Customer service today is no longer just about having a call center or a single support channel. As customers interact with businesses through multiple touchpoints such as phone, Zalo, Facebook, websites, and more, businesses need to ensure not only sufficient service capacity, but also centralized interaction management, appropriate automation, and fast access to the right information for customer service agents.
That is why a complete customer service system needs to be built around connected capabilities rather than a collection of standalone tools. Drawing on extensive experience in large-scale customer service operations, Viettel Customer Service (VCX) has developed an ecosystem comprising Contact Center Outsourcing, OmniX, CXBot, and KnowX Hub, enabling businesses to build a seamless customer service system that brings together people and processes, technology platforms, AI, and knowledge resources.
Contact Center Outsourcing – A Foundation for Large-Scale Customer Service Operations
While technology can automate many processes, customer service agents still play an essential role in interactions that require consultation, problem-solving, or in-depth support. Operational capability, therefore, remains one of the fundamental pillars for maintaining customer service quality.
With Contact Center Outsourcing, VCX provides customer consultation, request reception, and support services through a flexible operating model tailored to business needs. Businesses can adjust the number of customer service agents and processing channels according to actual demand, while maintaining 24/7, multilingual support, including weekends and public holidays.
This capability is built on more than 22 years of experience, with a workforce of 4,000+ customer service professionals providing 24/7 support across 34 provinces and cities, serving more than 120 million customers. In its operations, VCX also applies technologies such as AI, Big Data, and Robotics to optimize Contact Center performance, combining human expertise with technology rather than treating the two as separate capabilities.
With this model, businesses can outsource part or all of their customer service operations to a professional service provider, allowing internal resources to focus on core business activities. As interaction volumes grow across multiple channels, however, the challenge is no longer simply having enough people to handle requests, but how to manage all customer interactions through a unified platform.
OmniX – Bringing Customer Interactions Together on One Platform
A customer may start with a phone call, continue the conversation via Zalo or Facebook, and later submit a request through a website. When each channel is managed separately, agents have to switch between multiple systems, while customer information and interaction history can easily become fragmented.
OmniX is designed to address this challenge by bringing voice and digital interaction channels together on a single platform, enabling businesses to centrally manage interactions, tickets, and customer information. As a result, the customer journey is no longer divided by individual channels but can instead be monitored and managed seamlessly from end to end.
The platform’s operational scale is one of the key indicators of its capability. Today, more than 5,000 customer service agents work on OmniX every day, serving over 120 million customers through systems deployed in Vietnam and more than 10 international markets. The platform processes more than 1.2 million interactions per day, with approximately 30% automated.
OmniX goes beyond simply receiving customer interactions. The platform also supports proactive operations, with the ability to detect up to 75% of incidents before customers become aware of them. This enables businesses to take action proactively rather than waiting for customers to report an issue.
Once customer interactions are centralized on one platform, businesses can also identify more clearly which processes are suitable for automation. This is where AI becomes part of the customer service workflow, rather than simply an additional standalone tool.
CXBot – A Virtual Contact Center Agent Built from Real-World Operational Experience
Not every customer interaction requires direct support from a human agent. Common questions, information requests, and clearly defined processes can be handled automatically by AI. This is particularly valuable for systems with high interaction volumes and a need for continuous service availability.
CXBot is a generative AI-powered virtual contact center agent developed by Viettel Customer Service (VCX), operating across both voice and chat channels. On voice channels, CXBot can make outbound calls and handle inbound calls; on chat channels, it supports platforms such as websites, Zalo Official Accounts, and enterprise applications.
CXBot supports Vietnamese with three regional accents – Northern, Central, and Southern, as well as English, Khmer, and Lao. More importantly, the bot can connect directly to a business’s operational systems via APIs, allowing it to retrieve and update data during conversations rather than simply providing predefined responses.
What sets CXBot apart is how it was created. VCX did not start with a technology concept and then look for ways to apply it to customer service. CXBot was developed from more than 20 years of direct contact center operating experience, based on real challenges encountered while serving tens of millions of customers. The product was first deployed within VCX’s own operations before being introduced to the market, allowing it to be tested and refined in a real-world operating environment.
Today, CXBot handles more than 2 million calls/interactions per month. Approximately 70% of conversations are completed by the bot without requiring transfer to a human agent, while Vietnamese recognition accuracy reaches up to 92% on voice channels and 99.9% on chat channels.
CXBot therefore does more than automate repetitive tasks. It adds another layer of capability to the Contact Center: AI handles interactions that are suitable for automation, while human agents focus on cases that require human judgment and support. Yet for both humans and AI to perform effectively, they still need access to a consistent and easily accessible source of information.
KnowX Hub – Connecting Knowledge to Every Customer Service Interaction
In customer service operations, response time depends significantly on how quickly agents can find the right information at the right moment. Policies, product information, operational procedures, handling guidelines, and frequently asked questions can become scattered across multiple documents, making employees spend additional time searching and cross-checking information.
KnowX Hub addresses this challenge by building a centralized knowledge base combined with AI Search and AI Assistant, helping agents quickly find and leverage the information they need during customer interactions.
The value of KnowX Hub is reflected directly in operational results: the solution helps reduce call waiting-related processing time by 24–40% and increase workforce productivity by 7.1%. The system currently serves more than 5,000 users, with weekly active usage of approximately 60–70% WAU and daily active usage of around 50% DAU, demonstrating strong adoption in day-to-day operations. Notably, 86% of users rate the search capability highly, highlighting the system’s role in shortening the time required to access information.
KnowX Hub is also not limited to Vietnam. The solution has been deployed across multiple countries in Asia, including Vietnam, Laos, Cambodia, Timor-Leste, and Myanmar; the Americas, including Peru; and Africa, including Tanzania. This international footprint demonstrates the solution’s ability to support different operating environments and markets, while helping businesses standardize and scale their knowledge management capabilities.
Viettel Customer Service – Empowering Businesses to Build Stronger Customer Service Capabilities
With more than 22 years of experience, a workforce of 4,000+ professionals, the capability to serve more than 120 million customers, and an ecosystem comprising Contact Center Outsourcing, OmniX, CXBot, and KnowX Hub, VCX combines real-world operational expertise with technology capabilities to support businesses in transforming their customer service operations.
Depending on their business model and specific needs, organizations can adopt individual capabilities or combine multiple solutions to build a customer service system that fits their operations – from human-led service delivery and omnichannel interaction management to AI-powered automation and knowledge management.
Viettel Customer Service is a subsidiary of the Viettel Group, operating in the technology and customer service sector. The company provides a comprehensive ecosystem including services (Contact Center Outsourcing, BPO, Upsale, Customer Experience, Loyalty, Document Processing and Digitization, Warranty & Repair Services) and technology solutions (OmniX, CXBot, KnowX Hub, AI-DMS, vCOC, InsightCI, WorkforceX).
Contact Viettel Customer Service today for solutions tailored to your business!
Contact Information:
Hotline: 1800 9397 / Email: dvkh@viettel.com.vn
Website Viettel Customer Service / Facebook Viettel Customer Service / Zalo Viettel Customer Service
Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
