Floor to plan
What we recommend was learned running floors: rosters built on real arrival patterns, the training model we certify our own agents on, coaching from teams that sell every day. How we train →
Consulting
Four practices, built on a working floor.
Transformation & process, customer experience, launch-day customer care and Corporate Intelligence — four practices covering the entire value chain of customer experience management, with the customer’s experience as the yardstick in every one. The goal never changes: turn customer service from a cost center into a profit center.
The difference
Advice from operators, not slideware.Everything we recommend, we run ourselves — live floors, every day, for some of the most demanding brands in GCC. If it does not work on a real floor, it does not go in the plan.
The loop
why both sides workGood at operations because we consult. Good at consulting because we operate.
One team runs both sides: the consultants who design operating models, and the floors that live on them every day. Omniat exists because of both — an Ai built by people who design operations and answer customers for real. Whichever door you enter by, the other two are working for you.
Plan to floor
Our own floors run on the operating models, processes and governance our consultants designed — every method in daily use before we bring it to yours. Explore outsourcing →
Ai from the floor
Omniat is designed, deployed and supervised by the team that runs live operations — consulting rigour, operating reality. Meet Omniat →
Four practices
we publish how we workTransformation & process
Operating models coded and rated, process maturity baselined from what people actually do, and transformation offices with a mandate to keep both alive.
Customer experience
Customer-excellence programmes, CX strategy, measurement in four quadrants — and a client team left owning the method when the consultants leave.
Launch-day customer care
The care processes a new operator needs on day one, designed, piloted and governed — about three months from purchase order to operations launch.
Corporate Intelligence
Sized markets with confidence-scored estimates, white-space maps, propositions priced below perceived value, and channel plans with a pilot.
How an engagement runs
scaled to the assignmentAssess, design, implement, hand over.
01 · AssessStart from the factsThe operation as it runs today — numbers, processes, and time spent listening on the floor
02 · DesignDefine the targetOperating model, processes and the indicators that will prove it works
03 · ImplementBuild it togetherAlongside your team, on your systems — change that sticks because your people made it
04 · Hand overLeave it runningA documented, measured operation — run by you, or by us if you prefer
Engagements run on the same discipline as everything else we do — the governance model scales down to a consulting assignment as naturally as it scales up to a full operation.
Consulting engagements
anonymised · verifiable in conversationThree engagements, three shapes.
Customer care revamp for a Gulf MVNO
The full arc: a CEX maturity assessment across the organisation, a strategy and initiatives roadmap for the short, mid and long term, a new operating model for the organisation and its processes, and a cloud contact-center platform — locally hosted. Then we ran the operation for the first months, coaching the client's team to take over and run it to the new standard.
Customer service for a government entity
Set-up and management of inbound and outbound service with trained, certified agents: a best-in-class platform, the operating processes around it — KPIs, quality, scheduling — a smart IVR under continuous improvement, live dashboards, and governance on weekly and monthly reviews. Service level and answer rate met consistently since inception.
Two operations at once, one market
For an ISP in the Gulf: revamping its existing customer operation of well over a hundred agents while building a separate greenfield set-up for its MVNO startup. Every customer journey revised digital-first, a new omnichannel platform across social media, WhatsApp and voice, and Ai bots automating first contact and routing.
Experience, shared
We advise on what we do daily.
We write up what we do and publish it: the office that ran a transformation, an operation taken over and improved, and the method behind every engagement — there to read, before we ever meet.
Get in touch
Where does your operation leak value?
Tell us where it hurts — cost, quality, attrition, or a transition you are weighing. We come back with an honest assessment of what we would change, and what we would leave alone.