Omneo

1. Initial Consultation: Understanding the client's specific needs and requirements.

2. Customization and Configuration: Tailoring the software to fit the business's unique processes.

3. Data Migration: Transferring existing data into the Omneo system.

4. Testing and Validation: Ensuring the software works as intended in the client's environment.

5. Training: Educating users on how to effectively use the software.

6. Go-Live: Officially launching the software for daily use.

1. Custom Solutions and MACH Architecture:

   • Omneo supports custom solutions and MACH (Microservices, API-first, Cloud-native, and Headless) architecture, allowing businesses to implement and iterate new services and experiences swiftly and effectively across their store network.

2. Personalized Omnichannel Services:

   • The software enables the creation and delivery of personalized, omnichannel services and experiences that are seamlessly linked across all touchpoints for customers and teams. This includes the ability to gather and manage zero-party data privately, ensuring a unified and comprehensive view of customers.

3. Integration with Existing Systems:

   • Omneo can integrate with existing eCommerce and martech platforms, which typically do not enable premium omnichannel customer experiences. This integration helps in organizing and making customer data actionable, providing tools and information necessary for delivering personalized services.

4. Customizable Loyalty Programs:

   • The software offers sophisticated loyalty mechanics, allowing businesses to define and operationalize unique incentive models. This includes rewarding valuable customer behaviors and high-performing staff, thus enhancing customer engagement and loyalty.

5. Client-Specific Applications:

   • Omneo uses Google Cloud's App Engine to manage the development of core products and client-specific applications. This capability supports multi-tenancy, enabling Omneo to bill customers for resources specific to their domains, thus providing a tailored solution without skewing base operating costs.

6. Rapid Implementation and Iteration:

   • The platform promotes a culture of agility and continuous improvement, enabling teams to rapidly implement and iterate new services and experiences. This includes built-in training, feature switches for focused testing, and dedicated support from Omneo's team.

7. Customizable Widgets and Tools:

   • Omneo provides a collection of embeddable widgets and tools that can be customized to enhance customer experiences. These tools help in capturing deeper insights from both active and passive sources, aligning analytics with success metrics for quick experimentation and assessment.

8. Support for Custom Development:

   • Omneo's team of strategists, experience designers, and engineers can work with clients to craft and ship personalized services and experiences. This collaboration ensures that the software is tailored to meet the specific needs of the business.

Omneo software may involve initial setup fees, which cover the costs of software installation and configuration. These fees can vary based on the complexity of the implementation and the specific requirements of the client.

Maintenance Fees

Monthly software maintenance costs for Omneo can vary significantly depending on the type of software, the number of users, and the required activities. For example:

• Mature Enterprise App: Maintenance costs range from $5,000 to $15,000 per month. This includes activities such as monitoring software availability, performance, security, compliance, infrastructure optimization, data management, and L3 support.

• Actively Evolving Customer-Facing App: Maintenance costs range from $30,000 to $50,000 per month. This includes continuous software evolution, regular code reviews, and extensive support activities.

Support Charges

Support charges can vary based on the level of support required. Omneo offers different support plans, which may include:

• Basic Support: Typically included in the subscription fee, providing access to online resources and basic troubleshooting.

• Premium Support: May involve additional charges and includes more comprehensive support services, such as dedicated account managers, faster response times, and more extensive troubleshooting assistance.

Omneo offers a variety of training options to help new users get started with the software:

1. Online Training:

   • Modules and Certification: Online training consists of multiple modules covering various aspects of Omneo software, including intercom basics, product portfolio, networking, and configuration software. Successful completion of these modules can lead to a Professional Level Certificate.

   • Self-Paced Learning: Users can start and pause the training at any time, allowing for flexible learning schedules.

2. Classroom Training:

   • Hands-On Experience: Classroom training provides immersive, hands-on experience with Omneo hardware and software. It covers advanced topics and system integration, and may include optional commercial sales training.

3. Virtual Classroom:

   • Webinars: Omneo offers webinars that provide concentrated learning experiences. These sessions are interactive, allowing participants to ask questions and receive real-time answers from trainers.

1. Data Encryption:

   • Data is encrypted both at rest and in transit to minimize the risk of data loss.

2. Identity and Access Management:

   • Omneo uses Identity and Access Management (IAM) to control who has access to infrastructure resources. Minimum permissions are set to ensure that project members only have the access necessary to complete their tasks.

3. Separate Customer Databases:

   • Each customer database is kept separately in its own Google Cloud project, preventing data commingling between different customer accounts.

4. Automated Infrastructure Management:

   • Omneo uses Terraform and CircleCI to manage infrastructure as code, automate testing, and deployment. This approach helps maintain the desired state of infrastructure and minimizes downtime caused by bad code.

5. Regular Security Audits:

   • Regular security audits are conducted to identify and address vulnerabilities.

6. Network Security:

   • Omneo employs various network security measures, including VPN connections and two-factor authentication for remote access.

1. Microservices Architecture:

   • By deploying microservices on Google Kubernetes Engine, Omneo can roll out dozens or even hundreds of features and updates each month. This includes updates such as reward extensions and recent profile views on the Profile Portal.

2. Automated Testing and Deployment:

   • Omneo uses CircleCI to automate testing and deployment. Each code change is tested before being applied to the production environment, ensuring that updates do not disrupt service.

3. Release Notes:

   • Detailed release notes are provided for each update, documenting new features, updates, and bug fixes.

1. Full Data Ownership:

   • Clients have full ownership of their first-party data without any third-party involvement. This empowers clients to deliver exceptional and unique experiences to individual customers based on their personal journeys.

2. Data Portability:

   • Omneo provides tools for data export, allowing clients to easily transfer their data if needed. This ensures that clients can move their data to another platform or service without any restrictions.

1. Microservices Architecture:

   • Omneo uses a microservices architecture deployed on Google Kubernetes Engine, which allows for independent scaling of web servers. This means that businesses can scale their infrastructure cost-effectively without over-provisioning.

2. App Engine for Custom Applications:

   • Omneo leverages Google Cloud's App Engine to manage the development of core products and client-specific applications. This supports multi-tenancy, enabling Omneo to bill customers for resources specific to their domains, thus providing a tailored solution without skewing base operating costs.

3. Scalability Features:

   • The OMNEO media networking architecture can scale to include up to 10,000 nodes and can interoperate across multiple IP subnets and long distances, making it suitable for complex network designs and applications.

1. Contract Renewal:

   • Contract renewal involves extending an existing contract between two parties. It can be manual or automatic, depending on the agreement. Renewal provides an opportunity to reassess costs, vendor performance, and evolving needs, and to renegotiate terms if necessary.

2. Automatic Renewal (Evergreen Contracts):

   • Some contracts may include an automatic renewal clause, which renews the contract without requiring manual renegotiations. This provides stability and security over an extended period but requires clear communication and reminders to avoid unwanted renewals.

3. Cancellation Notice:

   • Omneo's terms for cancellation typically require a notice period. For example, AnyDesk requires a 90-day cancellation notice before renewal. Missing this window can result in automatic renewal and continued obligation to pay for the service.

4. Modification and Cancellation Fees:

   • Cancellation or modification of support items must be made in writing. The organizers may retain a percentage of the agreed package amount depending on the timing of the cancellation. For instance, a cancellation made before a certain date might incur a 10% fee, while later cancellations could incur higher fees.

1. Data Encryption:

   • Data is encrypted both at rest and in transit to minimize the risk of data loss.

2. Identity and Access Management:

   • Omneo uses Identity and Access Management (IAM) to control access to infrastructure resources, ensuring that only authorized personnel have the necessary permissions.

3. Compliance with Privacy and Security Standards:

   • Omneo respects consumer privacy by design and complies with rigorous privacy and security standards to handle personally identifiable and sensitive data.

4. Industry Standards:

   • OMNEO supports multiple industry standards, including Audinate’s Dante, AES67, AES70, and SMPTE ST 2110-30 for media transport and control. These standards ensure interoperability, flexibility, reliability, and future-proof technology.