Viettel launches new member unit, entering global customer service market

Mr. Nguyen Tien Dung, Director of Viettel Customer Service Company Limited, introduced the company at the launching event on March 27.

Viettel Customer Service is a customer service technology company, providing full-service: from consulting, design to providing solutions, software and human resources, helping to improve customer experience with technology, creating sustainable connections between brands and consumers.

With the motto “More CX than ever”, Viettel Customer Service is committed to bringing a difference in service value and technology. The predecessor of Viettel Customer Service is Viettel Customer Service Center with more than 20 years of experience, serving more than 120 million customers in Vietnam and 10 foreign markets.

Viettel Customer Service has proven its effectiveness with the capacity to serve more than 1 million customers/day, creating 800,000 orders/month. This is the largest and most effective service capacity in Vietnam today. This capacity helps optimize costs and human resources for partners to meet customer service needs during peak periods, while not consuming resources to maintain infrastructure.

By outsourcing customer services, organizations and businesses can save up to 40% of costs. It is expected that by 2030, 70% of organizations will switch to outsourcing to meet sudden increases or decreases in demand while still saving costs. Belonging to a technology group, Viettel Customer Service focuses on improving customer experience, analyzing data, predicting behavior to personalize experiences through the application of modern technology such as AI, Big Data, AR/VR... while building sustainable connections between brands and consumers.

Mr. Do Minh Phuong, Deputy General Director of Viettel Group spoke at the event.

Speaking at the event, Mr. Do Minh Phuong, Deputy General Director of Viettel Group emphasized: “Today, Viettel launches an organization that is always ready to connect, proactively create and enhance customer experiences, launch a new business line, launch the spread of Viettel's best values for its customers to other organizations, not only in Vietnam but also in other countries around the world.

Viettel operates in 10 countries and it is time for customer service to be exported. Viettel Customer Service will standardize the operating system so that it can be applied and tailored for foreign markets, suitable for local culture but still maintaining Viettel's quality. In addition, it is necessary to build the capacity to provide outsourcing services to bring Viettel's services outside Viettel, becoming a new growth driver for the group."

Customers learn about the vCOC smart operation center system of Viettel Customer Service Company Limited at the launching ceremony.

In 2021, Viettel Customer Service Center (formerly Viettel Customer Service) received The Globee Awards and Stevie Award (IBA) in the field of customer care services. In 2023, the unit received an award from the International Data Group IDG for customer care quality.

Viettel Customer Service was established with the mission of accompanying organizations and businesses to improve customer experience; the vision is to become the leading customer service technology company in Vietnam and expand internationally. Viettel Customer Service's service and solution ecosystem is built on the strategy: pioneering in technology, providing comprehensive services, and expanding internationally.

Viettel Customer Service's customer services include:

- Consulting services, implementing real-life customer experiences - Customer Experience

- Contact Center Outsourcing, BPO Services

- Sales increase services - Upsell, Telesales

- Loyalty customer service

- Brand protection services - Voice of Customer

Viettel Customer Service solutions and software include:

- Unified multi-channel switchboard, enhancing customer experience - OmniX

- Virtual AI Call Center Agent, Speed Up Customer Support - CXBot

- Interactive analytics platform to understand customers deeper, optimize services - InsightCI

- Real-time customer service operating system - vCOC

- Smart knowledge management center, supporting employees and customers - KnowX Hub