A Two-Decade Journey of Shaping Customer Experience by Viettel Customer Service

With 20 years of accompanying customers, the official launch of Viettel Customer Service marks a significant transformation, driven by the ambition to become Vietnam’s leading customer service company.

The development journey of Viettel Customer Service reflects two decades of growth—from its early foundational steps to its aspiration to lead in customer experience (CX).

From a small inquiry center established in 2004, Viettel’s customer service operations have continuously evolved, expanding their scale and elevating service quality to meet the rising expectations of domestic and international customers.

This is a journey of care, understanding, and value creation, aimed at becoming Vietnam’s leading customer service technology company with global reach.

From the early beginnings to a major transformation

The journey of Viettel Customer Service began in 2004 with the establishment of the Customer Inquiry Center, marking the first calls and laying the foundation for professional customer support.

By 2009, the unit evolved into the Customer Care Center, expanding its role beyond receiving feedback to providing comprehensive support through a nationwide branch system and proactive customer care activities, delivering greater convenience and closeness to users.

In 2013, the Customer Care Center entered a new phase of expansion with the introduction of 106x hotline services, telesales, and marketing operations. From merely responding, the unit shifted to proactively connecting and delivering added value through innovative solutions.

By 2015, Viettel extended its footprint internationally, providing contact center solutions and customer support across 10 global markets where Viettel invests, reinforcing its ability to operate beyond geographical boundaries.

In 2022, the establishment of the Customer Service Center marked another milestone, expanding services to major corporations and companies inside and outside the Viettel ecosystem, shifting from service delivery to value creation.

And now, in 2025, the official establishment of Viettel Customer Service signifies a bold transformation—from traditional customer service (CS) to a comprehensive customer experience (CX) model powered by innovative technologies.

Mission, vision, and strategic direction

Viettel Customer Service embraces the mission of “Partnering with organizations and enterprises to elevate customer experience,” a commitment not only to partners but also to the millions of customers who have trusted Viettel over the past two decades.

The company’s vision is to become Vietnam’s leading customer service technology enterprise with global influence, establishing its position on the world map.

To realize this vision, Viettel Customer Service follows a three-pillar strategy: leading technology in customer service, offering end-to-end services from consulting and design to solutions and software, and expanding its reach into international markets.

These pillars serve as the strategic compass that enables Viettel Customer Service to not only meet but exceed customer expectations in the digital age.

A comprehensive and innovative ecosystem of services and solutions

Viettel Customer Service ecosystem of services and technological solutions forms the core of its pioneering position, comprising 8 service offerings and 7 technology solutions designed to optimize operations, enhance business performance, and deliver seamless customer experiences.

The synergy between people and technology in this ecosystem addresses practical needs—from cost reduction and revenue growth to reputation management and data analytics—while setting new standards for the industry.

With flexibility and innovation at its core, Viettel Customer Service aims for this ecosystem to lead digital transformation trends, build trust and loyalty, and expand its international presence, reinforcing its identity as a global technology company.

At 9:30 AM on March 27, 2025, the official Launch Ceremony of Viettel Customer Service will take place.

This event marks the beginning of a new journey—where Viettel not only delivers services but also creates new value.