Customers registering Viettel's services

Accordingly, the group has focused on enhancing customers’ experience through interactive digital channels, applying Callbot and Chatbot virtual assistants into its business and customer services. Currently, Viettel has transferred 97 percent of data flow and 89 percent of customers from traditional support channels to ones that are operated by virtual assistants.

In addition, the company developed new services on digital platforms such as Multisim (one SIM card can be used on various devices), IoT (Internet of Things), eSport competitions (a form of sport competition using video games), and Viettel Pay (a digital banking service).

In foreign markets, Viettel also promoted super apps to draw more customers in Laos, Cambodia, and Myanmar while developing virtual infrastructure and improving its service quality. According to the statistics of the Vietnam Internet Network Information Center (VNNIC), Viettel has the best 4G mobile network in Vietnam.

Viettel’s Acting Chairman and Acting General Director Major General Le Dang Dung said that since it set the target of “Leading in forming the digital society” by the end of 2018, the group has prepared both human resources and infrastructure to synchronously deploy methods to ensure income for its laborers and maintain productivity.

The group is playing a leading role in proposing technological solutions for the operation of the National Steering Committee for COVID-19 Prevention and Control. In addition, the group has collaborated with the Ministry of Health and the Ministry of Education and Training to provide pandemic-related information for people, teleconferences for agencies, remote training, and other forms of support for people and enterprises.

According to reports by the General Statistics Office, the revenue of Viettel’s telecommunication sector reached VND 98.1 trillion in the first quarter of 2020, a 5.8 percent increase in comparison to the same period last year. However, traditional telecom services sector was affected by the COVID-19 pandemic. The voice traffic in March decreased by 9.4 percent compared to the same month last year, while data roaming was lower in March than it was in January and February.

Translated by Trung Thanh