ZIWO

ZIWO is a cloud contact centre platform headquartered in Dubai that can be deployed quickly, is built around a fully API-based architecture and connects both human and virtual agents. It is designed for organisations that want to launch or modernise customer service and sales operations without the long implementation cycles and infrastructure costs associated with on-premise contact centre systems. Traditional solutions often require hardware, telephony expertise and extensive integration work before agents can take their first call. ZIWO addresses this by providing a browser-based agent interface, local and international numbers, and ready-made plugins for popular CRM platforms, so teams can be operational within a short time. Its API-first approach also allows developers to embed calling capabilities into their own applications and orchestrate customer journeys that combine live agents, automation and AI-driven virtual agents working in coordination.

Core capabilities include inbound and outbound calling, automatic call distribution, interactive voice response, call queues, skills-based routing, call recording and live monitoring with whisper and barge features for supervisors. Outbound tools include predictive and progressive dialling for sales and collections campaigns. Real-time and historical dashboards give managers visibility into service levels, agent productivity and call outcomes, and speech analytics features help assess quality. CRM plugins cover platforms such as Salesforce, HubSpot, Zoho and Microsoft Dynamics, while the open API and webhooks support custom integrations. Virtual agents and conversational AI can handle routine enquiries and hand over to human agents when needed. ZIWO holds telecommunications licensing and numbers across the Middle East and many other markets, which is particularly relevant for companies operating in the Gulf region. Target customers include ecommerce, logistics, real estate, healthcare, financial services and hospitality businesses. Pricing starts from around USD 40 per agent with a free trial available; there is no permanently free version.