Viettel Customer Service “Go Global”: From Vietnam to the World

Viettel Customer Service expands internationally with a customer experience consulting project for Unitel - Laos’ No.1 telecom operator and a member Viettel Global

This marks a significant milestone in Viettel Customer Service’s “Go Global” journey, signaling its transformation from a pioneering customer service provider in Vietnam into a regional CX consulting partner. Beyond a business collaboration, the project demonstrates competitive capability, international mindset, and the aspiration to bring Vietnamese values to the world.

From Local Experience to International Standards

With more than 2 decades of experience partnering with enterprises and serving millions of domestic customers, Viettel Customer Service has built a comprehensive solution ecosystem that integrates people, technology, and data, placing customer experience at the core.

Building on this foundation, the collaboration with Unitel is implemented around four strategic pillars:

• CX Strategy Consulting: Developing vision, operating models, and customer experience strategies tailored to the Lao market and culture.

• Personalized Customer Journey Design: Optimizing the entire process—from outreach and interaction to after-sales care—so that every touchpoint delivers closeness and differentiation.

• Application of Advanced Technologies: Integrating digital platforms, AI, Big Data, and automation to enhance operational efficiency and customer satisfaction.

• Service Culture Transformation: Spreading a “Customer-Centric” mindset, positioning customers at the heart of all activities and viewing technology as a tool to better serve people.

Affirming a Pioneering Position - Expanding Regional Influence

The project in Laos represents a strategic step for Viettel Customer Service in delivering comprehensive CX services from strategy consulting and journey design to technology deployment and workforce training. It also serves as a launchpad for expansion into other Viettel Global markets such as Cambodia, Myanmar, Mozambique, and beyond, aiming to build a Viettel customer experience ecosystem with international reach.

Viettel Customer Service’s “Go Global” journey embodies the spirit of “Make in Viettel - Make for Global”: developing technology, solutions, and knowledge in Vietnam to bring to the world.
With strong ambition and proven capabilities, Viettel Customer Service remains steadfast in its mission to “Elevate customer experience through innovative technology - for people and human-centered values.”