Overview of Zdial

Welcome to the Ziwo Dialer User Guide!

Ziwo is a powerful, cloud-based communication platform designed to enhance customer engagement and streamline call center operations. The Ziwo Dialer is an integral part of this platform, providing businesses with the tools they need to efficiently manage inbound and outbound calls, optimize agent performance, and improve overall customer satisfaction.

This user guide is designed to help you get the most out of the Ziwo Dialer. Whether you are an agent, supervisor, or administrator, this guide will provide step-by-step instructions on how to effectively use the features and functionalities of the dialer. From making and receiving calls to managing call queues, configuring settings, and leveraging reporting tools, the guide covers everything you need to know.

Who Should Use This Guide?
Agents: Learn how to manage calls, tag conversations, add notes, and utilize call control features.
Supervisors: Gain insights on how to monitor and support your team, view performance metrics, and manage calls effectively.
Administrators: Discover how to configure dialer settings, set up user roles, and fine-tune system preferences for optimal performance.

Key Features of Ziwo Dialer:
Omnichannel Support: Handle calls from various channels (Voice, WhatsApp, SMS, Email) from a single interface.
Smart Call Routing: Automatically route calls to the most appropriate agent based on skills, availability, or customer data.
Advanced Reporting: Access detailed analytics on agent performance, call volumes, and customer interactions.
Seamless Integration: Easily integrate with CRM systems and other business tools to enhance customer service capabilities.
This guide is structured to provide you with easy-to-follow instructions, useful tips, and helpful screenshots to ensure you can quickly master the Ziwo Dialer. Whether you're setting up your dialer for the first time or optimizing your workflow, this guide is here to support you every step of the way.

Let’s get started!