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Zendesk updates mobile gaming potential with next-gen messaging platform

George Miller

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Zendesk updates mobile gaming potential with next-gen messaging platform
Mikkel Svane, Zendesk’s CEO and chairman.
Reading Time: 3 minutes

Zendesk, the leading customer service and engagement platform across hundreds of industries including iGaming, mobile, land-based and hospitality, has expanded its omnichannel presence with WhatsApp support integrations following the company’s latest acquisition, as well as an integration with Slack.

Launching the next generation of conversational messaging experiences, Zendesk has acquired Smooch, the Montreal-based messaging platform connecting companies with customers to power more personalized and human conversations.

According to the company’s founder, CEO and chairman, Mikkel Svane: “We live in a messaging-centric world, and customers expect the convenience and interactivity of messaging to be part of their experiences. As long-time partners with Smooch, we know first hand how much they have advanced the conversational experience to bring together all forms of messaging and create a continuous conversation between customers and businesses.”

The acquisition marks Zendesk’s next step in delivering the best omnichannel experiences by connecting conversations between businesses and customers on any messaging channel–from websites and mobile apps to the world’s leading messaging apps like WhatsApp and Facebook Messenger. More than 75 percent of all smartphone users now use messaging apps such as WhatsApp. Smooch is one of the largest providers of WhatsApp Business integration, and through Zendesk’s early access program, companies can now reach WhatsApp’s 1.5 billion users to manage service interactions and engage with customers directly through Zendesk Chat. This marks the continued expansion of Zendesk’s integration with the WhatsApp Business API into The Zendesk Suite.

“With their launch of Sunshine last year, Zendesk took the bold and disruptive step required to compete for and win the future of CRM,” said Warren Levitan, co-founder and CEO of Smooch  “The decision to combine forces with Zendesk and help further their CRM strategy will allow us to supercharge our existing mission for building the best customer experiences. We are thrilled to be joining the entire Zendesk team, so many of whom we have had the pleasure to work with over the past three-and-a-half years.”

Zendesk provides omnichannel service and CRM expertise to more than 145,000 paid customer accounts offering support in over 30 languages and is committed to the gaming landscape with an emphasis on creating a consistent conversational experience for omnichannel providers.

Businesses struggle to manage the rapidly increasing number of customer inquiries across a variety of disparate channels. Smooch is the only messaging solution pulling in all customer conversations across web, mobile, and social messaging into a cohesive interface no matter what the channel is. This acquisition furthers Zendesk’s commitment to an open, flexible CRM that businesses can harness to build and offer differentiated customer experiences.

Together, Zendesk and Smooch will drive the next wave of connected conversations on a variety of messaging channels, including WhatsApp, Facebook Messenger, LINE, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS text, RCS and through native web apps, as well as over iOS and Android mobile apps.

Zendesk is headquartered in San Francisco, and operates worldwide with 17 offices in North America, Europe, Asia, Australia, and South America providing crucial footholds into established and emerging markets across the global gaming industry. In fact, just last year, Zendesk also announced an integration with Discord that makes it easier for game developers and publishers to solve customer service issues directly in Discord without interrupting game time.

Following the Smooch acquisition and product enhancements, Zendesk is also launching a Conversation Solutions Team, which will support businesses seeking to leverage Smooch’s best-in-class conversation platform to craft personalized messaging experiences.

“This team can deliver customized messaging applications such as a global hotel brand that provides customers with a premium, omnichannel guest experience through the ability to message hotel staff on property in real-time for any needs across a range of messaging platforms,” added Prelini Udayan-Chiechi, VP Marketing, EMEA at Zendesk. “To make great customer experience accessible to everyone, Zendesk is also continuing to develop The Zendesk Suite which was launched in 2018 and has quickly become our most successful product launch. Since its launch it has driven a 400 percent increase in our customers adopting omnichannel solutions chiefly through its robust and growing Zendesk App Marketplace, which is expanding with the addition of new Suite Ready partners including Atlassian Statuspage, Lessonly, Maestro, Stella, Tymeshift, Geckoboard, and Ada. These integrations help businesses improve their customer experience (CX) operations in a variety of ways, including training and managing their workforce, tracking KPIs and goals, and monitoring their tickets for quality assurance. We are excited about how all of these innovations will pave the way for new possibilities across the gaming industry with regards to customer experience, omnichannel growth and of course, revenue.”

To find out more about Zendesk and Smooch’s messaging solutions, available directly to new customers, the Conversation Solutions Team or to sign up for the WhatsApp EAP with Zendesk Chat, visit zendesk.com/message.

Industry News

Players Can Still Vote for Their Favourite Finalists in the AskGamblers Awards Race

George Miller

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Players Can Still Vote for Their Favourite Finalists in the AskGamblers Awards Race
Reading Time: 2 minutes

The top 10 finalists are lined up within all four categories, and the ultimate winner’s title per category is anyone’s game at this point. With two more months left until the voting phase is closed, the players are encouraged to give their final say and help choose the Best Online Casino, the Best New Online Casino, the Best New Slot and the Best Software Provider winners.

The AskGamblers Awards will be officially closing on 17 January 2020, on the night of the AskGamblers Awards.

Good news for everyone who still hasn’t had the chance to cast their vote and help AskGamblers choose the Best Online Casino, the Best New Online Casino, the Best New Slot and the Best Software Provider winners – there is still time to vote, and the only condition is to be a registered user on the AskGamblers website.

AskGamblers’ Head of Account has excitedly shared his anticipation for the announcement of the winners’ names and the AskGamblers Awards night, too: “Everyone’s biting their nails, waiting to see who the winners are going to be. We’ve been in this for so many months and the fact that the end is so close is keeping us all exhilarated! We couldn’t be happier about the way the process has been going so far. The night of the announcement will be spectacular for sure, and I guess all we can do now is wait for the players’ final votes. So exciting!”

The voting process is taking place on the AskGamblers Awards website, with each player granted the opportunity to vote for only one of their favourites in each category. Once the vote is placed there is no turning back, meaning – the players can’t take their vote back, vote several times per category or rethink their choice.

A reminder concerning categories available for voting:

Best Online Casino – The players vote for, in their opinion, the online casino they’ve had the best experience playing at. This category lists casinos that have been around for a while and have successfully kept their good name intact by continually providing quality gambling opportunities.

The online casino brands that have made the cut are as follows: Betsson Casino, Bitstarz Casino, CampeonBet, Everum Casino, EnergyCasino, Gunsbet Casino, King Billy Casino, Konung Casino, Mr.Play and Platincasino.

Best New Online Casino – The category lists new online casinos to have recently come around and become the players’ gambling go-to. In the industry that’s as competitive as this, it is true success for new casinos to be approved by both veteran and new players.

The best new casinos listed are 21.com, BaoCasino, MonteCryptos Casino, Maneki, Sportsbet.io, Spinia Casino, SlotWolf, Syndicate, Wishmaker, and Wazamba Casino.

Best New Slot – Spinning reels is one of the players’ favourite gambling activities, and when new slots come about, the excitement is almost palpable. This category lists new slots in the industry the players have accepted, approved, and potentially grown to love.

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Industry News

Kalamba Games names Tamas Kusztos as Head of Sales and Account Management

George Miller

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Kalamba Games names Tamas Kusztos as Head of Sales and Account Management
Reading Time: 2 minutes

 

Kalamba games has appointed Tamas Kusztos as Head of Sales and Account Management to help take the company into a new era of commercial growth.

With a decade of leadership experience under his belt, Kusztos brings to the role a wealth of expertise from key aspects of the industry, joining Kalamba from a substantial role at Quickspin.

He also held leading roles at major operators, including GoldBet, Betsson and Rizk, providing him with a unique, holistic understanding of the sector and a track record of delivering targets across the board.

At Kalamba, Kusztos will focus on building key strategic partnerships in new and existing markets as the company prepares to launch a proprietary Remote Gaming Server (RGS) pending final regulatory approval.

Tamas Kusztos, new Head of Sales and Account Management, said: “I’m really pleased to be joining Kalamba at a time of huge growth and look forward to working with its talented team to continue to propel the business to new heights.

“Kalamba has fast developed a solid reputation in the industry for developing quality, innovative content that meets player demands in multiple markets. With the opportunities presented by the development of its own RGS, the future looks brighter than ever and I’m excited to be a part of it!”

Giles Lucas, CCO at Kalamba Games, said: “This year has been unprecedented in terms of growth and it is fantastic to have Tamas on board to help build on our existing partnerships and reach new clients, bringing enthusiasm and a strategic mindset to the role.

“His varied experience in markets across Europe and Asia, together with his ability to deliver results through ensuring great team dynamics and intelligence-lead decision making, will serve as a major advantage to Kalamba as we enter a new stage of business development going into 2020.”

 

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Industry News

Realistic Games Launches Three New Exciting Instant Win Games

George Miller

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Realistic Games Launches Three New Exciting Instant Win Games
Reading Time: 2 minutes

 

Pull A Cracker, Shuffle Bots and Cashing Rainbows Pull Tabs now live

Award-winning casino content provider Realistic Games has added three new instant win games to its portfolio, Pull A Cracker, Shuffle Bots and Cashing Rainbows.

The new instant win titles contain more exciting features, first introduced in October with the release of Super Graphics Upside Down and Spin Dizzy. The games now include a free games bonus round, re-trigger chances on Pull A Cracker and Cashing Rainbows as well as random win multipliers up to x20 which create an even more engaging player experience.

Pull A Cracker, Realistic’s first seasonal title, can award players with an early Christmas present, offering a top prize of x750. The game includes a free games bonus round which can be re-triggered. Any win that the player receives in the bonus round is multiplied randomly by either x2, x3, x4 or x5.

The dancing robot themed pull tab, Shuffle Bots, offers a maximum prize of x500 the player’s bet. Finding 2 scatter symbols awards 5 free games and finding 3 scatters awards 10 free games; both of which can re-triggered. Shuffle Bot’s bonus round will also remove the lower value symbols, leaving players with the exciting opportunity of hitting the big wins.

Players of Cashing Rainbows can expect a maximum win of x2000 their bet, with a chance of triggering 15 free games by finding 2 or more scatter symbols. The player can then be rewarded with a multiplier up to x20 on any win in the free games.

Robert Lee, Commercial Director at Realistic Games, said:Pull A Cracker, Shuffle Bots and Cashing Rainbows are all designed to boost player engagement and retention rates while maintaining the accessibility and simple gaming experience provided by our instant win titles.

“The addition of free spins to the classic game format has raised the bar of our hugely popular pull tabs library, revitalising the playing style with a concept that has proven to increase session time.

“With themes that have been carefully crafted to appeal to a range of players and mechanics that cater to both instant win and slot players, these three pull tab releases are set to be a huge hit with our operators.”

Demos of Pull A Cracker, Shuffle Bots and Cashing Rainbows are available via the links.

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