vCOC
Smart operations platform helps manage the entire customer service operations process, from task allocation, activity monitoring to performance evaluation.
It is an intelligent operating platform that helps manage the entire customer service operation process, from task allocation, activity monitoring to performance evaluation.
With the ability to monitor and operate in real time on an intuitive interface, the platform helps optimize resources, minimize risks and improve service quality.
CUSTOMER SERVICE OPERATIONS MANAGEMENT SYSTEM
Real-time smart management system
for customer service operation
End-to-End Monitoring
Real-time monitoring of operational performance and KPIs across all customer service channels, from intake to resolution.
Enables proactive quality control, workload forecasting, and optimization of processes, resources, and costs.
Early Issue Identification
Tự động nhận diện xu hướng, rủi ro và bất thường trong dịch vụ theo từng khách hàng và từng điểm chạm.
Cho phép doanh nghiệp kịp thời phát hiện vấn đề trước khi ảnh hưởng đến trải nghiệm khách hàng.
Orchestrated Response
Coordinates issue handling through structured workflows with clear ownership and escalation levels.
Built-in alerts and tracking ensure timely resolution and consistent service delivery in line with SLA commitments.
Effective Monitoring & Operations
Real-time tracking of contact center performance, traffic, and interaction quality. Enables timely coordination and ensures stable operations across all channels.
Risk Mitigation & Brand Protection
Early detection of service issues and negative signals across customer touchpoints. Timely alerts help prevent escalation and safeguard brand reputation.
Cost & Resource Optimization
Automated workforce monitoring and allocation based on real demand. Reduces operating costs, minimizes inefficiencies, and shortens handling time.
Enhance Customer Experience
Continuous monitoring of service quality and customer feedback across all touchpoints. Enables faster, more proactive, and more consistent customer care.
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
Yes. vCOC is equipped with automated data analytics powered by intelligent algorithms and real-time inputs collected across multiple channels.
The system not only consolidates raw data but also detects anomalies, issues early warnings, and recommends appropriate handling actions for each situation.
This enables managers to make fast, accurate, and data-driven decisions, enhancing operational efficiency and improving customer experience.
Yes. vCOC supports flexible integration with most of the key communication channels used by businesses, including Call Center systems, Email, Chat platforms, CRM systems, and Social Media.
Multi-channel integration allows organizations to centralize monitoring, unify data across departments, and ensure consistent issue resolution without information gaps.
This creates a seamless customer experience and increases the overall effectiveness of customer service operations.
Yes. vCOC provides a comprehensive real-time monitoring dashboard that allows managers to simultaneously track all customer interaction channels including call center (voice call), chat (live chat, chatbot), email, and social media (Facebook, Zalo, Instagram, etc.).
The system displays:
Number of calls/messages/emails being handled on each channel
Average customer wait time
Response and resolution rates
Individual agent performance across channels
Real-time alerts when issues occur (overload, high wait times, etc.)
This provides managers with a comprehensive view of customer service operations and enables effective resource allocation.
Accompanying you to improve customer experience
Beyond being a pioneer in customer experience, we connect with our customers through innovative technology and heartfelt understanding
![[Vietnamplus] Customer experience is becoming a key competitive advantage for Vietnamese businesses.](/cms/api/v1/public/files/view/viettel04122-17648441689041856561249-EY9iuZlr.jpg)
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