Tiếng ViệtContact Center Solution for Enterprises
Between 2024 and 2025, large enterprises are driving the professional contact center services market, generating more than USD 57 billion in global revenue. The contact center software industry alone exceeded USD 52 billion in 2024 and is projected to surge to USD 213 billion by 2032, reflecting an impressive compound annual growth rate (CAGR) of 18.8%.
According to several case studies, such as at Microsoft, revenue increased by approximately 9% through the application of automation in sales and customer service operations. This explains why an increasing number of large enterprises are shifting to the Contact Center model—a solution that offers greater flexibility and scalability compared to traditional systems, while meeting rising customer expectations for service experience:
86% of consumers are willing to spend more for exceptional service.
Almost 70% of customers expect brands to anticipate their needs before they even ask.
Why Are Enterprises Failing to Capture Growth Opportunities?
Customer data is fragmented across multiple channels (Facebook, Zalo, phone, email, etc.), resulting in a lack of a 360-degree customer view. Support agents spend excessive time searching for information, leading to inconsistent responses and a fragmented, non-personalized customer experience.
When KPIs like FCR, AHT, and CSAT aren’t tracked in real time, businesses struggle to spot weak points in their customer care process. The outcome? Inefficient performance reviews, unfocused training, and ultimately, lower service quality.
Businesses that fail to leverage interaction data miss the chance to upsell and cross-sell, struggle to re-engage potential customers, and ultimately lose revenue while wasting valuable marketing spend.
The current contact center system is not integrated with CRM, ERP, or internal portals, resulting in scalability challenges when needed. This causes workflow disruptions, higher integration costs, and wasted investments.
Failure to comply with security standards such as ISO/IEC 27001 in industries like finance and healthcare leads to a high risk of customer data leakage. This exposes organizations to potential penalties, reputational damage, and loss of trust from both customers and partners.
Even with chatbots and voicebots, much of the workload remains manual. Without speech analytics and emotion detection, businesses risk missing early warning signs of customer dissatisfaction and declining conversion rates—ultimately losing critical opportunities to improve service quality and accelerate revenue growth
Contact Center Solution for Enterprises
Customer data from Omni channels (Omni-channel 360°).
With an Omni-channel Contact Center, every customer interaction is unified in one seamless interface. No matter where they connect—phone, chat, email, or social—your agents see the full 360° customer profile, including:
- Contact details
- Complete history of calls, messages, and emails
- Past issues and previous responses
Process automation powered by AI & Workflow.
The automation and AI features in the modern PiTEL Contact Center solution enable:
- Automatic Call Distribution (ACD): routing calls to the appropriate group based on the issue.
- Chatbot/Voicebot: automatically responding to FAQs, scheduling appointments, and verifying identities.
- Workflow Automation: automatically sending confirmation emails, support tickets, or internal notifications after each interaction.
Real-time performance and experience monitoring.
A modern Contact Center provides a real-time analytics dashboard that enables:
- Monitoring of key metrics such as SLA, AHT, FCR, CSAT, NPS, etc.
- AI-powered call content analysis, including emotion detection and negative keyword identification.
- Performance comparison across teams and branches.
- Early detection of issues (e.g., long call wait times, low CSAT scores during specific periods).
Faster response times – reducing customer churn.
- Voicebot answers incoming calls and automatically handles basic requests.
- Chatbot operates 24/7, quickly resolving common inquiries.
- The system prioritizes and routes requests based on keywords and issues.
- Automatic Callback activates when customers experience long waiting times
Data Optimization
Supporting sales and proactive customer care:
- The Contact Center system stores all interaction data, assisting in the analysis of customer behavior and needs.
- This enables the implementation of automated care campaigns such as renewal reminders and personalized product recommendations.
- The system can also suggest potential leads to the sales team based on past interests or recent interactions.
Ensure security and regulatory compliance
- A modern Contact Center is equipped with data encryption technology and strict access control management.
- Calls are automatically recorded and stored in compliance with regulatory standards.
- System logs are preserved and accessible for auditing purposes.
- Ensures compliance with international standards such as ISO 27001, etc.
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CONTACT CENTER SOLUTION
We provide a comprehensive solution with optimized costs, helping organizations reduce training expenses while ensuring effectiveness.
- 18001562
- sales@pitel.vn
Benefits of Contact Center Solution for Enterprises
Reduce operating costs by 25% to 40%
- Automation (via chatbot, voicebot, and auto-routing) helps reduce employee workload
- On average, AI can handle 60% to 70% of basic requests without human intervention. For example, PiTEL’s QC Bot automatically records and evaluates call quality, reducing the need for manual QC staff.
- With a 100-employee operation, this can save the equivalent of 20 to 30 full-time employees..
Reduce Average Handle Time (AHT)
- AI-powered Agent Assist suggests responses, saving agents from searching for information.
- Automatic call routing directs customers to the right agent from the start, avoiding multiple call transfers.
- According to Gartner, AHT can be reduced by an average of 25% with Contact Center AI, enabling faster resolutions and shorter wait times
Increase First Call Resolution (FCR)
- With a 360-degree customer view, agents can better understand the context and resolve issues on the first attempt..
- The system automatically recommends processes or scripts tailored to different customer segments.
- Enterprises without a Contact Center system often have FCR rates below 60%; with AI-enabled support, FCR can exceed 80%, according to McKinsey
Enhance Customer Satisfaction (CSAT)
- CSAT tends to improve when businesses provide fast, consistent, and accurate responses.
- Automation enables 24/7 service delivery without limitations of working hours.
Increase Indirect Revenue through Proactive Customer Care
- The integrated CRM system helps identify customers with potential for upselling and cross-selling.
- Chatbots or consultants proactively suggest suitable plans and products based on purchase history.
- According to Salesforce, customers receiving personalized care are 1.8 times more likely to make repeat purchases compared to those who do not.
Accelerated Deployment with Cloud / SaaS Solutions
- Cloud Contact Center systems (such as PiTEL CX, Ameyo Cloud, etc.) can be set up within a few weeks, compared to several months for traditional models.
- No hardware investment is required, significantly reducing capital expenditure..
- PiTEL successfully deployed a Contact Center for a major bank in just 45 days, supporting over 500 employees across multiple branches.
Why Choose PiTEL’s Solution?
Make in Vietnam – Technology Ownership
PiTEL Call Center is software developed by a Vietnamese company, with registered copyright protection. It aligns with the government’s strategy to promote technological self-reliance and support the growth of the domestic software industry.
Security and Compliance
PiTEL Call Center is certified under ISO 27001:2022 for information security management and ISO 9001:2015 for quality management systems. These certifications validate the system’s compliance with international standards, ensuring secure, reliable, and professional operation.
Service Upgrades
PiTEL Call Center emphasizes continuous research and development to improve service quality and flexibly meet practical requirements. The system is regularly updated with new technologies and incorporates user feedback to provide stable and efficient services for agencies and organizations during their digital transformation.
Continuous Operation
With 24/7 monitoring and incident management, along with technical backup solutions, PiTEL ensures continuous system operation and minimizes downtime—an essential requirement for government agencies with high demands for availability and reliability.
Experience Contact Center Solution
Take advantage of special rates when using the full PiTEL solution suite, helping you optimize your marketing strategy and drive business growth.
- 18001562
- sales@pitel.vn
