Southern Power & Viettel Customer Service: Aligning Visions to Open New Collaboration Opportunities

The working session provided an opportunity for both sides to connect on their visions, development directions, and explore opportunities for cooperation in the field of customer service.

On the afternoon of August 11, 2025, at the Viettel Customer Service headquarters, the delegation from Southern Power Corporation (EVNSPC) conducted a visit and working session within the framework of the digital transformation cooperation program between EVN and Viettel.

The meeting served as an occasion for both parties to align their visions, discuss development orientations, and seek potential collaboration in customer service. Representatives from EVNSPC and Viettel Customer Service exchanged in-depth insights regarding needs, challenges, and technological solutions that could be applied in the forthcoming period.

During the session, Mr. Bùi Quốc Hoan, Deputy General Director of Business at EVNSPC, emphasized: “EVN’s orientation is to accelerate digital transformation in customer service, placing the customer at the center (customer-centric), and continuously innovating to enhance service quality.” He also commended Viettel Customer Service as an experienced unit with a proven record of implementing modern and efficient customer service systems both in Vietnam and in multiple international markets.

Drawing from practical operations, Mr. Hoan shared the challenges in personalizing customer experiences and the shift of user feedback behavior from traditional channels to social media platforms. In response, Viettel Customer Service introduced its ecosystem of products, services, and advanced technological solutions, including the OmniX unified multi-channel call center, the vCOC customer service operation system, and the Voice of Customer service, all aimed at optimizing comprehensive customer care processes.

As part of the program, the EVNSPC delegation also toured various departments and the vCOC Operations Center, directly experiencing demos of features and technologies currently deployed by Viettel Customer Service.

Concluding the session, EVNSPC representatives expressed their desire to strengthen long-term cooperation with Viettel Customer Service in digital transformation projects for customer service, with the aim of enhancing service quality and customer experience in the electricity sector, contributing to EVN’s overarching goal of comprehensive digital transformation.