Ziwo Dialer

The Ziwo Dialer is a cloud-based contact center solution designed to streamline communication between businesses and their customers. It is commonly used by customer service teams, sales teams, and support departments for managing inbound and outbound calls. Here’s an overview of some key features and capabilities of the Ziwo Dialer:

Key Features:

• Omnichannel Support: Ziwo provides multi-channel capabilities, including voice, email, chat, and SMS, enabling agents to handle interactions from various communication channels in one platform.
• Cloud-Based: Being cloud-based, the Ziwo Dialer can be accessed from anywhere with an internet connection, offering flexibility and scalability for businesses.
• Automatic Call Distribution (ACD): The system uses algorithms to intelligently distribute calls to available agents based on various criteria (e.g., skills, availability), ensuring optimal call handling.
• IVR (Interactive Voice Response): Ziwo supports IVR systems that automate call routing, allowing callers to interact with pre-recorded menus or respond to prompts using their voice or keypad.
• Click-to-Call: This feature allows agents to initiate calls directly from their computer with a single click, reducing the time spent dialing numbers manually.
• Predictive Dialing: The Ziwo Dialer includes predictive dialer functionality, which helps automate outbound calls and only connects agents to live answers, optimizing productivity.
• CRM Integration: It integrates with popular CRM systems like Salesforce, allowing agents to access customer data, history, and notes directly within the dialer interface, enhancing the customer experience.
• Real-Time Analytics: Managers can access real-time reporting and analytics on call volume, agent performance, and customer interactions to monitor and optimize performance.
• Call Recording: Calls can be recorded for quality assurance, training, or compliance purposes.

Setting Up the ZIWO Dialer Connector

Step 1 : Select the Dialer Connector.

Step 2 : Fill all the following parameters

• Credentials
• Operations: Import or stop Customers
• Import Customers:
• Stop Customers:
• Campaigns
• Phone Number
• options : First name, last name, Comments, CLI, External Id , External Source, TTS, TTS Language Code

Step 3 : Click On the test node.

Step 4 : You can see the campaign will start running as a output.

Conclusion

The ZIWO Dialer Connector in a workflow significantly enhances the efficiency and automation of communication processes. By seamlessly integrating with existing systems, it allows businesses to streamline outbound and inbound calling, enabling agents to focus more on customer interactions rather than manual dialing. The connector offers real-time analytics, enabling businesses to monitor call quality, agent performance, and customer engagement. With features like predictive dialing, automated call distribution, and multi-channel capabilities, it optimizes workflow management, reduces wait times, and improves overall customer experience.