Delivery acceleration
We mapped deployment bottlenecks, codified automated quality gates, and introduced shared telemetry covering change-failure rate, SLOs, and queue health.
Case Study
Ziwo.io — Global CCaaS at enterprise scale
Azul Computing partnered with Ziwo.io to unlock weekly release trains, modernize voice infrastructure across regions, and operationalize SOC 2 aligned guardrails without slowing growth.
5×
release cadence improvement
0.4
MOS score increase
60%
incident reduction
Customer snapshot
Modern CCaaS spanning MENA and Europe
Ziwo.io delivers omnichannel contact center services with a distributed operations team. Rapid growth demanded a delivery engine and telephony foundation that could keep pace with new regions, enterprise SLAs, and regulatory requirements.
- Remote squads coordinating product, platform, and support across time zones.
- Market expansion requiring in-country voice POPs and compliant call recording.
- Enterprise buyers expecting proof of resilience, governance, and audit readiness.
- Legacy release train and manual QA slowing feature delivery.
Initiatives
Three tracks to scale product and operations together
Voice infrastructure evolution
New SBC clusters, global routing, and automated failover stabilized call quality while aligning to local regulations and carrier arrangements.
Compliance operations
Evidence capture across CI/CD, incident response, and vendor management established SOC 2 ready guardrails embraced by engineering and support teams.
Release modernization
Weekly releases anchored by telemetry
- Trunk-based workflows with environment parity reduced merge debt and deployment risk.
- Automated smoke, integration, and contract tests unlocked reliable weekly release windows.
- SLO dashboards tied to each deploy created shared accountability between engineering, operations, and customer success.
Confidence to ship faster
Change-failure rate fell below 5% in two quarters, giving leadership proof that faster cadence elevated—not jeopardized—platform reliability.
Telephony excellence
Voice footprint ready for enterprise traffic
- Deployed regional SBC clusters, media relays, and carrier interconnects to localize traffic and reduce latency.
- Implemented SIP over WebSocket, ICE/TURN, and DTLS-SRTP to bridge browser voice securely to the PSTN.
- Autoscaling media services and smart routing maintained call quality during demand spikes and carrier outages.
- QoS insights and MOS tracking fed back into incident response and product prioritization.
High fidelity everywhere
MOS improved by up to 0.4 while incident volume dropped 60%, outpacing customer SLAs and strengthening renewal conversations.
Results
Operations that inspire enterprise trust
Customer impact
- Enterprise customers onboarded with confidence backed by live resilience and compliance dashboards.
- Voice quality improvements translated into higher CSAT and stronger win rates in regulated markets.
- Product roadmap accelerated with faster feedback loops and clearer telemetry.
Team enablement
- Runbooks, incident rehearsals, and SOC-aligned evidence capture embedded within daily operations.
- Shared metrics unified product, platform, support, and compliance stakeholders.
- Operating model scaled to new regions without repeating earlier delivery bottlenecks.
Outcome partnerships
Engineer the contact center your customers expect
Partner with Azul Computing to blend delivery velocity, telephony resilience, and compliance rigor into one operating model.