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Gamesys builds on “transformative” year with 360º customer experience focus

George Miller

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Gamesys builds on “transformative” year with 360º customer experience focus
Reading Time: 3 minutes

 

Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.

With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?

Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.

Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.

 

Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?

To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.

 

Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?

Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.

Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.

As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.

 

How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?

We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.

We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.

 

Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?

For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.

 

As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?

We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.

We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.

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Playson Reports Great Success at ICE London 2020

Niji Narayan

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Playson Reports Great Success at ICE London 2020
Reading Time: < 1 minute

 

Casino software provider Playson has reported great success at ICE London 2020.

This year was the company’s busiest ICE yet, with 85 pre-scheduled appointments and more than a dozen on the spot meetings each day at February’s massive event held at ExCel London.

The Playson stand at ICE welcomed over 1000 delegates including several of the trade news media, all eager to learn about the exciting products. The supplier’s impressive range of engagement tools were on display along with its ever-burgeoning slot portfolio, which includes hits such as Fruit Xtreme and Red Chilli Wins.

Playson also hosted its ICE London 2020 Tournament, with a new game Playson game featured every day at the stand and one lucky player taking home a set of Apple AirPods every day.

“This year’s ICE London 2020 was a huge success and our stand was a hive of activity for the whole event. We look forward to next year which will see us returning bigger and better than ever!” Alex Ivshin, CEO of Playson, said.

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Red Rake Gaming releases on Wildz Online Casino

George Miller

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Red Rake Gaming releases on Wildz Online Casino
Reading Time: 2 minutes

 

Innovative casino content provider, Red Rake Gaming, has launched its games with a new comer to the market, Wildz Online Casino.

Wildz Online Casino, launched in 2019, has grown at an incredible rate since its inception and has clearly resonated with its target markets through its focus on delivering the best player experience and rich content offering. By building its foundations on new technology, it delivers speedy response rates and real-time rewards for its players which has resulted in tremendous growth across multiple markets.

The partnership will see Wildz Online Casino accessing all the top performing games delivered by Red Rake Gaming to its players including key titles such as Super12Stars, which is an action packed slot with multiple feature and bonus rounds, Tiger & Dragon – the slot that give players 1 million ways to win – and the cluster slot, Gustav Minebuster, giving players the chance to win 20000x.

Red Rake Gaming’s key focus is on delivering engaging and innovative content to its partners and 2020 will be no exception with a packed roadmap lined up. With firm commitment to its partners, Red Rake Gaming continues to strive in delivering what operators and players want demonstrated by the recent release of the progressive tournament tool which is causing a stir within Red Rake Gaming client network.

Nick Barr, Managing Director for Red Rake’s Malta operations, commented on this partnership, saying: “We are thrilled to be working with the Wildz team and it’s incredible to see what they have achieved in such a short period of time. We are very much looking forward to being a part of their continued growth and delivery of an industry leading casino”.

Tony Kjaldstrom, COO at Rootz comment: “We are pleased to join forces with Red Rake Gaming to offer their game lineup at Wildz Online Casino. Red Rake Gaming delivers quality titles that will be a welcome addition to our casino. In particular, the replay feature on Red Rake’s titles will be sure to generate interest, especially among seasoned casino players. However, more important than these extra features is the overall quality of the games themselves. In that regard, Red Rake Gaming absolutely delivers. Welcome aboard!”.

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Great list of live cricket online free – 1xBet

George Miller

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Great list of live cricket online free – 1xBet
Reading Time: 2 minutes

 

Hundreds of unique competitions are presented in the line and live of this trusted betting company. And what is more, traditionally you receive particularly high odds with your bets. Live cricket online free – 1xBet is a good opportunity not only to follow the competitions, but also to earn on them.

In the company you will be able to make forecasts not only for popular tournaments, but also for meetings at the local level. The brand pays attention to a great range of tournaments, which will allow you to place bets on exactly what you are really interested in. Note that all data on the course of events is updated in live. Thanks to this, you can keep abreast of the latest news and quickly respond to all changes.

As for live cricket online free – 1xBet, it involves dozens of options for the outcome of the confrontations. This will allow you to make money on something that until recently was just a hobby for you.

It will be possible to withdraw winnings using popular payment systems. For example, these are the ones that are used on the website of this company:
1. Visa.
2. Mastercard.
3. Skrill.
4. Neteller.
5. Bitcoin.

To collect your money, go to https://1xbet.com, then to your personal account and select the preferred payment system there. After that, the system processes the request, and you can withdraw your funds.

Live greyhound racing on the company’s website
One of the main advantages of the presented brand is a wide line of events. For example, it pays attention not only to popular disciplines like football, hockey, tennis, but also to competitions that are rarely found among its rivals. These are some of them: water polo, trotting, darts.

The live greyhound racing on www.1xbet.com is also available. This is your great opportunity to earn money on exciting competitions that take place around the world. And what is more, they are accompanied by very good odds. As a result, it is enough to make a correct prediction in order to hit the big jackpot.
You can check the status of your balance in your personal account. It contains information on your financial success. Such data is especially important for those who want to make betting not just their hobby, but a reliable source of income.

Live greyhound racing on a trusted platform is becoming more and more popular. If you also want to make money on it, then register on the site of this reliable bookmaker and make a deposit using one of the available payment systems.

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