Viettel Customer Service (VCX), officially named Viettel Customer Service Company, was officially launched on March 27, 2025, as a member company of the Viettel Military Industry and Telecoms Group. VCX operates in the fields of customer service and customer experience, with the positioning statement: “Elevating customer experience through innovative technology.”
The establishment of Viettel Customer Service marked a transition from the traditional customer care model toward a more comprehensive approach to customer experience management. Building on years of accumulated experience, VCX aims to accompany organizations and businesses in creating experiences where every customer is heard, understood, and served more effectively through the combination of people, processes, and technology.
Viettel Customer Service’s capabilities
Viettel Customer Service’s capabilities are built on more than 22 years of experience in customer service and customer care. This journey began with a Customer Support Center, before gradually expanding into customer care, telesales, enterprise services, and international markets, ultimately leading to the establishment of Viettel Customer Service Company in 2025.
This foundation has enabled VCX to develop extensive expertise in operations, quality management, workforce organization, and the deployment of large-scale customer service models.
Today, Viettel Customer Service has the capacity to serve more than 120 million customers, handle approximately 1.2 million interactions per day, and operate with a workforce of over 4,000 employees providing services 24/7. Beyond Vietnam, VCX also has experience in customer service operations across more than 10 countries and territories, demonstrating its ability to adapt to different operating models and customer requirements.
In Vietnam, VCX operates a nationwide network with centers in Hanoi, Da Nang, and Ho Chi Minh City, as well as operational zones in Hai Phong and Thai Nguyen. This scale enables VCX to proactively allocate resources, maintain continuous service delivery, and expand capacity according to the requirements of each project.
Alongside its people and operational capabilities, technology is one of the key pillars of Viettel Customer Service’s development strategy. VCX applies technologies such as AI, Big Data, Robotics, and Cloud Computing to enhance automation, data analytics, quality monitoring, and customer service operations.
These technology capabilities are supported by requirements for process standardization, data protection, system governance, and 24/7 monitoring. VCX’s quality management system complies with the ISO 9001:2015 standard.
Through the combination of operational experience, workforce capacity, technology capabilities, and governance processes, Viettel Customer Service is able to deliver solutions ranging from consulting and outsourced operations to technology platforms for customer experience management. This also provides the foundation for VCX to develop a relatively comprehensive ecosystem of products and services, rather than focusing solely on traditional contact center operations.
Viettel Customer Service’s ecosystem of solutions, products, and services
Building on more than 22 years of experience in customer service, Viettel Customer Service has developed an ecosystem of solutions, products, and services to comprehensively support businesses in managing and enhancing customer experience.
The current ecosystem includes:
Customer Experience (CX): Customer Experience Consulting Services
Contact Center Outsourcing: End-to-End Customer Service Contact Center Outsourcing
BPO: Business Process and Workforce Outsourcing Services
Loyalty: Customer Loyalty Services
Upsale: Revenue Growth and Upselling Services
Warranty & Repair Services: Warranty and Repair Services
Document Structuring & Digitization: Document Structuring and Digitization Services
OmniX: Unified Omnichannel Contact Center Platform
KnowX Hub: Knowledge Management System
WorkforceX: Customer Service Workforce Management System
CXBot: Virtual Assistant – AI Agent
vCOC: Customer Service Operations Management System
InsightCI: Customer Interaction Management and Analytics Platform
AI-DMS: AI-powered Platform for Digital Document Management and Utilization
These solutions and products are developed around the connection between people, processes, and technology, helping businesses address a wide range of challenges throughout the customer journey, from strategic consulting and customer service operations to workforce management, automation, knowledge management, data analytics, and service quality improvement.
Capabilities recognized through awards
Throughout its development, Viettel Customer Service’s capabilities have been recognized through a range of domestic and international awards, including the Stevie® Awards for Sales & Customer Service, International Customer Experience Awards, IDG Awards, Asia-Pacific Stevie Awards, and Globee Awards.
These recognitions span multiple categories related to customer service management, contact centers, and customer experience, reflecting VCX’s long-term investment in operational quality, people, and technology.
People are at the heart of Viettel Customer Service
Alongside technology, Viettel Customer Service considers people to be the core foundation of service quality and customer experience. VCX employees not only directly operate customer service activities but also serve as the bridge that helps technology be applied effectively to real-world customer needs.
This spirit is reflected in the PROSPECT DNA of Viettel Customer Service people — a value system that guides how each individual thinks, acts, collaborates, and grows within the organization.
PROSPECT is not only a foundation of VCX’s internal culture, but also reflects its commitment to building a workplace where every individual is respected, inspired, empowered to develop, and able to place trust in the organization’s shared journey.
From this people-centered foundation, VCX combines professional expertise, a service-oriented mindset, and technology to create customer experiences that are operationally efficient while maintaining empathy and human connection.
Viettel Customer Service – from customer service to comprehensive customer experience management
Building on more than two decades of experience in customer service, Viettel Customer Service is gradually expanding its focus from Customer Service to Customer Experience, while developing an ecosystem of services and technologies that supports the entire customer experience management process.
With the combination of extensive operational experience, a workforce of more than 4,000 employees, a nationwide delivery network, and strong technology capabilities, Viettel Customer Service aims to accompany organizations and businesses in improving service quality, optimizing operations, and creating increasingly seamless, efficient, and differentiated customer experiences.
