Frequently Asked Questions (FAQs) About OmniX – The Unified Omnichannel Contact Center Platform

As customers increasingly interact with businesses through multiple channels such as phone calls, Zalo, Facebook Messenger, email, and live chat, managing these communication channels separately creates significant operational challenges. Customer data becomes fragmented, service workflows lack consistency, operational costs increase, and maintaining service quality becomes more difficult.

OmniX is a unified Omnichannel Contact Center platform developed by Viettel Customer Service. It enables businesses to centralize all customer communication activities on a single management platform. OmniX integrates Voice (Call Center), Zalo Official Account, Facebook Messenger, Viber, Telegram, Email, and Website Live Chat, while also incorporating AI-powered automation tools to streamline customer service operations.

With OmniX, businesses can effectively address four key operational challenges:

Reduce call center and customer service operating costs.
Consolidate customer data across all communication channels.
Leverage AI and automation to improve operational efficiency.
Monitor, evaluate, and manage service quality in real time.

Below are the most frequently asked questions about the OmniX platform.

1. Can OmniX integrate with our existing CRM system?

Yes.

OmniX is designed with an open API architecture, allowing seamless integration with most CRM platforms currently used by businesses.

Once integrated, all customer interaction history—including phone calls, messages, emails, and social media conversations—is synchronized into a single interface. This enables customer service representatives to access customer information quickly, resolve requests more efficiently, and deliver a better customer experience.

In addition to CRM systems, OmniX can also integrate with ERP solutions, Helpdesk platforms, Ticketing systems, and other enterprise management software based on business requirements.

2. Can OmniX add new communication channels after deployment?

Absolutely.

OmniX is built on a scalable architecture that allows businesses to add, remove, or modify communication channels at any stage without disrupting existing operations.

For example, a business that initially uses only Voice Call Center and Zalo Official Account can later integrate Facebook Messenger, Telegram, Viber, Email, or Website Live Chat within a short implementation period.

This flexible scalability enables businesses to adapt their customer engagement strategy as communication trends evolve.

3. Does OmniX support Artificial Intelligence (AI)?

Yes.

OmniX incorporates AI technologies to automate customer service processes and improve operational performance.

Depending on business requirements, OmniX supports various AI-powered solutions, including:

AI Callbot for automated inbound and outbound phone calls.
AI Chatbot for customer interactions across digital channels.
AI Voicebot for voice-based customer support.
AI-powered call content analysis.
AI-driven conversation quality assessment.
AI-assisted reporting and customer data analytics.

These AI capabilities help businesses reduce agent workload, improve response times, and maintain consistent service quality even during periods of high customer demand.

4. Does OmniX ensure customer data security?

Yes.

Data security is one of OmniX's highest priorities. The platform applies modern encryption technologies and fully complies with industry standards and data security regulations.

Multiple security layers are implemented, including:

Role-based access control.
Data encryption during transmission and storage.
Continuous system activity monitoring and auditing.
Data backup and high system availability.

These security measures help ensure that customer information remains protected and is managed in accordance with applicable regulations.

5. How many deployment options does OmniX offer? Which model should businesses choose?

OmniX offers two flexible deployment models to accommodate different business needs.

Criteria	Cloud-Based (SaaS)	On-Premise
Deployment	Software and data are hosted on cloud infrastructure.	The system is installed within the organization's own IT infrastructure.
Initial Investment	Low upfront cost with subscription-based licensing per user.	Higher upfront investment for hardware infrastructure and perpetual software licensing.
Deployment Time	Fast implementation with quick configuration and onboarding.	Requires technical assessment and on-site infrastructure deployment.
Maintenance & Operations	Managed entirely by the service provider, including upgrades and maintenance.	Managed internally by the business with ongoing maintenance responsibilities.
Best Suited For	SMEs and startups seeking flexibility and scalability.	Large enterprises, financial institutions, and organizations requiring maximum data control and security.

6. How much does OmniX cost?

OmniX is offered under a monthly subscription model based on the number of active users.

Businesses are not charged any implementation or initial system configuration fees. Pricing is VAT-inclusive, making budgeting simple and predictable.

For detailed pricing information, please visit the Viettel Customer Service website.

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.

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