Customer Background
Ziwo was founded in Dubai in 2017 and is a leading cloud-based contact center solution that enables businesses to engage smoothly with their customers via audio, WhatsApp, and other media. Ziwo's platform is extremely adaptable, allowing businesses to link with over 15 CRM packages and adapt to different customer care workflows. It's excellent for organizations of all sizes, from e-commerce behemoths to the banking and finance industries, where customer experience is essential. Ziwo's "customer-first" approach is obvious in their purpose, which allows enterprises to engage with clients in a simple, effective manner, regardless of location. Expanding rapidly across the Middle East and North Africa (MENA), Ziwo has made significant strides in enabling organizations to deliver top-tier customer service. Their mission is to empower businesses to connect with clients in a simple and efficient way, irrespective of location.
Business Challenges
Why Huawei Cloud
Why Huawei Cloud
Ziwo worked with Huawei Cloud, utilizing Huawei's robust, localized infrastructure and regional support to improve its contact center services, enhance operational efficiency, and scale their business globally.
Ziwo worked with Huawei Cloud, utilizing Huawei's robust, localized infrastructure and regional support to improve its contact center services, enhance operational efficiency, and scale their business globally.
Global Reach with KooVerse Infrastructure
Huawei Cloud's global infrastructure KooVerse offers a wide-ranging footprint that ensures low-latency and high-quality performance for Ziwo's contact center services. With 96 availability zones across 33 Regions and more than 2,800 CDN nodes, covering Asia Pacific, Latin America, Middle East, Africa, and Europe, Huawei Cloud's network provides a consistent experience for customers, regardless of their location. Specifically, in the MENA region, Huawei Cloud Riyadh Region has been given a class-C certification, allowing it to provide cloud services with less than 25 ms latency within Saudi Arabia. Huawei Cloud is the first public cloud service provider in Türkiye and Egypt that has established a local cloud Region inside these countries, offering services with latency of less than 20 ms and 26 ms, respectively.
This broad deployment ensures that Ziwo can deliver a seamless, high-performance contact center experience to customers in key markets, with local infrastructure that supports their global expansion efforts.
Optimized Latency with Huawei's Backbone Network
Huawei Cloud's advanced backbone network provides critical advantages for Ziwo's high-quality voice services. By using Cloud Connect (CC) and Enterprise Router (ER) services, Ziwo benefits from:
Low-latency connections that are essential for maintaining crystal-clear voice quality, especially in real-time contact center interactions where every millisecond counts.
1）Cloud Connect (CC), which ensures dedicated, high-speed connections between Ziwo's systems and Huawei Cloud, optimizing application performance.
2）Enterprise Router (ER), which enables seamless hybrid cloud integration, providing secure and efficient traffic routing between Ziwo's on-premises infrastructure and the cloud.
This network infrastructure is crucial for ensuring that Ziwo can scale operations securely and efficiently, without compromising on the quality of service delivered to end customers.
Regulatory Compliance
Ziwo has business in Eygpt and Saudi Arabia and plans expansions into several African nations. This plan required a cloud provider with established infrastructure in emerging markets. In those markets, Huawei Cloud can provide services that meet local laws and regulations through fast, stable networks, and deliver excellent user experience to help Ziwo expand their business in these regions.
Dedicated Local Support
Ziwo's experience with Huawei Cloud's dedicated local support has been a key factor in their successful partnership. Huawei's specialized, direct support team has consistently provided Ziwo with exceptional service, enabling them to resolve issues swiftly and efficiently. Ziwo highlighted that any technical issue raised was acknowledged within 1 hour, with multiple updates provided throughout the day, ensuring that they were always informed of the progress. Direct support structure ensure Ziwo did not need to interact with multiple levels of support or escalate issues. This streamlined approach ensured faster resolutions and minimal disruption.
Abundant Cloud Services with Business Value
Additional services like ECS, EVS, VPC, Anti-DDoS, and IMS complement this by offering flexible compute, reliable storage, secure networking, and robust data protection. This integrated approach allows Ziwo to optimize their cloud infrastructure, ensuring business continuity, improving security, and enhancing overall performance as they grow.
Global Reach with KooVerse Infrastructure
Huawei Cloud's global infrastructure KooVerse offers a wide-ranging footprint that ensures low-latency and high-quality performance for Ziwo's contact center services. With 96 availability zones across 33 Regions and more than 2,800 CDN nodes, covering Asia Pacific, Latin America, Middle East, Africa, and Europe, Huawei Cloud's network provides a consistent experience for customers, regardless of their location. Specifically, in the MENA region, Huawei Cloud Riyadh Region has been given a class-C certification, allowing it to provide cloud services with less than 25 ms latency within Saudi Arabia. Huawei Cloud is the first public cloud service provider in Türkiye and Egypt that has established a local cloud Region inside these countries, offering services with latency of less than 20 ms and 26 ms, respectively.
This broad deployment ensures that Ziwo can deliver a seamless, high-performance contact center experience to customers in key markets, with local infrastructure that supports their global expansion efforts.
Optimized Latency with Huawei's Backbone Network
Huawei Cloud's advanced backbone network provides critical advantages for Ziwo's high-quality voice services. By using Cloud Connect (CC) and Enterprise Router (ER) services, Ziwo benefits from:
Low-latency connections that are essential for maintaining crystal-clear voice quality, especially in real-time contact center interactions where every millisecond counts.
1）Cloud Connect (CC), which ensures dedicated, high-speed connections between Ziwo's systems and Huawei Cloud, optimizing application performance.
2）Enterprise Router (ER), which enables seamless hybrid cloud integration, providing secure and efficient traffic routing between Ziwo's on-premises infrastructure and the cloud.
This network infrastructure is crucial for ensuring that Ziwo can scale operations securely and efficiently, without compromising on the quality of service delivered to end customers.
Regulatory Compliance
Ziwo has business in Eygpt and Saudi Arabia and plans expansions into several African nations. This plan required a cloud provider with established infrastructure in emerging markets. In those markets, Huawei Cloud can provide services that meet local laws and regulations through fast, stable networks, and deliver excellent user experience to help Ziwo expand their business in these regions.
Dedicated Local Support
Ziwo's experience with Huawei Cloud's dedicated local support has been a key factor in their successful partnership. Huawei's specialized, direct support team has consistently provided Ziwo with exceptional service, enabling them to resolve issues swiftly and efficiently. Ziwo highlighted that any technical issue raised was acknowledged within 1 hour, with multiple updates provided throughout the day, ensuring that they were always informed of the progress. Direct support structure ensure Ziwo did not need to interact with multiple levels of support or escalate issues. This streamlined approach ensured faster resolutions and minimal disruption.
Abundant Cloud Services with Business Value
Additional services like ECS, EVS, VPC, Anti-DDoS, and IMS complement this by offering flexible compute, reliable storage, secure networking, and robust data protection. This integrated approach allows Ziwo to optimize their cloud infrastructure, ensuring business continuity, improving security, and enhancing overall performance as they grow.
Customer Benefits
Customer Benefits
Localized Hosting for Enhanced Customer Experience
Ziwo can use Huawei Cloud's infrastructure to deliver local hosting in markets such as Egypt, Saudi Arabia and Africa, assuring high-quality, low-latency customer experiences suited to each location.
Strategic Growth Support
Partnering with Huawei Cloud has helped Ziwo to expand comfortably, with Huawei serving as a key ally capable of satisfying data residency and network requirements, allowing Ziwo to enter new markets with confidence and stability, as Huawei Cloud has 33 Regions and 96 AZs globally.
Customer Satisfaction
Ziwo awarded a perfect 10/10 for Huawei Cloud support quality, reflecting the speed, efficiency and attention to detail provided by Huawei Cloud's team
Comprehensive Cloud Solutions
Through Huawei Cloud, Ziwo leverages several cloud services, including Compute, Storage, Security services, and Cloud Connect, which together build a dependable and flexible infrastructure to satisfy dynamic contact center demands across many locations.
Localized Hosting for Enhanced Customer Experience
Ziwo can use Huawei Cloud's infrastructure to deliver local hosting in markets such as Egypt, Saudi Arabia and Africa, assuring high-quality, low-latency customer experiences suited to each location.
Strategic Growth Support
Partnering with Huawei Cloud has helped Ziwo to expand comfortably, with Huawei serving as a key ally capable of satisfying data residency and network requirements, allowing Ziwo to enter new markets with confidence and stability, as Huawei Cloud has 33 Regions and 96 AZs globally.
Customer Satisfaction
Ziwo awarded a perfect 10/10 for Huawei Cloud support quality, reflecting the speed, efficiency and attention to detail provided by Huawei Cloud's team
Comprehensive Cloud Solutions
Through Huawei Cloud, Ziwo leverages several cloud services, including Compute, Storage, Security services, and Cloud Connect, which together build a dependable and flexible infrastructure to satisfy dynamic contact center demands across many locations.