The first Vietnamese enterprise to win an international award for customer experience

Recently, Viettel Customer Service Company - a member of the Military Industry - Telecommunications Group (Viettel) became the first enterprise in Vietnam to be honored at the International Customer Experience Awards (ICXA).

ICXA is an annual award organized by Awards International since 2018, honoring outstanding initiatives in the field of Customer Experience (CX). This year's award has the participation of large technology enterprises such as Vodafond, Accenture, Lenovo, Samsung,...

Viettel Customer Service won the Silver Award in the Best Contact Center category - Best Customer Care Call Center 2025. This is one of the most important and long-standing categories of ICXA. The customer care call center is the "interface" that directly affects the customer experience in the fields of telecommunications and digital services.

Viettel receives the International Customer Experience Award at ICXA 2025.png

Viettel Customer Service's high overall ranking at ICXA 2025 marks an important step forward in the journey of "Enhancing customer experience with innovative technology" and affirms the position of Vietnamese enterprises on the global CX industry map.

In the Best Contact Center category, Viettel was highly appreciated for its model of redefining the role of the Call Center: From a traditional reception and response system to a proactive Customer Experience Center, combining people - technology - data to predict needs, handle problems before they arise and bring the best experience.

Viettel currently operates a system with more than 4,000 call centers nationwide and leading technology platforms and solutions in CX. The OmniX platform - Multi-channel call center helps track all channels of interaction with customers such as calls, chats, social networks, OTT applications on a single interface, helping call centers grasp the entire communication history and problem context. Customers are served consistently, seamlessly and personalized beyond the normal "listening - calling" scope of the call center.

In addition, Viettel integrates AI Callbot/Chatbot, AI sentiment analysis, smart streaming, and real-time customer service operating system (vCOC). These technologies automatically detect abnormalities in traffic and service quality, helping to optimize personnel coordination, improve response speed and control the quality of customer interactions.

Thanks to technological advantages, Viettel Customer Service's call center has achieved outstanding efficiency, increasing processing productivity by 30%, shortening service time by 10% and reducing complaint rate by 20%.

Mr. Nguyen Tien Dung - Director of Viettel Customer Service Company shared: “Becoming the first representative of Vietnam to be honored at ICXA 2025 is a testament to the creativity and understanding of Vietnamese people in the field of customer service. With more than two decades of listening to customers with our hearts, we believe that a business is only truly successful and sustainable when it brings an experience journey where customers feel happy at every touchpoint."

Officially launched in early 2025, inheriting 20 years of experience from Viettel Customer Service Center, Viettel Customer Service is a customer service technology company, providing full-service process: from consulting, design, to providing solutions, software and human resources, helping to improve customer experience with technology, creating sustainable connections between brands and consumers.

With a modern operating model and strong technological capabilities, Viettel Customer Service maintains its efficiency among the leading groups in Southeast Asia and continues to affirm the position of Vietnamese enterprises in the field of customer experience./.

Viettel Customer Service's service and solution ecosystem is built on the strategy: Pioneering in technology, providing comprehensive services, reaching out internationally.

Customer services include:

- Consulting service, implementing real-life customer experience - Customer Experience

- Contact Center Outsourcing, BPO services

- Upsale service

- Loyalty customer service

Solutions and software include:

- Unified multi-channel switchboard, enhancing customer experience – OmniX

- Virtual AI call center agent, speed up customer support - CXBot

- Interactive analytics platform to understand customers more deeply, optimize better services - InsightCI

- Real-time customer service operating system - vCOC

- Smart knowledge management center, supporting employees & customers - KnowX Hub

- Smart resource management system, optimizing call center performance - WorkforceX