About ACS

ACS Vietnam Co., Ltd. (ACS Vietnam) is a subsidiary of the AEON Group, one of Japan's leading retail groups with over 300 companies operating across Asia.

ACS Vietnam officially started operations in 2008 in the installment purchase sector. The company partners with tens of thousands of nationwide partners such as Dien May Xanh, Media Mart, Nguyen Kim, and Dien May Cho Lon, offering a wide range of products to meet customer needs, including phones, laptops, bicycles, electric bikes, motorcycles, refrigeration, and household appliances.

Analog call center challenges

Several years ago, ACS Vietnam deployed an analog call center solution to support customer service staff in their work. This solution used traditional voice technology and operated through telephone lines. The downside of the analog call center was its limited functionality, mainly used for making and receiving calls. This made it difficult to monitor calls between staff and customers and could not store call recordings.

ACS customer service staff could only use the call center when working in the office. Additionally, the analog call center allowed only one call to be connected at a time, limiting the number of simultaneous incoming and outgoing calls.

Cumbersome call center workforce and low efficiency

Using an analog call center, each call center employee had to use a separate phone extension and could only make one call at a time. Therefore, the company had to prepare a large call center workforce and IT personnel to deploy and operate to meet demand.

Moreover, using this traditional call center system required ACS Vietnam to invest a significant budget in call center hardware (servers, endpoint phones, internal wiring systems, etc.). This increased the personnel costs the company had to pay, affecting the business's profitability.

The work efficiency of call center employees was low due to the use of the analog call center. Employees had to manually enter customer information into Excel, making management difficult and prone to data loss.

In 2021, with the impact of the COVID-19 pandemic, ACS Vietnam decided to switch to Stringee's multi-channel contact center solution (web version) to receive and process records. Notably, the solution does not implement the ACD (automatic call distribution) feature to ensure calls and chats are evenly distributed to each employee.

Digital transformation in the document review process

Following the global trend of digital transformation, ACS Vietnam began deploying a StringeeX omnichannel contact center to digitize the document review process for agents. To optimize the application of the same goal, integrating Zalo OA and StringeeX helps call center staff easily receive information about agent documents and proactively handle them promptly.

For customers not using Zalo, call center staff receive information via hotline and live chat. In the future, ACS plans to use live chat to optimize each region, assigning a specific region to each staff member. 

Saving on personnel costs

This upgrade helps the business solve the personnel issue, reducing the workforce to only 70% compared to before. Additionally, the StringeeX multi-channel contact center software optimizes ACS Vietnam's customer reception process with direct customer interaction features such as chat, voice calls, and video calls on the platform instead of using third-party applications (Facebook, Zalo).

 Increasing employee efficiency

Using the StringeeX contact center has significantly increased the productivity of ACS's call center staff. Previously, with the analog call center, ACS employees could only use the call and listen functions with customers. StringeeX improves this drawback by providing a variety of features such as multi-channel integration (voice call, video call, chat, Facebook, Zalo), call recording for monitoring, handling multiple simultaneous calls, etc., allowing each employee to interact and support customers from multiple channels on a single interface.

Completely replacing the analog call center with StringeeX multi-channel contact center software is a precursor for ACS Vietnam to begin the digital transformation in sales and customer care processes, while also increasing employee efficiency. The agent document review sector of the business is fully digitized, with review steps operated timely, quickly, and stably. Certainly, Stringee will continue to be the most optimal long-term technology partner accompanying ACS Vietnam in the next development stages.