Omnix Digital

Ho Chi Minh City, Vietnam

Omnix DigitalOnline Gaming CRM

A CRM that helps online gaming operators see each player clearly, handle support faster, run campaigns at the right moment, and follow the full journey on one platform.

Explore product
Live Ops

High-value players

0

+12.8%

Open conversations

0

18 minutes faster response

Player lifecycle signals

VIP risk78%
Campaign fit64%
Support urgency91%

Support

Tickets, chat history, and handoff notes in one place.

Growth

Group players and trigger retention journeys at the right time.

Product modules

One CRM for player relationships, support, and growth.

Omnix Digital designs CRM around how game operations actually work: player value, risk, support history, campaign timing, and clear ownership across teams.

Player profiles

Bring identity, lifecycle stage, value tier, preferences, support history, and risk notes into one screen.

Support collaboration

Agents, supervisors, and related teams all see tickets, live chat, escalations, and handling history.

Marketing campaigns

Build player groups for retention, win-back, VIP care, and product education.

Ticket and conversation management

Organize requests by priority, product, language, status, and owner.

Operational analytics

Track volume, response time, player value, campaign performance, and support quality.

Tied to the game

Connect CRM work to the games, events, and player journeys happening now.

Detailed CRM capabilities

Each module is clearly separated, so the whole team can see the full CRM scope.

Every module can stand on its own in day-to-day work, while a shared player profile keeps support, marketing, product, and leadership on the same information.

01

Player 360 profile

One operating profile for every player: identity, value, lifecycle, history, preferences, and risk.

Key capabilities

  • Bring together identity, account status, contact channels, language, timezone, and consent.
  • Lifecycle stage, VIP tier, value group, games of interest, recent activity, and churn-risk tags.
  • A full timeline of support conversations, ticket history, campaigns received, notes, and follow-up work.

Best when

Support staff or account managers need to understand a player before replying, escalating, or planning a retention move.

02

Omnichannel conversation center

A shared inbox for live chat, social, messaging, and internal follow-up around each player issue.

Key capabilities

  • Conversation queues by channel, urgency, product, player value, language, and owner.
  • Internal notes, supervisor review, handoff history, reply templates, and SLA timers.
  • A side panel with the player profile, recent events, open tickets, and how the last case was resolved.

Best when

Support teams handle a high volume of conversations and still need consistent reply quality.

03

Ticketing and escalation

Structured case management for issues that need investigation, several teams, or sensitive policy handling.

Key capabilities

  • Ticket types for payments, account access, product bugs, promotions, VIP service, and risk review.
  • Priority rules, SLA status, assignment, escalation path, evidence attachments, and resolution codes.
  • Supervisor dashboards for backlog, overdue cases, reopened tickets, and repeating root causes.

Best when

An issue cannot be closed in one chat and needs a clear owner across support, product, or finance.

04

Segmentation and lifecycle campaigns

Group players by behavior, then trigger journeys for retention, win-back, and VIP care.

Key capabilities

  • Dynamic groups by value tier, recent activity, game preference, churn risk, and support experience.
  • Journey steps for welcome, activation, win-back, reward reminders, product guidance, and VIP care.
  • Campaign history on the profile, so support can see which messages or offers the player already received.

Best when

Growth teams want CRM data to reach the right players, instead of sending the same message to everyone.

05

VIP and account management

A dedicated space for high-value player care: relationship work, service quality, and proactive outreach.

Key capabilities

  • VIP list, account owner, preferences, special notes, relationship history, and care schedule.
  • Task reminders for check-ins, issue follow-up, event invites, reward handling, and service recovery.
  • VIP health indicators covering activity, satisfaction, ticket volume, and value movement.

Best when

VIP managers need a proper care process, not scattered spreadsheets.

06

Tied to products and events

Connect CRM records to games, campaigns, live events, and the operational moments that shape player behavior.

Key capabilities

  • Product tags, live events, promotion history, game preference, and issue groups by product.
  • Event-aware support context, so teams can see if a player is affected by a launch, reward, or maintenance window.
  • Operational notes that help product teams spot friction, repeated feedback, and recurring event issues.

Best when

Online gaming operators, where support and CRM work depend heavily on what is happening in the game.

07

Risk, compliance, and quality

Controls for sensitive work, unusual-activity notes, policy review, and quality scoring on every player interaction.

Key capabilities

  • Risk flags, restricted notes, review status, audit trail, and controlled escalation for sensitive cases.
  • Quality scorecards for replies, handling, handoff accuracy, and consistency with policy.
  • Management view of recurring risk themes, quality gaps, and unfinished review queues.

Best when

Teams need tighter governance around account, payment, promotion, or other sensitive service situations.

08

Operations analytics and management reporting

Dashboards that turn CRM activity into operating numbers for support leads, growth managers, and executives.

Key capabilities

  • Service metrics: volume, backlog, first response time, handling time, reopen rate, and SLA.
  • Player metrics: group size, retention movement, VIP health, campaign performance, and churn trends.
  • Team reporting by channel, product, language, workload, escalation group, and business impact.

Best when

Leadership needs to see both support health and the outcome of player relationship care.

How it runs

From player signal to action, without breaking the information trail.

Omnix Digital helps support, product, and growth teams turn scattered data into coordinated work with a clear owner.

  1. 01

    Bring player information together

    Put the profile, interaction history, and product context into one CRM workspace.

  2. 02

    Prioritize the right work

    Use lifecycle, urgency, and player value to focus on what has the highest impact.

  3. 03

    Align on the next step

    Support staff, supervisors, and growth teams all know who owns the work and what comes next.

Contact

Talk with Omnix Digital

Leave a mobile number and confirm it with an OTP. We will get in touch to discuss CRM needs for your online gaming products.

  • A registered company in Ho Chi Minh City
  • Focused on CRM for online gaming operators
  • A Vietnam-based team, ready to discuss your CRM needs

Contact us

Use an international format, for example +84 for Vietnam.

CRM

Built specifically for online gaming operations

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International number verification, tuned for Vietnam

24/7

Ready for always-on player support