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Voice AI at GITEX Global: ZIWO Drives Innovation Across MENA
The global spotlight is set on GITEX Global, the premier tech event taking place from October 13-17 at the Dubai World Trade Centre. This year, Artificial Intelligence (AI) takes center stage as it continues to reshape industries worldwide, moving from experimental labs to real-world applications.
Dubai-based ZIWO, a rapidly growing cloud contact center provider, is making waves at GITEX with its innovative Voice AI solutions. The company, which expanded to Morocco in 2024 with an office in Casablanca, aims to revolutionize customer service by integrating AI technology into its offerings. Serving over 20 clients in Morocco, including prominent names like KFC and Mubawab, ZIWO has become a key player in the Middle East and North Africa (MENA) region.
AI’s transformative potential
ZIWO’s Chief Revenue Officer, Gautier Lavigne, emphasized how AI can streamline repetitive tasks, allowing human agents to focus on complex, high-value interactions. The company’s Voice AI handles real conversations in both Arabic and English, offering features such as call summaries, sentiment analysis, and automated scheduling to enhance efficiency and decision-making.
“Instead of juggling multiple tools, we offer one platform where calls, WhatsApp, and virtual conversations are fully integrated with the company’s CRM,” said Lavigne. He highlighted ZIWO’s partnerships with Orange and AWS, which power their cloud-based solutions.
However, Lavigne stressed that AI cannot replace human empathy, particularly in sensitive interactions like banking or healthcare. “Technology should empower people, not replace them,” he noted, advocating for a balanced integration of AI into workflows.
Addressing AI challenges in MENA
One of the key challenges for AI in the MENA region is language localization. While AI development for English is well-established, creating AI systems that understand and process Arabic, including dialects like Moroccan Darija, remains complex. Lavigne believes that localized AI solutions are critical for driving cloud adoption and improving customer experiences in the region.
“Localization will be the decisive factor, making AI not just powerful but relevant and human,” he said, adding that ZIWO is committed to developing AI solutions tailored to the linguistic and cultural needs of MENA markets.
GITEX as a hub for innovation
Lavigne described GITEX as a unique platform for showcasing cutting-edge technologies and fostering global collaboration. With themes ranging from data centers and cybersecurity to biotech and AI training, the event promises to be a melting pot of ideas and innovation.
“This year, the spotlight is on AI. Many companies are still in the proof-of-concept stage, but the focus should be on AI delivering real-world impact,” Lavigne explained. ZIWO plans to demonstrate its AI capabilities at the event, showcasing how its solutions can transform businesses across the region.
Expanding into Africa
Beyond MENA, ZIWO is eyeing expansion into Africa, a market increasingly shifting from legacy systems to cloud-based solutions. Lavigne highlighted the growing demand for agile, cost-effective tools like CRM and WhatsApp integration, which improve customer experiences while streamlining operations.
“Our mission is to provide secure, localized solutions that empower businesses to leverage AI for meaningful transformation,” he said. ZIWO’s focus on developing AI systems that understand Arabic and local dialects like Darija underscores its commitment to making AI accessible and impactful across diverse markets.
As the tech world gathers for GITEX Global, ZIWO’s innovations in Voice AI are set to demonstrate how technology can bridge gaps, enhance efficiency, and drive business success in an increasingly digital world.