What Omnie Integrated Services does

Omnie Integrated Services Inc. (also operating as Omnie / omnieCSR / omnieAI) is a private, founder-controlled managed customer service provider founded in 2021 and incorporated in the United States, with headquarters in Manhattan Beach, California, and operational offices in Vancouver, Montreal, and Toronto. The company sells an omnichannel customer service platform, branded as omnie, that combines proprietary AI capabilities (omnieAI Digital Agent and Voice AI Agent) with a distributed Human Cloud Network of human agents, delivering 24/7 customer support across voice, SMS, email, live chat, social media (Facebook, Instagram, Twitter, Google My Business), and messaging apps (WhatsApp, WeChat, LINE) in 100+ languages.

The platform's core technology is an AI-driven automation layer — built on OpenAI's ChatGPT accessed through a strategic partnership with Yuma.ai — that handles routine inquiries (order tracking, returns, subscription management, pre-sale questions, billing) and escalates low-confidence or complex interactions to trained human agents with conversation context preserved. It includes a Revenue Generation module with exit-intent and targeted chat campaigns, an Actionable Insights analytics layer offering 400+ metrics, and a Self-Help knowledge-base module. The product is delivered to e-commerce merchants, DTC brands, and Shopify Plus retailers through deep integrations with Shopify (Flagship), Gorgias, Zendesk, Klaviyo, Recharge, and BigCommerce, with a self-serve Branded Live Support app available on the Shopify App Store.

Omnie generates revenue through four monetized channels: usage-based Digital AI tickets ($0.90–$1.00 per ticket with volume discounts), a hybrid Voice AI subscription ($995 onboarding + $495/month platform fee + $0.19 per minute), hourly billed managed human agent services ($7.95/hour dedicated, $13.95/hour part-time), and a $99/month Shopify App Store subscription. Go-to-market combines direct enterprise sales, inside sales for mid-market, self-serve PLG via the Shopify App Store, and a referral partner program. The company is bootstrapped with disclosed funding from Fulmer Capital Partners (board director Yuri Fulmer) and operates without external VC backing, led by founder and president Jordan Brown.

Name

Omnie Integrated Services

Legal name

Omnie Integrated Services Inc.

Website

https://omniecsr.com

Company type

Private

Founded year

2021

Operating status

Operating

Headcount range

1–10 employees

Short description

Omnie Integrated Services is a private, founder-led US-incorporated managed customer service provider that combines proprietary AI (omnieAI, Voice AI) with a distributed global human agent network to deliver 24/7 omnichannel support in 100+ languages for e-commerce, DTC, and Shopify merchants.

Ownership category

akta.pro rank

Product category

Managed Customer Service / Customer Experience Outsourcing

NAICS

All Other Support Services (561990)

SIC

Services-Management Services (8741), Services-Prepackaged Software (7372)

akta.pro primary industry

Appointment Scheduling & Service Dispatch Support (BPAAABAO)

Keywords

• Managed customer service
• AI customer support
• Ecommerce outsourcing
• Shopify customer service
• Omnichannel helpdesk

Headquarters

HQ city

Vancouver

HQ country

Canada

HQ region

North America

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. AI Automation Services (Digital AI): Usage-based pricing for AI-powered digital customer service automation, charging per ticket resolved. Volume discounts apply for higher monthly ticket volumes.
2. Voice AI Services: Hybrid model combining platform subscription fees with per-minute usage charges for automated voice support, plus one-time onboarding fee.
3. Dedicated Human Agent Services: Hourly billed managed services providing dedicated human agents for customer support, with flexible scheduling including part-time options.
4. Shopify App Subscription: Monthly subscription for branded live support app available through Shopify App Store, enabling self-serve merchant onboarding.

Pricing tiers

Go-to-market motion4 records

Distribution channels3 records

Marketing channels5 records

Core offering

Omnie Integrated Services provides outsourced, omnichannel customer service for e-commerce businesses by combining its proprietary omnieAI automation platform with a distributed multilingual human agent workforce (the Human Cloud Network). Its deliverables include AI-driven digital and voice support, dedicated human agents, and the Shopify Branded Live Support app, sold via direct enterprise sales and Shopify App Store self-serve.

Product overview

Omnie is a unified omni-channel managed customer service platform that combines advanced AI automation with experienced human agents. The core platform (omnie) integrates Digital AI and Voice AI as primary AI-powered modules, supplemented by Revenue Generation for proactive sales, Scalable Service for flexible resource allocation, Actionable Insights for analytics, and Self-Help for customer self-service. The platform supports all major communication channels—voice, SMS, email, live chat, social media, and messaging apps—through a single centralized dashboard. Pricing includes AI-only automation starting at $0.90 per automated ticket, dedicated human agents at $7.95/hour, and part-time agent support at $13.95/hour. A Shopify Live Customer Support App extends the platform to Shopify merchants.

Differentiator

Problem solved

Functional benefit

Brands

• omnieAI: Advanced AI customer service companion with language capabilities and vast knowledge, seamlessly integrated into customer service platforms for efficient and personalized interactions. Available for digital channels and voice support.

Products and services

• omnie Platform Unified omni-channel customer service platform that blends advanced AI and experienced human agents into one scalable experience, managing support across voice, SMS, email, live chat, social media, and messaging platforms with a centralized dashboard and reporting.
• Digital AI AI-powered automation for digital communication channels including email, chat, SMS, and social media; powered by the omnieAI Agent and resolves over 60% of tickets instantly with human-grade responses trained on brand tone, policies, and workflows.
• Voice AI Conversational AI for voice-based customer support; omnieAI Voice Agent answers every customer call in seconds with natural, brand-safe responses that troubleshoot, update orders, and escalate only when needed, resolving over 45% of calls instantly.
• Omni-Channel Service Unified customer experience across voice, SMS, email, live chat (100+ languages), social media (Facebook, Twitter, Instagram, Google My Business), and messaging platforms (WhatsApp, WeChat, LINE), managed through a single platform with context preservation.
• Revenue Generation Proactive customer service module that drives revenue growth through precision-targeted chat campaigns, cross-selling with tailored product suggestions, and visitor re-engagement, including discount code extension to high-value customers and exit-intent capture.
• Dedicated Agents Human customer service agents dedicated to client brands, selected for diverse service backgrounds and trained on each client's tone, values, and customer needs, with dedicated Customer Service Manager and Team Lead oversight.
• Omnie Branded Live Support (Shopify App) Managed live chat app for Shopify merchants that installs in minutes to add a fully branded live chat widget on every store page, powered by Omnie's Human Cloud Network with world-class agents available 24/7/365 to convert site visitors into customers.

Quantifiable outcome

• 70% cost reduction through AI automation
• +2 more outcomes

Named customers9 records

Segments6 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration14 records

AI capability10 records

Feature4 records

Partnerships

Four partnerships are on record, tiered core and flagship.

• Yuma.aicoreTechnology or IntegrationStrategic partnership for AI customer service automation leveraging ChatGPT technology. Yuma.ai provides AI infrastructure enabling Omnie to offer advanced conversational AI capabilities to e-commerce customers.
• ShopifyflagshipTechnology or IntegrationShopify App Store partnership featuring the Omnie Branded Live Support app. Enables Shopify merchants to easily integrate AI and human customer service into their stores with one-click installation.
• GorgiascoreTechnology or IntegrationIntegration partnership with Gorgias helpdesk platform enabling seamless customer service workflow between platforms, allowing shared customers to leverage both solutions.
• ZendeskcoreTechnology or IntegrationIntegration with Zendesk customer service platform allowing data synchronization and workflow automation for shared customers using both solutions.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Gorgias: E-commerce-native helpdesk with built-in AI automation and deep Shopify integration; the most direct competitor for Omnie's Shopify-anchored customer base and co-launch partner on AI Agent 2.0.
• Intercom: AI-first customer service platform with Fin AI agent targeting the same hybrid AI + human support use case for DTC and SaaS brands, including voice and digital channels.
• Tidio: Live chat, chatbot, and AI helpdesk focused on SMB Shopify and WooCommerce merchants; closest competitor in Omnie's SMB self-serve tier.
• Ada: AI agent platform for customer service automation across chat and voice; competes for the same AI-deflection ROI story with both digital and voice AI capabilities.
• Help Scout: Customer support platform with shared inbox, AI assist, and Docs — competing for SMB and mid-market e-commerce and DTC customer service budgets.

Broad incumbents

• Zendesk: Enterprise customer service platform offering omnichannel ticketing, AI agents, and workforce management; competes broadly across Omnie's segments and is integrated rather than displaced by Omnie.
• Klaviyo: E-commerce data and engagement platform expanding into service workflows; competes for the same Shopify merchant wallet and is both an integration partner and an emerging competitive threat.
• LivePerson: Enterprise conversational AI and messaging platform with voice and digital support at scale; competes for larger enterprise and brand-side CX contracts.
• Kustomer: CRM and customer service platform with AI agents and omnichannel workflows, part of the Meta/Salesforce-adjacent ecosystem competing for enterprise CX deals.

Emerging players

• Forethought: AI customer support platform (Triage, Autoflows, SupportGPT) targeting mid-market and enterprise customers with native helpdesk integrations.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles12 records

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Omnie Integrated Services