InsightCI
The system quickly analyzes, identifies, and warns of problems with the business's customer service in each conversation, interaction, and customer's emotions when contacting the business.
InsightCI helps businesses better understand customers through analyzing and evaluating the quality of interactions in the care journey. With InsightCI, businesses can promptly grasp the needs, emotions and experiences of customers, thereby improving services, increasing satisfaction and building sustainable relationships.
Not only monitoring, Insight also provides a comprehensive view of the quality of customer care, supporting businesses to make accurate decisions, optimize resources and retain customers effectively in a competitive business environment.
CUSTOMER INTERACTION MANAGEMENT & ANALYTICS PLATFORM
Transforming customer insight into better service performance.
Customer Interaction
Management & Analytics
Capture and analyze data from calls, chats, and emails
Identify customer emotions
Analyze topics and root causes behind complaints
Customer Service
Quality Management
Real-time monitoring of agent performance
Early alerts for potential service quality risks
Script compliance and service process evaluation
Analytics & Reporting
Real-time dashboards across multiple management levels
Scheduled and customizable reporting
Trend analysis and service performance forecasting
Integration with Other Systems
Integrate with CRM to access customer information
Connect with call centers and communication channels
Open API for integration with analytics or BI platforms
Fast Reaction
Receive real-time warnings for customer frustrations or emerging service issues
Optimize Operational Processes
Automatically analyze thousands of calls and messages instead of manual processing by staff.
Deeply Understand Customer Needs & Behavior
Develop better products/services and enhance the customer experience.
Data-Driven Service Quality Improvement
Conduct detailed performance evaluations of employees and departments based on actual KPIs.
Increase Customer Retention
Reduce churn and boost long-term revenue
Leverage Advanced Technology
Applying AI and natural language/voice analysis to detect customer emotions in calls and messages.
What our clients say
Viettel Customer Service consistently delivers services in full compliance with our requirements, fulfills all agreed-upon commitments, and meets the expected scope of work.
Epass - VDTC
We highly value the current services provided by Viettel Customer Service. Moving forward, both parties will continue to work more closely together to further enhance the effectiveness of our collaboration.
Unitel - Laos
We have chosen to use Viettel Customer Service’s customer experience consulting and customer care services. We look forward to continuing our collaboration in the time ahead to implement more in-depth initiatives.
Vietnam National Children's Hospital
Viettel Customer Service consistently delivers fast response times. Going forward, both sides will continue to work closely and enhance coordination to maintain efficiency, especially during peak periods.
Tendoo
The Viettel Customer Service team exemplifies the standards of modern customer care through their professionalism and service quality. We highly value their dedication, proactive support, and unwavering focus on prioritizing customers’ interests.
Viettel Media
Viettel Customer Service demonstrates outstanding performance and a high level of professionalism. We have full confidence in the quality of their services and are ready to recommend Viettel Customer Service to other markets.
Halotel - Tazania
Explore our solution easily with this list of frequently asked questions
InsightCI can collect and analyze data from multiple communication channels, giving businesses a comprehensive understanding of customer sentiment and behavior. The supported channels include:
Call Center / Voice Calls: analyzing call content, sentiment, keywords, and recurring issues.
Live Chat and Email: evaluating conversation quality, customer satisfaction, and response efficiency.
Social Media (Facebook, Zalo, etc.): monitoring comments, messages, negative mentions, and public sentiment trends.
CRM systems or other platforms: via API integration, ensuring synchronized and unified analytics across all systems.
This multi-channel capability provides a holistic view of the customer journey and enables accurate, data-driven insights.
Yes. InsightCI offers a real-time, interactive dashboard displaying customer service metrics instantly through charts, graphs, and intelligent alerts.
Managers can:
Monitor service quality at any moment
Track call volume, tickets, and customer feedback trends
Detect anomalies or issues within seconds
This empowers businesses to make faster decisions, optimize operations, and improve customer experience continuously.
InsightCI uses AI-driven voice analytics and Natural Language Processing (NLP) to identify customer emotions in both calls and text messages.
It evaluates factors such as:
Tone and pitch of voice
Conversation pace
Emotion-related keywords
Context and stress indicators
Based on these signals, the system classifies emotions such as satisfied, neutral, stressed, or upset, and instantly alerts supervisors when negative sentiment is detected.
This enables businesses to intervene early and enhance customer satisfaction proactively.
Accompanying you to improve customer experience
Beyond being a pioneer in customer experience, we connect with our customers through innovative technology and heartfelt understanding
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