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How to Organise Customer Support Services Effectively?
When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.
Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.
In-House vs Outsourced Services: Pros and Cons
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Crucial Customer Support Services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:
- First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
- Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
- VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
- Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.
The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.
Enhanced Customer Support Services
Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:
- Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
- Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
- Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.
The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.
Here are this weeks latest slots releases compiled by European Gaming
PG Soft has launched its latest all-star game, Galaxy Miner. This space-inspired title is a 3-reel, 3-row video slot featuring Win Vortex symbols and Prize symbols up to 1000x. Players travel to the year 3127, to a world beyond the stars dominated by the legendary X Vortex — a force that swirls in silence, devouring everything in its path and forging Galactic Treasures deep within.
Inspired Entertainment, Inc. has announced the release of three new online slot titles this July across UK and Malta iGaming jurisdictions: Chili Poppers™, Bichos Mágicos™, and Bigger Piggy Bank™. Each title is designed to provide distinctive gameplay experiences while delivering strong performance for operators.
Play’n GO revisit a classic hit with Super Flip Deluxe, bringing back the charm of the original slot while adding new ways to win and a sleek new look. This update to Super Flip keeps everything fans loved, while giving it a modern refresh. The clean, classic layout is still here – now with sharper graphics and smoother gameplay. Players can also enjoy new features that give them more chances to win, such as surprise coin prizes and a second spin when things don’t quite go their way.
TaDa Gaming, is giving players another chance to hit the big time with 3 Coin Treasures 2, a three reels, five rows slot with 243 ways to win. Part of the TriLuck™ series and a sequel to hit release 3 Coin Treasure, this new release delivers colourful coins and three separate colour coin Scatters to trigger the three different bonus games. Add in the Firecracker Wilds, the Golden Auspicious Coin, Double Reel multiplier, fixed multiplier jackpots and a Lock & Respin feature and it’s easy to see why players are going coin crazy.
Evoplay has launched Sea of Wealth: Hunt for Coin, the latest release in its aquatic-themed slot series. Set in a vibrant underwater world, the 5×3 video slot runs across five fixed paylines and features marine creatures, powerful gods, and ancient treasures hidden beneath the waves. Players will encounter seven regular symbols, alongside Wilds, Bonus symbols, and the mighty Trident as they dive into the action.
Push Gaming returns to the colony with Wild Swarm Triple Hive, blending a fan-favourite setting with the high-engagement 3 Pots system. Wild Swarm Triple Hive builds on the success of 3 Magic Pots, offering the same core mechanic adapted to the world of Push’s beloved bees. The game increases volatility and depth, providing a richer experience for players who enjoy collecting mechanics and multi-stage bonuses.
Play’n GO bring the spirit of the plains to players with Play’n GO Buffalo of Wealth, a dynamic new slot rooted in the legacy of our animal-themed titles. Play’n GO Buffalo of Wealth is Play’n GO’s answer to the enduring popularity of American wildlife-themed slots. It captures the essence of iconic Play’n GO games while introducing fresh design and mechanics that elevate enjoyment.
Stakelogic has released its most action-packed slot to date with Turbo Duck, a high-octane title that blends intense gameplay with cinematic visuals and a winged hero who refuses to back down. Set in a post-apocalyptic retro arcade, Turbo Duck follows Quack-9, a fearless duck mecha-pilot ready for action. As the gameplay unfolds, players join Quack-9 in the fight for control and massive multipliers.
Blueprint Gaming™ invites players on its most bountiful fishing trip to date in Fishin’ Frenzy The Big Catch 3, with a host of sumptuous bonus modifiers charging the latest iteration from the industry-renowned series. The leading UK slot supplier has high hopes for its July release following the roaring success of the original Big Catch title and its sequel, which was released in February 2025.
Red Rake Gaming presents its latest release, Beating Alcatraz, an exciting video slot that transports players to one of the most iconic prisons in the world to experience the ultimate escape adventure. With a 5×4 reel layout and 25 paylines, Beating Alcatrazdelivers an innovative gaming experience centered around the Sticky Wins feature, where every winning combination sticks to the reels and triggers a Respin—offering players the chance to maximize their winnings while keeping the excitement going with every spin.
The latest slot game from Galaxsys takes players on a mythological journey through nine Norse realms, offering unique bonuses, free spins, and up to 7000x wins. Galaxsys, the award-winning games developer, proudly announces the launch of its new slot title: Gates of Asgard: Nine Realms. Rooted in Scandinavian mythology, Gates of Asgard: Nine Realms invites players on a journey across the nine legendary realms of Norse lore.
Step back in time and experience the excitement of Reels Paradise by Booming Games. This classic slot machine features iconic reels and symbols, with modern features that make every spin engaging and enjoyable. Reels Paradise is a 5-reel, 3-row slot game with a unique twist. The first three reels showcase classic slot symbols such as diamonds and bars. The 4th reel is the Value Symbol reel, which exclusively contains prize values.
Gaming Corps is diving into deep waters with the launch of its latest slot, Fishing Pro: Reel Collect — an action-packed release designed to hook players with its unique Prize Collect mechanic. Set against a colourful underwater backdrop, Fishing Pro invites players to bait their hooks and aim for the big one. Every spin in this wild slot brings new opportunities to collect fish, lobsters, and mythical mermaids across a grid bursting with aquatic prizes.
FBMDS just launched Secrets of Scarabs, the first title in its brand-new Titan Series – a premium slot collection created to deliver engaging gameplay, flexible configurations, and high-quality performance across platforms. Inspired by the opulence and mystery of Ancient Egypt, Secrets of Scarabs invites players to explore a world of golden treasures, mystical artefacts, and potential wins.
ICONIC21 is letting players experience the pulsing energy of an unforgettable Vegas night in its latest slot release, Neon Paradise Hold & Win. A new kind of glow is lighting up the game board in this bold and bright slot that brings a modern twist to a proven and always popular game mechanic. Players get to experience the thrills of the classic 3×5 reel setup, aiming to collect six or more Diamond symbols to unlock the Bonus Game.
Amusnet has released its latest video slot, Extra Crown Classic Buy Bonus. This new release invites players to embark on a royal adventure across the 5 beautifully designed reels. This classical video slot has 10 fixed paylines offering many chances to score big and feel the thrill of majestic rewards.
The post Week 31/2025 slot games releases appeared first on European Gaming Industry News.
Industry Awards
Awards Up For Grabs: ELA Games Shortlisted in Two Categories at SiGMA Euro-Med Awards 2025
The studio continues its momentum with two new nominations
ELA Games, a dynamic game development studio, is proud to announce its double nomination at the upcoming SiGMA Euro-Med Awards 2025 in the “Best Game Studio” and “Best Slot Game Provider” categories.
These nominations for two of the most prestigious categories at the event highlight a milestone year for ELA Games, marked by innovative developments, a growing portfolio, and key partnerships. Central to this recognition are standout titles including Shoot Happens, Juicy Crystal, and Joker Winpot. Each title has showcased the studio’s balance of creativity, visually rich design, and technical excellence.
Shoot Happens is a prime example of ELA Games’ progression as a game development studio. It’s a high-energy game that breaks from traditional game formats to give players more agency over their gameplay. Players face off against increasingly tougher and valuable opponents to fill up their “Winpot,” which they can then choose when to cash out. Shoot Happens reflects ELA Games’ ambitions to offer new experiences that connect with modern player preferences and provide high-performing content for operators.
Marharyta Yerina, ELA Games’ Managing Director, commented on the nominations, “The team has been in overdrive working on new titles and rethinking the online gaming landscape. Being nominated for two of the biggest categories at the SiGMA Euro-Med Awards 2025 is a testament to the entire team’s efforts to create engaging, visually rich content that’s genuinely fun to play. We look forward to the award ceremony results and continuing to push creative boundaries with new, exciting games!”
Voting is open for the SiGMA Euro-Med Awards 2025.
The post Awards Up For Grabs: ELA Games Shortlisted in Two Categories at SiGMA Euro-Med Awards 2025 appeared first on European Gaming Industry News.
Certification for its standalone casino aggregator product allows WA Technology to increase its range of integrated iGaming content supplied to operators in the Brazilian market.
This ever-expanding catalogue of content includes tens of thousands of games, cementing it as a more trusted partner for operators seeking to thrive in this market, with the added assurance that it fully complies with Brazilian regulatory requirements.
Meeting the necessary requirements for the casino product builds on WA Technology’s strong record in the region, where it already has an established presence and certified platform, with an experienced team of professionals based out of an office in Recife. This gives the business a unique understanding of the players in the country and the team to simplify any complexities that may arise for operators.
The certification follows on from recent launches such as its Pick’Em player products for stats-led gameplay and Sportsbook Managed Service, to provide operators with more services and opportunities to grow.
Country Director for Brazil said: “This is a significant milestone for the business and signals our intent to expand further into the Brazilian market. I’m proud of the team’s hard work to secure this certificate and allow us to meet the market demands for casino games within this region.
The post WA. Technology Receives GLI Certification in Brazil for Casino Aggregator Product appeared first on Gaming and Gambling Industry in the Americas.
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