With a legacy of over 20 years as Viettel’s Customer Service Center, the company has served over 120 million customers across Vietnam and 10 international markets. Its operations have demonstrated strong performance, handling more than 1 million customer interactions daily and generating 800,000 orders per month—the largest and most efficient customer service operation in Vietnam.

This capacity allows Viettel Customer Service to help partners optimize costs and manpower, especially during demand spikes, without the need to invest in infrastructure. Outsourcing customer service can help businesses save up to 40% in costs. By 2030, it is expected that 70% of organizations will outsource customer services to remain cost-efficient while managing fluctuating demands.

As part of a technology conglomerate, Viettel Customer Service focuses on enhancing customer experience through data analytics and behavior prediction, personalizing interactions using modern technologies such as AI, Big Data, AR/VR, and more—creating strong, lasting brand-consumer relationships.

At the launch event, Mr. Đỗ Minh Phương, Deputy CEO of Viettel Group, stated:
“Today, Viettel launches a new organization that is always ready to connect, proactively elevate customer experience, and initiate a new business domain. We aim to spread Viettel’s best values to customers across Vietnam and the world.
Viettel has done business in 10 countries—and now, it’s time for our customer service to be exported too. Viettel Customer Service will standardize operations to tailor services to international markets while retaining Viettel’s identity. We will build outsourcing capabilities to serve beyond Viettel, becoming a new growth driver for the Group.”

Under the slogan “More CX than ever”, Viettel Customer Service is committed to delivering differentiated value through service and technology.

In 2021, Viettel’s Customer Service Center (the company’s predecessor) won The Globee Awards and Stevie Awards (IBA) for excellence in customer care. In 2023, the Center received a customer service quality award from IDG Vietnam.

Viettel Customer Service Co., Ltd. was founded with the mission: To empower organizations and businesses in elevating customer experience. Its vision is to become Vietnam’s leading customer service technology company and expand globally.

Its ecosystem of services and solutions is built on the strategy:
Technology leadership – End-to-end service provision – Global reach

Key Customer Services:

• Customer Experience Consulting and Implementation
• Contact Center Outsourcing (BPO)
• Sales Growth Services (Upsell, Telesales)
• Customer Loyalty Services
• Brand Protection – Voice of Customer

Key Solutions and Software:

• OmniX – Unified omnichannel call center to enhance CX
• CXBot – Virtual AI agents for faster customer support
• InsightCI – Interaction analysis platform for customer insights and service optimization
• vCOC – Real-time customer service operations system
• KnowX Hub – Intelligent knowledge management for staff and customer support
• WorkforceX – Smart resource management for contact center efficiency
• ReputaX – AI-powered brand reputation monitoring and management tool