Vi Business wins at Asian Telecom Awards 2026 for AI-powered CCaaS
It earned recognition for an AI-driven contact centre platform that supports connectivity for Indian enterprises.
Vi Business was named the winner of the Innovative Connectivity Solution of the Year - India in the Asian Telecom Awards 2026 for its AI-powered Vi Business CCaaS offering. The solution delivers an end-to-end managed contact centre platform that combines internet telephony, omnichannel engagement, and simplified telco billing within a single service model.
The AI-powered Vi Business CCaaS was developed to help enterprises modernise customer engagement whilst reducing operational complexity. It supports voice, email, chat, SMS, and social media interactions on a unified platform, allowing organisations to manage customer touchpoints consistently across channels. By offering internet telephony as part of a fully managed service, Vi Business enabled enterprises to deploy contact centre capabilities without heavy infrastructure investments.
Within its own ecosystem, the platform supported the digital transformation of virtual desk support for enterprise customers. The deployment included email-based omnichannel support, automated workflows, and generative AI capabilities that improved response efficiency and enhanced the end-customer experience. These features allowed support teams to manage higher interaction volumes whilst maintaining service quality.
AI played a central role in improving customer interactions and agent productivity. Conversational AI supported automated responses for routine queries, whilst real-time sentiment analysis helped agents assess customer intent and tone during live interactions. The platform also enabled personalised engagement by using AI-driven insights to tailor responses based on interaction history.
For agents and supervisors, the solution provided real-time analytics, AI-driven coaching, and smart workflows that reduced manual tasks. Predictive routing and workforce optimisation tools helped match customer queries with suitable agents, improving resolution times. Reporting and recording functions delivered real-time performance visibility, supported compliance requirements, and helped teams use data insights to refine service delivery.
Flexibility remained a core feature of the Vi Business CCaaS proposition. Enterprises could start with a basic configuration and add capabilities in a modular way as business needs evolve. Future-ready features, including Agentic AI delivered as a cloud-based service, were already integrated into the offering to support long-term transformation.
The Asian Telecom Awards is a premier awards programme that recognises telecom companies across the Asia Pacific for their contributions to industry advancement, technological innovation, and digital infrastructure development.
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The Asian Telecom Awards is presented by Asian Telecom Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for delivering cutting-edge, award-winning telco products and services to customers, please contact Julie Anne Nunez - Difuntorum at +(65) 3158 1386 ext. 242. You may also reach out via [email protected].
