Viettel Customer Service becomes the first company in Vietnam to be honored at the ICXA

Viettel Customer Service becomes the first company in Vietnam to be honored at the International Customer Experience Awards (ICXA).

The International Customer Experience Awards (ICXA) is an annual award organized by Awards International since 2018, recognizing outstanding initiatives in the field of Customer Experience (CX). This year’s awards attracted the participation of major technology companies such as Vodafone, Accenture, Lenovo, Samsung, and others.

Viettel Customer Service won the Silver Award in the category Best Contact Center – 2025. This is one of the most important and long-standing categories of the ICXA. Contact centers are the “interface” that directly influences customer experience in telecommunications and digital service industries.

Viettel Customer Service’s high overall ranking at ICXA 2025 marks an important milestone in its journey of “Elevating customer experience through creative technology,” while also affirming the position of Vietnamese enterprises on the global CX map.

In the Best Contact Center category, Viettel was highly praised for redefining the role of the contact center: transforming it from a traditional reception and response system into a proactive Customer Experience Center, combining people, technology, and data to anticipate needs, resolve issues before they arise, and deliver the best possible experience.

Currently, Viettel operates a system of more than 4,000 contact center agents nationwide and leads the CX field with advanced platforms and technological solutions. The OmniX platform – a multi-channel contact center solution – monitors every customer interaction channel, including calls, chats, social networks, and OTT applications on a single interface. This allows agents to grasp the full communication history and context of each issue. Customers are served in a consistent, seamless, and personalized way – far beyond the traditional “answer-and-call” model.

In addition, Viettel integrates AI Callbots/Chatbots, AI emotion analysis, intelligent routing, and a real-time Customer Operations Center (vCOC). These technologies automatically detect anomalies in call volume and service quality, helping optimize workforce allocation, increase response speed, and maintain high-quality customer interactions.

Thanks to these technological advantages, Viettel Customer Service’s contact center achieved outstanding results: a 30% increase in productivity, a 10% reduction in service time, and a 20% decrease in complaint rates.

Mr. Nguyen Tien Dung, Director of Viettel Customer Service Company, shared: “Becoming the first representative of Vietnam to be honored at ICXA 2025 is a testament to the creativity and deep customer understanding of the Vietnamese people in the customer service field. With over two decades of listening to customers with our hearts, we believe that a business can only be truly successful and sustainable when it delivers a journey where customers feel happy at every touchpoint.”

Officially launched in early 2025 and inheriting 20 years of experience from Viettel’s Customer Service Center, Viettel Customer Service is a customer service technology company that provides end-to-end services: from consulting and design to providing solutions, software, and human resources, helping to enhance customer experience through technology and create lasting connections between brands and consumers.

With its modern operating model and strong technological capacity, Viettel Customer Service maintains top-tier performance in Southeast Asia and continues to affirm the position of Vietnamese enterprises in the customer experience field.