support solutions.

### Remote Work Support
Users generally praise ZIWO for its effective support of remote work capabilities. The ability to work from home or any location is highlighted as a key benefit, allowing staff members to stay connected with clients and maintain business operations smoothly. Reviewers appreciate the ease of deployment and adoption of ZIWO, especially during the challenges posed by the COVID-19 pandemic. The integration with popular ticketing systems and responsive customer support further enhance the remote work experience for users. The roaming calling feature is also noted as a valuable option for ensuring business continuity and customer support while working remotely.

Ziwo is a contact center software that has proven to be helpful in solving multiple business problems for its users. With the auto-dialer feature, outbound calls are made with ease and call records can be listened to, both for inbound and outbound calls. This has made the process of solving customer queries effortless, as users have had good experiences communicating with Point of Contacts (POCs) through phone calls using Ziwo. In addition, listening to agent calls and creating tables for specific metrics has provided insights into important data points such as call pick-up speed, average call duration, and time spent on break.

The software's excellent sound quality has made it easy to connect and transfer calls between colleagues while working from home, covering all incoming and outgoing calls. The ride-hailing industry has also benefited from the use of Ziwo in resolving client complaints on usage and registration. Moreover, Ziwo provides valuable workforce management solutions for taking feedback and managing performance through call recordings. Overall, users find Ziwo a perfect software solution that offers value for money spent on it.

Call Quality: Reviewers frequently mentioned the call quality of Ziwo, with many stating that it is clear and has no issues or delays. Some users appreciated how well Ziwo's voice quality integrates with their IVR system. 

Ease of Use: The user-friendly interface and straightforward features of Ziwo were praised by many reviewers. Users found it easy to navigate through the app, search for calls by number or agent name, analyze calls, and download data in bulk for analysis.

Call Recording: Many users found call recording to be a useful feature offered by Ziwo, which allowed them to monitor agents' calls in different departments and identify key areas for improvement. Additionally, some users appreciated how they could record international calls as well without any hassle.

Clunky UI: Some users have found the user interface of ZIWO to be clunky and difficult to navigate. The UI has been reported by one user as confusing and difficult to manipulate.

Poor Call Quality: Several users have reported poor call quality with unclear voice on ZIWO. In addition, calls cannot be deleted from the software unless there is an error.

Glitches and App Malfunctions: A few users have experienced various glitches and issues with the app not working properly such as dropped calls, automatic logouts, and even calls dropping every 30 minutes.

ZIWO is a cloud-based contact center software that enables companies to communicate with their customers over the phone, WhatsApp, and SMS. Developed by Aswat Telecom, ZIWO offers businesses an efficient and reliable solution for managing customer interactions effectively. Its readymade plugins integrate well with most CRM tools such as Salesforce or Zendesk while its open API architecture allows users to integrate it with any app. With connections available in 145 countries globally, ZIWO easily expands your reach into new geographies.

ZIWO's call tracking feature makes it possible to track sales and marketing campaigns effortlessly while ensuring customer data privacy through call masking. The agent and admin mobile app make handling inbound calls on the go simple. Additionally, ZIWO includes AI-enabled emotion tracking making it easy to know the emotions of customers during calls using emoji display; all recorded calls are analyzed giving valuable insights into how satisfied your clients were after interacting with your company representatives. Overall, ZIWO provides an excellent platform for effective customer communication management that can scale alongside business growth needs.

Ziwo is a cloud based contact center software developed by Aswat Telecom, a company based in the Middle East, presented by the vendor as an efficient, reliable contact center solution since 2010, with a numerous local and international clientele.

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Omnichannel CX

Call Center Standard

Digital CX

ZIWO

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Ziwo tutorial on the features of the platform for a call center supervisor or admin

Ziwo Admin Interface Demo

Zdial Agent Interface Demo

We take you through the demo of the zdial interface for a user or an admin on ziwo platform

Zdial Admin interface Demo

CTI integration ZIWO with Freshdesk. Pop up screen and click to call.

demo freshdesk ziwo

Zdial API Demo Tutorial

Ziwo Demo Full

ZIWO Dialpad Transfer Demo

ZIWO demo with HUBSPOT

ZIWO Dialpad Demo

HubSpot Integration Demo

Aswat Telecom

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

ZIWO

Overview

What is ZIWO?