What is OmniX? A Unified Contact Center Platform Integrating 8 Customer Service Channels
As customers increasingly interact with businesses through various communication channels such as phone calls, Zalo, Facebook, and websites, managing and responding to customer inquiries consistently has become a major challenge for many organizations. OmniX is a unified omnichannel contact center platform developed by Viettel Customer Service to help businesses centralize all customer service activities within a single system.
What is OmniX?
OmniX is an omnichannel contact center solution that enables businesses to receive, manage, and handle customer interactions from multiple communication platforms through one centralized interface. Instead of logging into and monitoring separate applications, agents can work on a single dashboard, saving time and reducing the risk of missing important customer information.
Which Communication Channels Does OmniX Integrate?
OmniX currently supports synchronization across eight of the most widely used communication channels:
1. Voice Calls
Businesses can receive and make calls directly through the system. All calls are managed centrally, allowing agents to track conversations and provide prompt customer support.
2. Zalo Official Account
Receive and respond to customer messages on Zalo. The platform also supports automated notifications such as order confirmations, appointment reminders, and customer care messages.
3. Facebook Messenger
Consolidate messages and comments from multiple Facebook Pages into a single interface, enabling faster response times and reducing the risk of missing potential customers.
4. Viber
Connect with customers through Viber messaging, helping businesses maintain effective and personalized communication.
5. Website Live Chat
Allow website visitors to communicate directly with your business in real time, improving customer experience and increasing conversion opportunities.
6. SMS
Support branded SMS campaigns for various purposes, including account verification, order notifications, and customer engagement programs.
7. Website Forms
Customer information collected from registration forms and contact forms is automatically captured and stored within the system, making data management more efficient.
8. Wi-Fi Marketing
Collect customer information at physical stores or service locations through Wi-Fi login portals, helping businesses connect online and offline customer journeys.
What Challenges Does OmniX Help Businesses Solve?
Centralized Management on a Single Platform
All customer interactions from different communication channels are consolidated into one system. Agents no longer need to switch between multiple applications, making workflows simpler and more efficient.
Complete Customer Interaction History
Each customer has a unified profile containing their entire interaction history. When a new inquiry is received, agents can quickly access relevant information and provide more accurate support.
For example, if a customer previously communicated via Zalo and later calls the hotline, the agent can instantly review all previous conversations within the same system.
Automated Request Assignment
Customer inquiries and requests are automatically routed to the appropriate department or responsible staff member. This helps reduce handling time and improve service quality.
Key Benefits of OmniX
Implementing OmniX enables businesses to establish a centralized, streamlined, and more manageable customer service process. Agents no longer need to work across multiple platforms, improving productivity and minimizing the risk of overlooking potential customers.
The platform also maintains a complete interaction history, allowing businesses to better understand customer needs and deliver more personalized service experiences. In addition, automation of request intake and assignment helps optimize operational resources, particularly for organizations handling large volumes of customer interactions.
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.
