A contact center with an own developed cutting-edge system & abilities and a sincere telemarketing services
Our aim is to bring heart moving experiences exceeding "Face-to-Face" meetings
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 is supporting AI virtual agent.
AI Virtual Agent
- Indistinguishable from human
- Highly accurate
- Voice and digital
- Inbound and outbound
- In multiple languages
- Stable customer service 24/7
- Uniform operational quality
- Cheaper cost compared to HR
Conversational AI to boost operational efficiency and deliver a better customer experience
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We are promoting Digital Transformation (DX) with the aim of completely stable Call Center operation 24 hours, 7 days by "AI virtual agents".
Cyber-Telephony support Working from home (WFH) 100%. Agents can work and be managed anywhere in the world.
Cyber-Telephony received IT award from IT Institute in japan in 2021 and 2022, two years in a row
Human resources development
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.
We develop human resources by hiring full-time employees and have introduced a fair evaluation system based on the KPI results. Career up plan, Development training programs according to grades and implement career advancement systems according to grades. The employee is aware of what kind of evaluation he / she has received and how he / she can be promoted based on that evaluation, thus our agents are working with high motivation.
4 Directions Good is Our Business Theme
Improve customer satisfaction
Better Customer eXperience
Relief and trust
Delight and impression
Stable operation of customer support
Business expansion/Profitability improvement
Improve corporate value
Work in life
Marketing Strategy Proposal
Marketing Strategy Proposal
Swift and flexible marketing activity is required to fit the ever-changing social and economic environment. We propose efficient customer handling and management based on the latest technology system utilizing IT and Web marketing. By discovering potential requirement of clients and by responding to it, we dramatically enhance business opportunities of our clients and assists every aspect of their customer marketing strategy.
Improving the operation by daily PDCA cycle image
We chase the best way to improve (Kaizen) the operation day-by-day to get the best KPI and CX
Continue a process: Analysis, Consideration, Make a plan and Action
- 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 to operate the contact center for many customers in the world.