WorkforceX
WorkforceX is a specialized workforce management system for contact centers that automates scheduling, staffing assignments, performance monitoring, and resource optimization based on real operational needs.
By applying AI and data analytics for forecasting and dynamic workforce allocation, the system ensures agile staff management and consistently maintains the highest standards of customer service quality.
WorkforceX is a specialized workforce management system for contact centers, leveraging advanced technologies such as AI, Machine Learning, Data Analytics, Workflow Automation, and Real-time Monitoring. The platform automates scheduling and optimal staffing assignments, tracks performance in real time, analyzes workload, and accurately forecasts workforce demand based on historical data.
With its AI-driven resource optimization model, WorkforceX enables businesses to manage staffing with greater agility, reduce operational costs, enhance contact center productivity, and consistently maintain the highest levels of customer service quality.
CUSTOMER SERVICE RESOURCE MANAGEMENT SYSTEM
Intelligent Resource Management
for High-Performance Contact Centers
Automatically schedule and assign personnel
Optimize shift planning and task allocation based on skills, experience, and workload
Performance Monitoring
and Management
Track the number of calls/tickets handled, average handling time, and customer satisfaction levels
Customer Demand Forecasting with AI/ML
Predict call/ticket volumes by peak hours, seasonal trends, and patterns with AI/ Machine learning
Flexible Workforce Management
Automatically align schedules with real-time demand to prevent staffing shortages or excess
Smart
Workforce Optimization
Allocate the right people at the right time and with the right skills, reducing waste while maximizing contact center efficiency.
Higher Performance & Service Quality
Real-time monitoring and analytics enhance agent productivity and continuously improve customer satisfaction.
Simplified Management, Time Savings
Automated scheduling and workforce allocation reduce manual effort and streamline operational management.
Agility in a Changing Environment
Dynamically adjust resources based on real demand, staying resilient during peak hours, seasonal spikes, and sudden changes.
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
WorkforceX is designed with flexibility to support a wide range of operational models, especially organizations that require large-scale or complex workforce management. Specifically:
Customer Service Call Centers:
WorkforceX helps optimize shift scheduling, monitor real-time performance, and manage employee KPIs, ensuring stable operations and minimizing understaffing or overload during peak hours.Technical Support Centers (Helpdesk):
The system enables teams to track SLAs, distribute workloads efficiently, and leverage forecasting tools to maintain high service quality across all support requests.Businesses with large CS teams or multiple branches:
WorkforceX is ideal for organizations that need centralized workforce management, standardized processes, and consistent performance across multiple departments or locations.
It provides transparency, improves operational consistency, and supports data-driven decision-making.
Yes. WorkforceX supports open APIs, allowing seamless integration with widely used platforms such as Salesforce, Zendesk, HubSpot, SAP, as well as internal CRM/ERP systems.
This integration capability enables businesses to:
Synchronize data across departments
Reduce manual data entry
Maintain streamlined workflows
Enhance employee efficiency in handling customer requests
As a result, organizations can build a unified and highly efficient operational ecosystem.
The AI engine in WorkforceX utilizes multiple data sources to deliver accurate and actionable forecasts, including:
Historical call or ticket volumes by day, week, and season
Seasonal patterns, recurring peak periods throughout the year
Real-time fluctuations, such as system incidents, marketing campaigns, or market changes
By combining these data points with advanced predictive modeling, AI can estimate the expected volume of customer support requests, especially during peak hours—helping businesses proactively allocate staff and maintain consistent service quality.
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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