• Connect with customers on a single, unified platform that integrates popular communication channels including voice, email, live chat, Facebook, Zalo, and more.
• A centralized interface allows agents to manage all interactions effortlessly.

Store and identify customers across multiple channels with ease. The system automatically recognizes returning customers and enables personalized customer engagement based on interaction history

Automatically distribute and route calls based on agent skills, teams, or customer priority. This intelligent routing optimizes workforce utilization and reduces customer response time

Record all inbound and outbound calls to ensure transparency and service quality. Supervisors can monitor live interactions, review call recordings, and evaluate agent performance effectively

Generate detailed reports by channel, agent, or time period. Real-time dashboards provide key insights that empower managers to make quick and accurate business decisions

• Easily integrate with enterprise systems such as CRM, ERP, or internal business applications through open APIs. Strengthen data connectivity and automate internal workflows across departments.
• Integrate chatbots and callbots to automate repetitive tasks, support customers 24/7, and reduce the workload for live agents, enhance responsiveness and improve customer experience

Tailor features, workflows, and integrations to meet each enterprise’s specific needs. The platform scales flexibly to support businesses of any size or industry

• Deliver a seamless and consistent experience across all communication channels – voice, chat, email, and social media.
• Helps businesses respond faster and personalize customer interactions effectively

Automating call routing, customer identification, and service handling helps reduce manual workload for agents, optimize resources, and lower operational costs.

• Real-time reports and in-depth analytics help monitor performance and service quality.
• Enable managers to make faster, more accurate, and effective business decisions.

• Integrate easily with CRM, ERP, and other enterprise systems via open APIs.
• Allow flexible customization and system expansion to meet the specific needs and scale of each organization.

• The software system complies with Viettel’s internal Quality Management Framework before deployment to customers.
• Viettel CX Cloud is certified for Level 3 Information Security, with all customer data is encrypted and hosted in Viettel IDC Tier III data centers, which are certified under ISO 27001 for information security and ISO 9001 for quality management, ensuring data protection and system reliability

• Enable supervisors to monitor, evaluate, and coach agents in real time.
• Enhance productivity, motivation, and overall service quality across the contact center.