The OmniX Contact Center platform, developed by Viettel Customer Service (VCX), has officially been put into operation at the Hanoi Tax Department. The solution connects the Tax Department’s contact center with 25 local tax offices, helping improve the efficiency of receiving and handling inquiries while delivering a more convenient and consistent experience for individuals and businesses.
A centralized contact point for greater convenience
With a single contact number, taxpayers can reach the Hanoi Tax Department for guidance and answers to matters within the authority of the tax administration, without having to search for multiple contact points. Inquiries are handled consistently across the city, regardless of the administrative area where the issue arises.
Automated routing and end-to-end tracking
Once received, each taxpayer inquiry is automatically routed by the system to the appropriate department or specialized unit. The entire process is managed through a standardized workflow of Receiving – Routing – Resolution – Monitoring, enabling the Tax Department to track progress and oversee the handling of each inquiry while minimizing missed requests and the need to contact multiple points of service.
Centralized management allows the Tax Department to maintain visibility throughout the entire process, from the initial receipt of an inquiry to its completion. This helps strengthen the accountability of handling units, enhance monitoring capabilities, and provide a basis for evaluating the quality of services delivered to taxpayers.
Looking ahead, the system is expected to evolve toward a multi-channel support model, gradually integrating artificial intelligence (AI), building a shared data repository, and standardizing frequently asked questions and answers. These capabilities will provide a foundation for greater automation, support staff in the handling process, and further improve the quality of services provided to taxpayers.
The deployment of OmniX not only contributes to modernizing the Tax Department’s processes for receiving and interacting with taxpayers, but also expands its ability to serve individuals and businesses through digital channels.
This deployment also demonstrates Viettel Customer Service’s capability to deliver contact center solutions and technology applications tailored to the specific needs of different sectors and industries, with the goal of enhancing service quality and customer experience comprehensively.
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).
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Contact Information:
Hotline: 1800 9397 / Email: dvkh@viettel.com.vn
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Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
