The year 2026 marks a powerful transformation for Viettel Customer Service as it firmly establishes its position as a leading Customer Experience (CX) technology enterprise. Beyond partnering with businesses in daily service operations, Viettel Customer Service has actively engaged in major technology forums, exhibitions, and industry events to share emerging customer experience trends and showcase its proprietary ecosystem of comprehensive CX solutions.
At prestigious events such as WFIS Vietnam 2026, DCCI Hanoi, and DCCI HCMC, Viettel Customer Service delivered a consistent, forward-looking message: in the AI era, customer experience is no longer shaped by isolated touchpoints, but rather by the seamless orchestration of data, technology, people, and operations across the entire unified customer journey.
To turn this vision into reality, Viettel Customer Service has developed an all-encompassing Customer Experience solution ecosystem.
Elevating Interaction and Automation Layers
At the customer interaction layer, OmniX enables businesses to consolidate multiple channels—including voice, social media, website, email, and digital applications—into a single, unified platform, creating a frictionless omnichannel experience. This flagship solution has earned numerous international awards for its outstanding capability to support enterprises in building modern, agile Omnichannel Contact Centers.
At the knowledge and operational support layer, KnowX Hub standardizes, stores, and leverages enterprise knowledge base from a centralized repository. Meanwhile, AI Agent Mate serves as an intelligent co-pilot, assisting human staff with real-time information lookup, response suggestions, and operational task handling. Cultivating automated interactions further, CXBot expands 24/7 self-service capabilities across multiple touchpoints.
Harnessing Data-Driven Insights and Governance
To empower enterprises with deep customer understanding, InsightCI alongside advanced AI analytics tools translates interaction data into actionable insights regarding customer behavior, needs, and expectations. Simultaneously, QualityX facilitates automated conversation scoring and analysis to continuously refine service quality and management efficiency.
At the operational governance level, vCOC and WorkforceX provide real-time monitoring, workforce scheduling, and resource orchestration. This allows enterprises to maximize operational productivity and maintain consistent service quality at scale.
Furthermore, AI-DMS drives intelligent document digitization, management, and data extraction, building a robust digital foundation to support long-term enterprise growth and operations.
The Interconnected Power of the Ecosystem
The true differentiator of the Viettel Customer Service ecosystem lies not in its individual products, but in its ability to synchronize all components into a unified system. When data flows smoothly, knowledge is harnessed efficiently, AI is deeply integrated into daily operations, and every interaction is contextualized, businesses can successfully shift from managing disjointed touchpoints to seamlessly orchestrating the entire customer journey.
The strong interest shown by the business community at industry events throughout the past year underscores a growing demand for smart, AI-driven, and customer-centric service models. This momentum serves as a powerful catalyst for Viettel Customer Service to continuously innovate its CX ecosystem, empowering Vietnamese enterprises to sharpen their competitive edge in the digital era.
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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