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Omni Interactions Maximizing Security for Customer Experience in the Gig Economy

4,000+ Active Gig Workers Call the Omni Platform Home for Learning, Working and Living

Denver, CO – April 27, 2021 — (“Omni”), the premier digital engagement platform for the Gig Economy, announced the successful completion of its annual Payment Card Industry (PCI) compliance audit and its certification as a Level 1 Service Provider. Further, after completing rigorous evaluations and auditing processes the company has also finalized its annual SOC 2 Type II attestation with zero exceptions.

“We are committed to leading the Gig Economy and work at home industry in our approach to security and compliance,” said Chris Carrington, CEO of Omni Interactions. “We want our clients, their customers and each one of our thousands of Gig Brand Ambassadors to know we are dedicated to complying with and exceeding the requirements established in the PCI and SOC 2 Type II standards. Omni continues to revolutionize our systems and operating practices to address evolving threats and changes to these standards.”

The Payment Card Industry Data Security Standard (PCI DSS), the global gold standard of security certifications endorsed by American Express, Discover Financial Services, JCB, MasterCard Worldwide and Visa Inc., was established by the payment card industry to help control and minimize credit card fraud while reducing the likelihood that sensitive account information is compromised. The standard has over 100 rigorous and rigid requirements that must be met, maintained, and validated annually by an external Qualified Security Assessor.

SOC 2 engagements are based on the AICPA’s Trust Services Criteria. SOC 2 service auditor reports focus on an organization’s non-financial reporting controls as “they relate to security, availability, processing integrity, confidentiality, and privacy of a system.” SOC 2 Type II evaluates a company’s policies and procedures over a specified time period in order to ensure continued compliance and reliability.

“As a trusted partner to our financial services, retail, healthcare and government clients, safeguarding payment transaction information as well as personal health information is our top priority,” said Rob Duncan, Founder and Chairman of Omni Interactions. “Ensuring compliance with the PCI and SOC 2 Type II standards and keeping our certifications up-to-date reflects our commitment to security and compliance for the protection of both credit card, healthcare and other client information.”

Omni is reimagining the work from home model, driving the burgeoning Gig Economy and shifting workforce management practices. By connecting communities of Gig workers with the nation’s leading brands, Omni delivers consistent, reliable customer experience solutions. Omni reunites the former leadership team of Alpine Access, the pioneer of cloud-based virtual customer experience solutions, as managing partners.

ABOUT OMNI INTERACTIONS

Founded in 2016, Omni Interactions (“Omni”) is an employee-owned company that is the leading digital engagement platform for the Gig Economy. Omni’s unique business model leverages the Gig Economy, remote work and a 100% cloud-based technology platform to revolutionize how its clients engage with their customers. Omni supports client’s customers through voice, chat, text, email and social media, delivering higher quality outcomes, rapid ramps and increased flexibility at lower total costs.

For more information visit omniinteractions.com.

MEDIA CONTACT
David Parkhurst
CRO & Managing Partner
Omni Interactions
(720) 232-6487
david@OITeam.com

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Press Releases

Omni Interactions Powers the Gig Economy with Q1 growth of 348%

4,000+ Active Gig Workers Call the Omni Platform Home for Learning, Working and Living

Denver, CO – April 13, 2021 — Omni Interactions (“Omni”), the premier virtual technology engagement platform for the Gig Economy, today announced its business results for the first quarter of 2021. The company ended the quarter with 348% revenue growth year-over-year and signed three new enterprise clients in previously untapped markets. Based on these new signings and ongoing expansion with the company’s other Fortune 500 accounts, Omni anticipates full year revenue growth
to more than double in 2021.

“From the C-suite to customer experience leaders, companies across industries are recognizing the significant economic benefit of Omni Interactions’ Gig Economy model, flexibility and delivery success”, said Rob Duncan, Founder and President of Omni Interactions. “By leveraging our empowered and connected virtual processes and a 100% domestic talent pool of at-home Gig Brand Ambassadors, our clients enhance their brand reputation while cost-effectively improving their ability
to serve, delight, grow and retain more customers.”

Omni’s strong financial footing has allowed the company to continue to invest in its technology platform and cutting-edge business processes necessary to accommodate an influx of new customer contracts and existing program expansions. In a sign that corporations are increasingly handling complex interactions onshore and at-home, Omni is trusted to support programs in financial services, retail, government, and healthcare.

“The virtual nature of Omni’s business model makes our growth plan possible by eliminating geographical sourcing boundaries and allowing it to enable the most qualified Gig professionals to learn, work and live from across the entire country,” said Christopher M. Carrington, Chief Executive Officer of Omni Interactions.

Omni is reimagining the virtual work from home model, driving the burgeoning Gig Economy and shifting workforce management practices. By connecting communities of Gig workers with the nation’s leading brands, Omni delivers consistent, reliable customer experience solutions. Omni reunites the former leadership team of Alpine Access, the pioneer of cloud-based virtual customer experience solutions.

ABOUT OMNI INTERACTIONS

Founded in 2016, Omni Interactions (“Omni”) is an employee-owned company that is the leading technology platform for the Gig Economy. Omni’s unique business model leverages the Gig Economy and a 100% cloud-based technology platform to revolutionize how its clients engage with their customers. Omni supports client’s customers through voice, chat, text, email and social media, delivering higher quality outcomes, rapid ramps and increased flexibility at lower total costs. For more information, visit OmniInteractions.com.

CONTACT
David Parkhurst
Chief Revenue Officer
Omni Interactions
david@OITeam.com

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High volume of Covid-19 vaccine calls and support requests?

High volume of Covid-19 vaccine calls and support requests?

Get help now from our HIPAA-compliant support experts.

How Omni Can Help

Give us a call and we can walk through the details on how we can quickly and effectively supplement your current operations.

  • Scheduling, inbound inquiries, outbound confirmations
  • Support across all channels, including: phones, chats, texts, email, web, and social media
  • We can partner with existing teams or manage 100% of volumes

Recent 'Rapid Ramp' Launches for Five Clients

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We're Support and Privacy Experts

Dealing with medical information requires true professionals. This isn’t a job for your typical “call center” agents or temps.

  • HIPAA-compliant, with processes and tools that sync with your systems
  • Experts in every major customer support tool
  • Multilingual: 10+ languages
  • Experienced, U.S.-based remote workforce 

Fast, Flexible, and Scalable

Never be short handed, or overstaffed.

Trusted by Brands You Know

Great organizations that have trusted us with their customers, from Fortune 500 companies to rapid-growth ‘unicorns’ to startups, Omni has the delivery expertise for rapid ramps and complex interactions. 

Contact Us to Learn More

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Press Releases

Industry Veteran to Accelerate Growth in Gig Economy

25-year leader to bring go-to-market expertise to transform customer support for major US brands.

CASTLE PINES, CO – December 8, 2020 — Today, employee-owned Omni Interactions Inc. officially welcomed Gregory G. Hopkins as its EVP and Managing Partner. Omni is the leading technology platform for the Gig Economy, linking its Gig Brand Ambassadors (GBAs) to fortune 1,000 to deliver customer contact solutions. A long time leader in the BPO space, Hopkins teams up again with Chris Carrington to help drive this innovative new solution to the market. 

“I am excited to team up with Greg again to truly transform the way our clients can support their customers,” says Carrington, Omni CEO. “Greg brings a never-ending commitment to our clients and their customers. He is tireless in thinking how we can leverage all this gig talent to make a difference in supporting our client’s customers.”

A BPO industry veteran, Hopkins has more than 25 years of business and sales leadership experience and has overseen go-to-market strategies for multi-billion dollar companies.

With a successful record in leading sales programs globally, Hopkins has a keen sense of strategic planning, revenue growth, and client relationship management. His leadership development and understanding of client requirements help drive the company’s success and enhance its position as a leader in the industry.

Hopkins served as Chief Client Officer and EVP at Alorica, a leading global BPO company. His responsibilities included the management of all embedded base sales initiatives and activities. At the Chairman and Founder’s request, Greg implemented the same organizational design and relationship management focus in six months as he did in previous roles.

Before Alorica, Hopkins served as EVP of Sales at Stream Global Services, Inc. Upon joining Stream, the company had negative double-digit growth and EBITDA.

Under Hopkins’ leadership, the company was able to achieve positive double-digit growth and high-digit positive EBITDA. That turnaround created a buzz in the industry, and Convergys acquired Stream as a result. 

Hopkins also spent seven years at TeleTech as EVP of Sales and Marketing. In that role, he took the company from $700M in revenue to $1.3B organically. During that period, the stock price rose from $3.75 to $41.00, and TeleTech led the EBITDA margin industry.

Previous to those engagements, Hopkins was the Chief Client Officer at TeaLeaf Technology, Inc.and was a vital member of the team that put them in a position to be purchased by IBM. 

Hopkins also had a 20-year career with AT&T Technologies, Inc. and earned an Executive Master of Business Administration (MBA) from the University of San Francisco, as well as a Bachelor of Science degree in business administration from Whittier College.

ABOUT OMNI INTERACTIONS

Founded in 2016, Omni is reimagining the virtual work from home model in light of the burgeoning Gig Economy and shifting workforce management practices, many of which have accelerated due to the recent pandemic which sent millions of workers home. From a foundation of a cloud-based technology platform, Omni is connecting communities of gig workers with the nation’s leading brands to deliver consistent, reliable contact center solutions. For more information, visit OmniInteractions.com.

CONTACT
David Parkhurst
Chief Revenue Officer
Omni Interactions
david.parkhurst@OITeam.com

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People matter. Introducing our Gig Workers Bill of Rights.

Here at Omni we put the welfare of gig workers front and center. So much so that we are the first company to craft a Gig Workers Bill of Rights. We believe in the limitless potential of all people and we back our powerful Bill of Rights with action.

Why does this matter to you, our clients?

First, we know that treating people exceptionally well means they are more apt to enjoy the work they do and remain in our Gig Brand Ambassador (GBA) community longer. Second, by providing clear paths to real earnings and educational opportunities, GBAs don’t just perform tasks, they deliver extraordinary experiences.

Omni is creating communities of GBAs who are passionate about the brands they represent and have the skillsets to do so most effectively. See how Omni is going above and beyond to empower gig workers in this burgeoning economy:

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GBA

Are you a gig worker? You deserve the best!

More gig workers are entering the job market this year than ever before. Yet not all gig workers are treated as well as they should – wages that don’t add up to the claims, or continuing fees for education and platforms. Plus, suboptimal tools and support are all too common. Omni has been so motivated by these unfortunate experiences that we are the first company to craft a Gig Workers Bill of Rights.

We believe in the limitless potential of all people – it’s why we built Omni the way we did in the first place.

Omni is driven to connect skilled, passionate gig workers with leading companies who value these traits. Further, Omni is committed to provide education, support, and competitive earning potential to help gig workers support the lifestyles they aspire to achieve.

Omni believes all gig workers are entitled to choose how and when they earn a living and create a life that brings them joy and fulfillment. See how we are raising the standards and paving the way for your success:

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Is your W@H workforce falling short in these 5 areas?

Many companies have elected to utilize home-based teams for sales and customer support. But just having agents connected from home doesn’t mean they are maximizing productivity.

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Companies that are applying traditional, brick-and-mortar thinking to their work@home customer support will quickly discover this isn’t a sustainable approach.

Join us for a free, live webinar
Thursday, October 29 @ 2:00 pm ET
Omni’s Chief Revenue Officer, David Parkhurst a 20-year veteran of work-at-home, will share the most important areas of focus to advance your at-home delivery.

Watch the recorded webinar!
Omni’s Chief Revenue Officer, David Parkhurst a 20-year veteran of work-at-home, shares the most important areas of focus to advance your at-home delivery.
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If you’ve sent your customer service and sales agents home to work you can’t afford to miss this event!

David offers guidance on:

  1. Creating an “at-home-first” strategy
  2. Broadening the scope of your selection (where & who & how)
  3. Designing training to support this workforce remotely
  4. Executing a more fluid operational model
  5. Reducing your dependence on hardware and capital expense

Can’t attend the live webinar with Q&A? Register anyway to ensure you receive the replay following the event.

Who is Omni
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Omni connects the nation’s top brands with gig workers to provide sales and customer support.

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We attract and match the best people across North America to our clients’ unique requirements within our secure digital marketplace.

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Omni elevates the customer service experience in how we engage, support and compensate our Gig Brand Ambassadors.

The leadership team at Omni pioneered the work at home model more than 20 years ago to enhance flexibility, lower costs and access exceptional talent.

Learn how Omni is again revolutionizing the model and how we can work together to better support your customers.

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Is a remote workforce right for your business?

Not surprisingly, this year has seen a 20-fold increase in the discussion of remote work as the pandemic has sent large swaths of the workforce home to work virtually. A recent Gartner Hype Cycle joined the conversation by declaring work-from-home to have reached the “Plateau of Productivity,” or mainstream status. Yet simply sending someone home to work, does not mean they can effectively work from home.

Omni’s leadership team has been leading the charge with comprehensive work-from-home solutions for more than 20 years. We understand what it takes to empower people to be truly productive in their customer support roles. However, some companies are deeming remote work a success so long as someone can login and take calls from their home.

Now that most companies have sent at least a portion of their workforce home, everyone seems to be claiming remote work “experience.” Traditional BPOs, in-house teams, domestic, and global support centers all sent people home this spring assuming the situation was temporary. Now, however, reality is setting in. It’s expected 25-40% of roles working remotely will remain that way which means companies will have to learn to navigate additional aspects of workforce management.

If you are considering making the work-at-home model a long-term part of your customer success organization, here are some considerations.

Recruiting

  • How do sourcing, selection, and on-boarding practices evolve for remote workers?
  • How can an expanded applicant pool be accessed through new channels, new geographies, and better targeting? What enhanced skills and capabilities can be realized from this broadened talent pool?
  • What compensation structures, incentives, rewards, and engagement tools should be considered for remote team members?

Training

  • What does it really mean to “virtualize” curriculum?
  • How can training times be reduced up to 25% in a remote environment?

Workforce Management

  • What opportunities exist to break free of full-time shifts and increase flexibility with part-time, split shift, and micro-shift offerings?
  • How can seasonal peaks or intraday spikes be handled more efficiently with a remote team?

Operational Delivery

  • What is the best way to allow current managers to engage in a remote environment?
  • How does support staff selection change to allow them (supervisors, quality assurance, continuous improvement) to thrive in a remote model?

Costs

  • What technology and infrastructure changes might allow for improved management and lower costs?
  • Where can increased staffing efficiency allow for reduced team sizes and total delivery hours?

If you’re ready to explore if a work-at-home model is right for your organization, reach out to Omni and we’ll walk you through the ins and outs.

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GBA

Welcome to our GBA resources!

While remote work has been thriving for more than two decades, 2020 has accelerated the work-at-home model like never before. In addition, the “gig economy” is flourishing as people take control of their careers and the way they earn a living.

Whether you are new to remote work, or you’re an experience independent contractor, Omni is building a community of people who can represent some of the nation’s leading brands in customer support roles. Set your own hours, work from your home, and earn a living wage while doing meaningful work, all with the support of the Omni marketplace.

To support you in your work as an independent contractor, Omni has assembled resources to answer frequent questions, find on-boarding assistance, earn new certifications, and explore new gigs. Check back often and don’t be afraid to let us know if there is a resource you’d like to see here.

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We are Omni Interactions

If you are ready to reduce your costs, build capacity, and delight your customers, reach out to us today!