Hanoi (VNA) – Viettel Military Industry and Telecoms Group (Viettel) on March 27 launched its new subsidiary, Viettel Customer Service Co., Ltd, marking a significant move into the customer service market, which is projected to reach nearly 650 billion USD by 2030.
Viettel Customer Service is a technology company focused on customer services, offering end-to-end solutions including consulting, design, software development, and human resources. The company aims to enhance customer experience through technology, creating sustainable connections between brands and consumers.
Addressing the launching, Do Minh Phuong, Deputy General Director of Viettel Group, emphasised that Viettel Customer Service was established with the mission to help organisations and businesses elevate their customer experiences.
The company’s vision is to become the leading customer service technology company in Vietnam and expand internationally. Its ecosystem of services and solutions is built on the strategy of being a technology pioneer, offering end-to-end services, and expanding globally, he said.
The company provides a range of offerings, including consulting services, implementing real-world customer experience strategies (Customer Experience); upselling and telesales services; customer loyalty services; and brand protection through the Voice of Customer programme. It also offers several solutions and software, such as a multi-channel unified call centre solution for enhancing customer experience – OmniX; and AI virtual call centre agents for accelerating customer support – CXBot.
Viettel Customer Service will focus on enhancing customer experiences, data analysis, and predicting behaviours to personalise interactions, using cutting-edge technologies such as AI, Big Data, and AR/VR. The company is committed to building lasting connections between brands and consumers.
Phuong affirmed that Viettel is ready to proactively connect, create, and elevate customer experiences, launching a new business sector and spreading the positive values of Viettel to organisations not only in Vietnam but also around the world.
Viettel has maintained its business operations in 10 countries, and its customer service sector aims to expand globally under the motto "More CX than ever." Viettel Customer Service is committed to delivering a differentiated value in service and technology, stated Phuong.
The predecessor of Viettel Customer Service was Viettel’s Customer Service Centre, which has over 20 years of experience serving more than 120 million customers in Vietnam and 10 foreign markets. The services have proven effective, with the capacity of serving over 1 million customers per day and processing 800,000 orders per month. This is currently the largest and most efficient service capacity in Vietnam. This capability helps optimise costs and human resources for partners, meeting customer service demands during peak periods while avoiding the expense of maintaining infrastructure. By outsourcing customer services, organisations and businesses can save up to 40% in costs./.
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