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.

OmniX is a unified omnichannel contact center solution designed to help businesses manage all customer service activities on a single platform. By connecting multiple communication channels, synchronizing customer data, and automating service workflows, OmniX enhances customer experience, improves operational efficiency, and supports sustainable growth in today's digital business environment.

 

Contact Viettel Customer Service

For consultation on operational optimization and knowledge management solutions tailored to your business needs, please contact Viettel Customer Service:

Address: 23rd Floor, Vinacomin Building, No. 3 Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi, Vietnam

Hotline: 1800 9397

Email: dvkh@viettel.com.vn