Tiếng ViệtCall Center Software for Telecommunication Brands
The telecommunications industry is experiencing unprecedented growth. According to the GSMA Global Telecom Market Report, by 2025, there are expected to be over 5.9 billion mobile users worldwide, accounting for approximately 70% of the global population. In Vietnam, as of early 2025, the number of mobile subscriptions has reached over 143 million, with more than 80% using smartphones—highlighting both widespread adoption and an increasing demand for connectivity.
Telecom is no longer just about voice and data—it’s the backbone of the digital economy, powering e-commerce, digital finance, telemedicine, online learning, and IoT. 5G technology brings ultra-fast speeds, minimal latency, and massive device connectivity, opening a new era of digital possibilities.
Rapid growth also brings significant challenges for customer experience. Users increasingly expect faster, more accurate service across multiple channels—from call centers to mobile apps, websites, and social media.
Customer Service Challenges in the Telecom
Overloaded Call Centers and Missed Calls: High call volumes during peak hours or service issues can frustrate customers. An optimized call distribution system ensures faster support, improving satisfaction and retention.
High Volume of Repetitive Requests: Call centers handle thousands of repetitive inquiries, such as checking data usage, reporting signal issues, or changing service plans, all manually. This creates unnecessary workload for staff and reduces operational efficiency.
Consolidate Subscriber Data: Subscriber data is scattered across multiple systems—CRM, billing, service feedback, etc. Manual searching causes delays in handling requests and prevents personalized service.
Dispersed Branch & Support Center Operations: Branches and customer service centers operate in silos, lacking centralized data. Internal communication, cross-monitoring, and performance evaluation are challenging.
Call Center Software for Telecommunication Brands
Call Routing
Automatically directs calls using Smart Routing based on agent skills, priority level, or geographic region, ensuring efficient handling of customer requests.
Auto Dialer & Callback
The system automatically calls back missed customers when an agent becomes available, minimizing lost calls and ensuring timely follow-up.
AI Integration
Chatbots, Voicebots, and IVR scripts automatically handle simple tasks without human intervention, streamlining operations and reducing agent workload.
Omnichannel
All-in-One: Connect with your customers effortlessly—phone, chat, email, social media—all in one interface. Agents have full context to deliver smooth, uninterrupted support.
Mini CRM
Easily integrates with external systems (CRM, billing, customer service platforms) to provide a 360° view of the customer. Tracks repeated call behaviors to suggest automated handling options.
Monitoring
Real-time supervision of calls, messaging campaigns, and user activity, with live dashboards displayed directly on the Call Center system.
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Benefits for Telecommunication Brands
Ensure rapid communication and maximize the rate of first-contact resolution. Customers are automatically connected to the most suitable agent based on pre-configured routing criteria such as language preference, IVR selection, skill-based routing, priority agents, and working hours. This applies across all communication channels, ensuring seamless service delivery.
Supervisors can instantly see agent availability, incoming call surges, and conversion trends. This allows them to prioritize tasks and allocate staff effectively, improving resolution rates and boosting customer satisfaction—all with real-time control.
Time-Saving with Auto Dialer: Automatically filter calls using answering machine detection, connecting agents only when a live person answers. This bypasses voicemail and ensures staff focus on high-quality leads, improving productivity and efficiency.
Enable Customer Self-Service: With a self-service IVR system or integrated bots, customers can easily access the information they need anytime. Up to 80% of first-level inquiries can be handled automatically via self-service IVR, chatbot, and voicebot, reducing agent workload and improving response times.
Omni-Channel: Unify calls, emails, chat, and social media into a single interface. Track inquiries and complaints across all channels in a synchronized and consistent manner, ensuring seamless handling and complete visibility.
Click-to-Call from CRM: Initiate calls directly from the CRM without dialing manually. Incoming calls trigger a customer info popup, reducing manual steps and increasing agent efficiency.
Why Choose PiTEL Call Center?
PiTEL Call Center is developed on a globally standardized technology platform, featuring scalability, API integration with third-party systems, and customization tailored to specific business workflows.
The solution is certified with PiTEL Call Center software copyright and meets stringent banking security standards for customer data and transaction protection.
Enables personalized interactions and eliminates missed calls via Softphone support on desktops and the PiTEL Connect mobile app, allowing agents to work flexibly from any location.
Provides dedicated 24/7 technical support through the PiTEL (TEL4VN) team, with continuous updates incorporating the latest banking industry technologies.
Experience PiTEL’s Solution
Get special pricing on PiTEL’s comprehensive solution suite, enabling you to optimize marketing strategies and accelerate business growth.
- 18001562
- sales@pitel.vn
