Service Overview
How do we respond to the various demands of our customers?
Our company provides BPO services, including call centers, through channels customized to customer needs in multiple languages. We are committed to achieving KPIs and enhancing customer satisfaction. Our goal is to maximize the value of our client companies.
Providing comprehensive “Experience” for the customer high satisfaction
Our aim is to bring heart-moving experiences exceeding face-to-face meetings through technology
We are ISO27001: 2022 (ISMS) certificated and manage information accordingly.
Case Studies
Customer Support
We provide support to your customers just like our own, and increase your fans
Our wide area of expertise includes technical support, such as analyzing problems, dispatching, technicians and / or replacement products, taking customers orders, checking delivery status, processing payments on various method, and solving problems for individual customers.
Telesales
We will assist your customers and lead them to purchase your products
Through telephone conversations and/ or text chat, we will introduce your products and services to your potential customers, providing customized proposals and optimized solutions according to the requirement of each customer. We can also provide prospect customers and conduct various marketing researches.
BPO
You can leave your administrative works to us an focus on the areas which truly require your expertise
Data entry/import, website updates, social media monitoring, data analysis and many more... your day may be occupied by those miscellaneous tasks. Please leave them to us, and focus on the areas which truly require your attention.
Flexible Meet the Customer's Demand
Focusing on target KPIs, we flexibly design our operations according to requirements of each of the client
High-Skill Agent
Agents are our key assets. Your projects will be supported and operated by our well-trained full-time employees with adequate skill sets
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Omni-Channel
Our proprietary omni-channel system efficiently manages phone, social media and SMS.
AI Voice & Chat bot
By replacing human agents with AI, we aim to reduce costs and improve efficiency. Provide stable customer support 24/7!
AI FAQ suggestion and AI QA systems will support human agents in real time to improve customer experience.
Select or combine these to efficiently redesign your contact center operations.
AI FAQ Suggestion & Assessment
By attaching a QR code for connecting to a chat bot to products, customers are encouraged to resolve issues themselves by interacting with the bot, thereby expecting to reduce the number of incoming phone calls and etc..
Shared BPO Platform for the Vietnam Market
we are now developing a new shared BPO platform
designed specifically to help small and medium-sized businesses like yours manage customer support, reservations, and inquiries more efficiently.
Our goal is to provide a cost-effective, flexible solution that lets you outsource these essential functions—without the need to hire and train in-house staff—so you can focus on growing your core business.
📞 Call Handling (Inbound/Outbound)
💬 Multi-Channel Support
📋 Customized Scripts & FAQs
📈 Daily Logs & Monthly Reports
Voice of the Client
Running client in-house contact centre brings you so many challenges
- Recruitment and labor management
- Physical space
- Introduction and operation of the system
- Sales management and KPI measurements
By outsourcing your contact centre to IT-Com Vietnam, you can leave those challenges to a professional with proven track record and focus on your core businesses
#Maximize
Efficiency
Quick start-up
#Minimize
Cost
Various risks
We are contact centre with self-developed cutting-edge systems and people with skilled providing sincere telemarketing services
Human Empowerment by the 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.
Multilingual Support
We provide support in multiple languages, including Vietnamese, English, and Japanese. Our staff has extensive expertise and will respond to your business needs accurately and promptly.
Expertise
IT-Communications Vietnam's services are flexible and respond quickly and effectively to customer requirements.
Flexibility
In order to meet the various needs of the customers, we operate 24/7 to handle both busy and slow periods flexible.
Security
In addition to complying with the laws and regulations of the countries and regions in which we provide our services, we are ISO27001: 2022 (ISMS) certified and manage information accordingly.
Feature
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
AI Virtual Agent
- 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
Out Digital Transformation (DX) utilizes "AI Virtual Agents" to achieve perfectly stable 24/7 contact centre operations even on drastically changing call volumes
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
Traditional Retail
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
Manufacturer
D2C: Direct to Consumer Retail
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
Wholesaler
Manufacturer
Distributor
Customer
Contact Centre
Advertising
Customer-care
Case Study
Retailer
Customer
info@itcom21.com.vn
Tel: +84 (0)28 6291 3321
10 & 11F Thuy Loi 4 office Bldg., 102 Nguyen Xi, Binh Thanh Word, HCMC, Vietnam
