The award ceremony was held by The Asian Business Review on October 3, 2024 in Singapore.

On October 3, 2024, Vietcombank was honored at the Asian Experience Awards in Singapore, receiving the prestigious "Customer Experience of the Year - Banking" award from The Asian Business Review for its innovative Call API technology solution.

Mr. Ho Van Tuan, Deputy General Director of Vietcombank (third from left) along with representatives from various head office units, proudly received the Asian Experience Awards 2024

The Call API solution enables customers to make calls directly from the VCB Digibank digital banking app to the bank's switchboard via the internet. Customers can request a callback during busy times or redirect their calls to a chatbot. Built on the WebRTC platform, this technology seamlessly integrates with Vietcombank's existing VoIP switchboard system.

Additionally, the Call API allows customers to describe their support needs directly within the VCB Digibank app. The transaction details are instantly relayed to the switchboard operator as soon as the call is connected, significantly reducing handling times by up to 30%.

Customers can connect to the bank's call center anytime, anywhere, using an internet connection - even while traveling abroad - without concerns about costs or telecom issues.

A standout feature of the solution is its user authentication process, which utilizes accounts and passwords from the VCB Digibank app, ensuring a secure and convenient experience.

User surveys reveal that over 85% of customers are satisfied with the service quality via the Call API, outperforming traditional contact channels. Approximately 94% of customers appreciate the call connection quality and readily recognize this feature in the digital banking application, with more than 80% willing to recommend the service to friends and family.

According to Mr. Ho Van Tuan, Deputy General Director of Vietcombank, the Call API represents a breakthrough in customer care services, creating a unified ecosystem that prioritizes top-quality service and meets customers' needs through digital banking applications. This solution not only optimizes resources and reduces costs but also enhances productivity, strengthening Vietcombank's competitive edge in both domestic and regional markets.

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