The concept of Contact Center is being mentioned more and more. In Vietnam, this Contact Center service has had a sudden development according to the development of infrastructure and telecommunications services, the demand for customer care centers in Vietnam is considered to be very potential. , from service providers, banks, insurance companies, to small and medium enterprises.

Xây dựng và triển khai hệ thống Contact Center

Xây dựng và triển khai hệ thống Contact Center


A Customer Care Center usually includes a full range of components: a switchboard that acts as a gateway to connect to the public network and receive calls from customers, an IVR voice interaction system, a multimedia routing system. facility, call monitoring recording system and auxiliary equipment (telephone, computer, headset) of the operator. Application servers (email, web, SMS, CRM), or customer databases can also be integrated with the call center, allowing calls to be routed more flexibly and intelligently.
Businesses can also rent service numbers such as 1900xxxx, or 1800xxxx from VTN service providers for their systems.
Most Contact Center solutions in Vietnam are products of foreign companies, provided through a system of partners in Vietnam. Each company has its own solutions based on its strengths.


To successfully build a complete and professional Contact Center system, it requires investment in many factors, in which attention should be paid to:

System capacity

The number of agents is always the first question that businesses need to consider. Some carriers make claims that their systems can support tens of thousands of operators. However, in reality, this number is only for reference, because not all businesses have the need to build large systems with thousands of such telephone operators. Up to 90% of the Contact Center systems of enterprises in Vietnam have a capacity of less than 100 active agents.
Moreover, the solutions allow enterprises to invest from a small initial system and gradually increase capacity in the future without requiring structural changes or system reinstallation.

Choose the right function needed

Most of the products of the companies being offered are capable of supporting the routing of multimedia communications from customers, including voice calls, electronic mail (email), web, text messages (SMS). , or fax. But at the present time, the contact to the center through the form of email, web, SMS, fax has not really created a habit among customers. Therefore, businesses need to consider before deciding to deploy these services in the system.
Interactive Intelligent’s CIC solution has been successfully deployed by MPTelecom (its official partner in Vietnam) for Military Telecommunications Group (Viettel), Mobile Information Company (VMS MobiFone), Telecommunications Service Company (VinaPhone), Vietnamobile mobile network, securities companies (SSI, TVSI), banks (VPBank, SCB,  ANZ,  BIDV), airlines (Jetstar Pacific), Retail systems (BigC), Television (AVG)..v.v. Enterprises can consider to add services at any time, even when the system is already up and running.
In addition, there is also the MPCC Call Center solution developed by MPTelecom and has been deployed for:  Appota, Dong A Pharmaceutical, Consumer Protection Department, Doji gold and silver, PTI Postal Insurance,.. This solution suitable for small and medium businesses.

Equip the system, or outsource Contact Center service

The explosion in demand of customer care centers has led to the birth of professional service providers. Service providers with the advantage of a synchronous equipment system and well-trained telemarketers can provide customers with all-inclusive services, including hardware and software equipment. to human resources, training telephonists…
Building a customer care center from surveying and consulting to when the system is stable, usually lasts from 1 to 3 months. The cost for a Center can also be very different depending on the capacity, technology, and functions of the system, which can range from a few tens of thousands to millions of US dollars.
If businesses want to use their own human resources, but do not want to invest in the entire system, they can use the service provider’s infrastructure in the form of lease. In this way, IP connections from the service provider to the service provider will be used to allow the leased business operators to handle the customer’s communications as if they were sitting. at the Service Provider Center.


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