ISO/IEC 27001:2013 (SIS350425I102)
2021
2022
Contact Centre Service Outsourcing
We are contact center with self-developed cutting-edge systems and people with highly skilled providing sincere telemarketing services
Our aim is to bring heart-moving experiences exceeding face-to-face meetings through technology
In order to meet today's various communication requirements, call centers nowadays are required to be capable in handling Zalo, messengers, Video calls and other communication channels as well as legacy telephones and emails. At the same time, agents are required to be multi-tasked, thus need to operate multiple systems and multiple terminals, prepared for each channel. It is also a challenge for call center managements to manage the distribution of human resources and equipment for each channel. IT-Communications Vietnam has successfully integrated those various channels into one system, making true omni-channel call center system named Cyber-Telephony. The Cyber-Telephony supports AI Virtual Agent, cutting-edge voice bot system designed to handle customer contacts instead of human agents.
AI Virtual Agent
Hello, how can I help you?
I am here to answer your inquiry.
Out Digital Transformation (DX) utilizes "AI Virtual Agents" to achieve perfectly stable 24/7 contact centre operations even on drastically changing call volumes
- Indistinguishable from human agent
- Highly accurate transactions
- Supports voice and digital messages
- Supports both Inbound and outbound contacts
- Supports multiple languages
- Provides stable 24/7 customer services
- Consistent operational quality
- Lower contact handling cost compare to human agent
Conversational AI of the AI Virtual Agent boosts operational efficiency and deliver better customer experiences.
Cyber-Telephony received IT award from IT Institute in japan in 2021 and 2022, two years in a row
Cyber-Telephony fully supports Work-from-Home (WFH). Our agents can work from anywhere in the world, still under full control of our call center management schema.
Human resources development
Always besides you, whenever and wherever you are
Our job is not just handling phone calls. Due to the nature of voice-only communication, it is not always easy to make customers feel comfortable. Thus we are committed to make our every communication "sincere" enough for our customers to imagine our face, aiming for their "thank you" words. Sometimes it goes beyond it and we received letters of gratitude from happy customers. Moments like this bring us great joy and make us feel the sense of fulfillment.
People are our assets, and thus development of human resources are critical in our business. We hire people as full-time employees and apply fair evaluation system based on KPI results. We have career development plan, training programs and development systems per their grades. Each of our employee is aware of evaluation given to him/her, and how to develop himself/herself to next career path based on that evaluation. This is a key to keep their motivation at high level.
D2C
Contact Centre Design
Acquire customers and expand sales by turning a call center, which used to be a cost center, into a profit center by converting business to D2C
Traditional Retail
Manufacturer
Wholesaler
Distributor
Retailer
Consumer
D2C: Direct to Consumer Retail
Manufacturer
Consumer
Contact Centre
Advertising
Customer-care
Provide products directly to consumers through various channels without going through wholesalers or retailers
Accumulate and analyze customer-related data to provide individually optimized information
Theme of Our business - 4 ways Satisfaction
Improve competitiveness
Market expansion
Improve profitability
Improve customer satisfaction
Better Customer eXperience
Relief and trust
Delight and impression
Stable operation of customer support
Cost effective
Business expansion/Profitability improvement
Improve corporate value
Pride
Rewarding
Stability
Work in life
Better salary
Marketing Strategy Proposal From Customer Feedbacks
When acting on behalf of you, we are acting not only as your mouth but also as your eyes and ears. In today's ever-changing social and economic environments, it is crucial to keep adjusting marketing stragecy and activity swiftly and flexiblily. Our efficient customer handling and management based on the latest technology utilizing IT and web marketing enable us to discover potential requirements of your customers, which may dramatically ehnance business opportunity for you. We are here to assist every aspect of your marketing strategy.
Operation Improvements by Daily PDCA Cycle
We continuously seek for the best way to improve (Kaizen) our operations for optimal KPI and CX performance day-by-day.
Never-ending cycle of Analysis, Consideration, Planning and Action
Our Experiences
- insurance products sales (outbound)
- remote customer support (e.g. e-commerce) (inbound)
- international market surveys (ASEAN countries) (outbound)
- customer support for cloud computing applications (inbound)
- sales promotion and marketing activities (outbound)
- arranging appointments for B2B and B2C (outbound)
- back-office outsourcing (HR tasks and data entry works)
We have experience in operating contact centre for vourious customers world-wide.
