As businesses continue their customer service digital transformation journey, technology is reshaping the way contact center platforms are built and operated. Artificial Intelligence (AI), automation, cloud computing and low-code platforms have become increasingly common components of modern enterprise contact center solutions.
For the OmniX product team—the unified omnichannel contact center platform developed by VCX—technology has never been the destination. Instead, it is a tool to solve real operational challenges faced by businesses.
Every technology decision behind OmniX is driven by practical deployment experience and close collaboration with customers: helping agents work more efficiently, enabling businesses to adapt their workflows faster, and ensuring the platform remains stable even during unexpected traffic spikes.
In the second edition of CXperts, Cao Manh Huy, Product Director of OmniX, shares the thinking behind the technology decisions that power the platform and explains how the product team transforms operational challenges into core product capabilities.
AI Is Built to Improve Workforce Productivity
AI has become one of the most talked-about topics in the contact center industry. However, according to Huy, the real question is not how many AI features a platform can offer, but whether AI is being applied where it creates measurable business value.
"For us, AI only matters when it helps operational teams work more efficiently. Its value isn't measured by the number of AI features, but by its ability to reduce handling time, improve productivity, and deliver a better customer experience."
This philosophy is reflected in OmniX's Agent Assist approach. During customer interactions, AI supports agents by analyzing conversations, scoring call quality, suggesting responses, automatically summarizing conversations, and completing post-call forms. By taking over repetitive tasks, AI allows agents to focus on customer engagement and problem-solving.
As Huy explains, the effectiveness of AI should be measured through operational KPIs such as Average Handle Time (AHT), First Contact Resolution (FCR), and overall agent productivity—not by the number of AI-powered features available.
TicketFlow Enables Business Teams to Adapt Faster
A contact center platform needs more than stability—it also needs flexibility. Customer service workflows frequently change as businesses launch new products, run new campaigns, or update operational processes.
According to Huy, relying on engineering teams for every workflow adjustment significantly slows down business operations.
"In day-to-day operations, customer service processes change constantly to support new products, campaigns, and business requirements. Business teams need the ability to update service workflows whenever necessary, without depending on developers for every change."
This challenge led to the development of TicketFlow, a low-code/no-code workflow builder that enables business users to design IVR flows, chatbots, and omnichannel customer journeys through a simple drag-and-drop interface.
Behind its intuitive interface is a powerful orchestration engine capable of maintaining session continuity across multiple communication channels, handling third-party system delays or failures, and supporting workflow versioning without interrupting ongoing customer interactions.
A Unified Contact Center Platform Must Be Ready for Traffic Surges
For customers, contacting a business may be nothing more than making a phone call or sending a message. Behind the scenes, however, the platform must be capable of handling thousands—or even millions—of simultaneous interactions during peak periods.
According to Huy, this is why OmniX was designed on a cloud-native architecture from the very beginning.
"As traffic increases, the platform should automatically scale its resources to meet demand. Once the peak has passed, it should optimize resource usage again, so businesses don't have to maintain unnecessary infrastructure costs."
OmniX leverages a microservices architecture and stateless services to scale horizontally based on real-time demand. Traffic spikes are buffered through message queues, while load balancing, multi-region High Availability (HA), and graceful degradation mechanisms ensure service continuity even if individual components experience failures.
According to Huy, the platform is continuously monitored in real time, with a target system availability of 99.5% or higher.
Built for Vietnamese Enterprises, Ready for Global Markets
Beyond solving today's operational challenges, the OmniX team is building a platform designed for long-term growth.
According to Huy, one of OmniX's key strengths comes from years of hands-on experience supporting Vietnamese enterprises. From AI models optimized for the Vietnamese language to seamless integration with Viettel's telecommunications infrastructure and compliance with local data requirements, these capabilities provide a solid foundation for future expansion.
"Our goal is not only to build a unified omnichannel contact center platform that serves Vietnamese businesses well, but also one that is capable of supporting customers across international markets."
Looking ahead, the OmniX product team will continue enhancing the platform's AI, automation, and scalability capabilities while gradually bringing this Made-in-Vietnam unified contact center solution to more global markets.
About CXperts
CXperts is a content series featuring insights from Viettel Customer Service's product leaders, technology experts, and development teams on Customer Experience (CX), omnichannel contact centers, AI, and the emerging trends shaping the future of customer service. Through conversations with the people behind the products, CXperts offers a closer look at the technologies powering modern customer engagement.
