As Circular 08 officially took effect, demand for biometric authentication support for Viettel subscribers surged across the entire system. In the context of a sudden spike in traffic over a short period, Viettel Customer Service (VCX) proactively activated operational and technological solutions to ensure continuous and stable customer support.
Increasing demand across the omnichannel system
Not only did demand increase in scale, but it also expanded simultaneously across multiple channels. In addition to voice hotlines, digital channels such as video calls, live chat, and social media also recorded rapid growth.
Notably, customer requests were no longer limited to general inquiries but shifted toward technical support scenarios such as biometric authentication, chip-based ID card (CCCD) scanning, application error handling, and assistance for specific customer segments.
This places higher requirements on the customer service system: not only in terms of reception capacity but also in its ability to process requests accurately and consistently across all channels.
Activating a flexible operating model combined with technology
Under increasing pressure, VCX has deployed a synchronized set of solutions combining technology and operations:
Standardizing and rapidly updating support scripts to ensure consistent handling across the entire system
Applying AI and automation to receive and process common requests, reducing load on call centers
Flexibly allocating resources by channel and time to ensure responsiveness during peak hours
Operating the OmniX platform to unify all interactions, enabling end-to-end tracking of the customer journey and optimizing processing efficiency
This approach allows the system to remain stable even during high traffic surges, while minimizing localized overload across individual channels.
From request handling to experience assurance
Beyond focusing on handling large volumes of requests, VCX aims to ensure a seamless customer experience throughout the entire authentication process. The combination of technology, data, and operational capability makes the support process more consistent, accessible, and suitable for diverse customer groups.
Ready to scale according to real demand
In the coming period, as authentication demand continues to remain high, VCX will closely monitor traffic fluctuations and flexibly adjust operational strategies. With its established technological foundation and operating model, VCX ensures scalability and sustained service quality during peak periods.
