OmniX, the Omnichannel Contact Center Platform developed by Viettel Customer Service and built on a Contact Center as a Service (CCaaS) architecture, has received the Silver Winner award and been named Best of Category in the Best Contact Center as a Service (CCaaS) Solution category at the Globee Awards for Technology 2026.
The recognition reflects Viettel Customer Service's ongoing commitment to developing a platform shaped by real-world customer service operations. Every capability within OmniX is designed to help businesses centralize customer interactions, improve operational efficiency, and deliver a more seamless customer experience.
Built to Unify the Customer Experience
Today's businesses engage customers across an ever-growing number of channels, including voice, email, websites, chatbots, social media, and messaging applications. Yet when these channels operate independently, customer data becomes fragmented, interaction histories are disconnected, and service agents spend valuable time searching for information across multiple systems.
This growing complexity has created the need for a platform capable of bringing every customer touchpoint together within a single environment.
That vision led Viettel Customer Service to develop OmniX, an Omnichannel Contact Center Platform that enables businesses to manage voice calls, chatbots, live chat, email, Facebook, Zalo, and other digital communication channels through one unified interface.
By consolidating customer interactions into a single platform, OmniX preserves the entire customer journey within one continuous context. Even when customers switch between channels, businesses retain complete visibility into previous interactions, reducing the need for customers to repeat information while enabling faster and more accurate support.
AI That Powers Smarter Operations
Built on a cloud-native, multi-tenant Contact Center as a Service (CCaaS) architecture, OmniX allows organizations to deploy rapidly, scale flexibly, and optimize operational costs.
Beyond omnichannel integration, artificial intelligence is embedded throughout the platform. AI-powered Callbots and Chatbots automate repetitive, high-volume interactions, while real-time AI analytics provide agents with actionable insights that support faster and more informed decision-making.
OmniX also helps businesses move beyond reactive customer service toward proactive operations. The platform continuously monitors operational data, detects anomalies at an early stage, and automatically initiates appropriate response workflows before issues significantly affect customer experience.
Developed Through Real Operational Experience
One of OmniX's defining strengths is that it was developed from Viettel Customer Service's own operational experience rather than from technology concepts alone.
Today, OmniX supports large-scale customer service operations for more than 120 million customers, processing over 1.2 million customer interactions every day. Continuous deployment in real production environments enables the development team to continuously refine the platform based on practical business requirements and customer needs.
According to operational results, approximately 30% of customer interactions are now automated with high accuracy. The platform can proactively identify up to 75% of service issues before customers become aware of them, helping reduce complaints while improving service quality.
Customer experience metrics further demonstrate the platform's effectiveness, with a Customer Satisfaction Score (CSAT) of 93.17% and a First Contact Resolution (FCR) rate of 99.30%.
For Viettel Customer Service, OmniX is more than an Omnichannel Contact Center Platform. It is designed to bring together customer data, artificial intelligence, and operational workflows within a single intelligent platform.
Recognition at the Globee Awards for Technology serves as an important milestone and motivates the team to continue expanding OmniX with more advanced AI capabilities and data analytics features that address the evolving needs of modern enterprises.
Looking ahead, Viettel Customer Service will continue enhancing OmniX as an Omnichannel Contact Center Platform, enabling organizations to optimize customer service operations, improve operational efficiency, and deliver increasingly seamless customer experiences throughout the customer journey.
From an Omnichannel Contact Center to an Integrated Platform
Many organizations still operate customer service across disconnected systems. Voice calls, email, live chat, and social media are often managed independently, resulting in fragmented customer data, incomplete interaction histories, and limited visibility into the overall customer journey.
OmniX addresses these challenges through an Omnichannel Contact Center Platform. Rather than managing each communication channel separately, the platform brings together voice, chatbots, live chat, email, Facebook, Zalo, and other digital channels within a single unified system.
As a result, every customer interaction is synchronized into one continuous context. Regardless of which communication channel customers choose, businesses maintain a complete view of their journey, eliminating repetitive information requests while delivering a consistent customer experience.
Built on a cloud-native, multi-tenant Contact Center as a Service (CCaaS) architecture, OmniX enables rapid deployment, elastic scalability, and cost-efficient operations through a service-based delivery model.
Beyond unifying communication channels, OmniX integrates artificial intelligence directly into daily contact center operations.
Callbots and Chatbots automate repetitive customer interactions at scale, while AI-powered analytics deliver real-time recommendations and contextual insights that help service representatives resolve customer requests more efficiently and accurately.
More importantly, AI enables OmniX to support proactive customer service. Instead of waiting for customers to report issues, the platform continuously analyzes operational data, detects abnormal patterns early, and automatically launches predefined response workflows.
This approach transforms the contact center from a reactive support function into a proactive operation focused on continuously optimizing customer experience.
Turning Data into Action
One of OmniX's core capabilities is transforming operational data into actionable intelligence.
The platform incorporates Deep Analytics, enabling organizations to understand customer behavior, evaluate the effectiveness of each communication channel, identify root causes of service issues, and anticipate future customer needs.
Rather than serving only reporting purposes, these insights are used to optimize workforce allocation, improve operational processes, and continuously enhance customer journeys through a closed-loop cycle:
Data → Insight → Action → Optimization
This continuous improvement model enables contact centers to increase operational efficiency while consistently delivering better customer experiences.
Built on Operational Expertise
Unlike many technology-first platforms, OmniX has evolved from Viettel Customer Service's extensive experience operating customer service at scale.
Today, the platform supports more than 120 million customers and processes over 1.2 million interactions daily across multiple markets. The demanding requirements of real-world operations—including reliability, scalability, and operational efficiency—have shaped every stage of OmniX's development.
Deployment results show that approximately 30% of customer interactions are automated with high accuracy, while the platform proactively detects up to 75% of service issues before customers notice them, reducing complaints and improving service quality.
Customer experience metrics also remain consistently high, with a CSAT score of 93.17% and an FCR rate of 99.30%.
These results demonstrate how combining an Omnichannel Contact Center Platform, artificial intelligence, and advanced analytics enables organizations to improve both operational performance and customer experience.
Receiving the Silver Winner award and Best of Category recognition in the Best Contact Center as a Service (CCaaS) Solution category marks another important milestone for OmniX.
The recognition highlights not only the platform's technological innovation but also the direction of modern contact centers—bringing together omnichannel communications, cloud-native architecture, artificial intelligence, and data-driven operations to deliver superior customer experiences.
Moving forward, Viettel Customer Service will continue expanding OmniX's AI and analytics capabilities, further strengthening the Omnichannel Contact Center Platform to help enterprises optimize operations and deliver increasingly intelligent, seamless customer experiences.
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
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Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
