[Viettel Family] Viettel Customer Service Officially Launched

On March 27, 2025, Viettel Customer Service officially launched, marking a transformative milestone in Viettel’s customer service strategy both in Vietnam and globally.

Viettel Customer Service was built on a 20-year journey of continuous improvement in the customer service field. In 2004, Viettel established the Customer Response Center, which steadily expanded and upgraded in the following years. Key milestones included the launch of call center operations and telesales, as well as extending services to international markets. By 2022, the Customer Service Center was established, and in 2025, Viettel Customer Service was launched with a new mission: to accompany businesses in elevating user experiences.

The launch event, themed “More CX Than Ever,” reflects the company’s strategic vision. Beyond providing support, Viettel Customer Service aims to design superior customer journeys. Advanced technologies such as artificial intelligence, big data, augmented reality, and virtual reality are applied to personalize interactions in real time, ensuring convenience, speed, and relevance for each user.

Viettel Customer Service offers a rich ecosystem of services, including outsourced call centers, BPO, upselling, warranty, loyalty programs, VIP customer care, customer feedback listening, and specialized CX solutions. This is supported by leading technology platforms such as OmniX (omnichannel contact system), CXBot (virtual assistant), ReputaX (reputation management tool), and InsightCI (customer interaction analytics platform).

At the ceremony, Viettel Group Deputy General Director Do Minh Phuong emphasized:
"Today, we are not witnessing the birth of a unit that simply listens, responds, and ends the interaction. We are launching an organization that is always ready to connect, proactively create, and elevate customer experiences, a new business sector spreading the best values not only in Vietnam but also globally."

The Group’s Deputy General Director also assigned Viettel Customer Service five key missions, including establishing customer service as a new standard in the service industry in Vietnam. Services must not only meet requirements but also exceed expectations, building trust and positive emotional connections with customers. In addition, Viettel Customer Service will leverage technology to create a competitive advantage. The company must lead and specialize in technology. Solutions based on AI, big data, and automation will support proactive analysis, forecasting, and customer service.

Viettel Customer Service must also develop a comprehensive service ecosystem for business clients. The company needs to utilize data to deliver personalized experiences, with flexible business models such as full-package solutions or platform-as-a-service offerings.

The fourth mission is to expand capabilities internationally. Viettel Customer Service must standardize its systems to adapt appropriately to the culture, language, and development level of each country.

Finally, building a strong and cohesive organization is essential. Building on two decades of development alongside Viettel, Viettel Customer Service needs to continue inheriting the foundation while embracing innovation.

An outward-looking mindset and the pioneering spirit to explore new business spaces will drive breakthrough growth. The goal is for Viettel Customer Service to achieve USD 100 million in revenue by 2030.

Director Nguyen Tien Dung shared the development journey of Viettel Customer Service. From its early days as a simple feedback-receiving unit, it has now become a pioneering organization shaping customer experiences. Representatives of Viettel Customer Service also introduced future breakthrough directions, particularly the application of technology to enhance service quality for customers.

The launch ceremony was designed as a modern CX journey. The experience began with AR invitations, pre-event doorgifts, and personalized welcomes in the lobby. Presentations incorporated 3D mapping technology combined with creative artistry to convey a consistent message throughout: Viettel Customer Service – more than just customer service, it is an exceptional customer experience.