Dmitry Nikitin's Contact Details

Dmitry Nikitin's Company Details

Omni Intelligence

Melbourne, Victoria, Australia • 2 Employees
Information Technology & Services

The Contact Centre (CC) has become an isolated industry with its own management practice and ethics. As such, CC's are widely used in any "market verticals" to handle various kinds of customer interactions from sales to service.Driving a successful Contact Center is a cross-disciplined process ranging from expertise in technology to the art of people management and it's normally handled by distinctly different groups of people, both internal and external.For example, the IT will look after the network connectivity, Back Office Servers, VPN arrangements for the remote agents, and so forth. On the other hand, Customer Experience team's focus is to ensure that the Customer Journey is flawless and effective; they will focus more on Business Processes and Service Levels.A successful Contact Center, therefore, requires that all the independent components work together in the most efficient manner so that the IT is not in the way of Business Goals and the other way around.Omni Intelligence was created with a vision in mind to be a cross-disciplined platform that would bring all Business Units together and provide a holistic, 360° perspective to a Contact Center operation.