Conferences in Europe
Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatyuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
Conferences in Europe
Eurasia and the Middle East in Focus at SBC Summit 2025 Emerging Markets Stage
Untapped potential, surging demand, and shifting regulations are putting Eurasia and the Middle East firmly on the iGaming radar.
SBC Summit 2025 will tap into this momentum with a new Emerging Markets: Eurasia & the Middle East track on Wednesday, 17 September at the Feira Internacional de Lisboa (FIL), featuring five powerhouse sessions on market entry, regulation, and long-term growth strategies.
The track will provide in-depth analysis of key jurisdictions, including Georgia, Armenia, Uzbekistan, and the UAE; markets undergoing significant change due to political shifts, evolving regulations, and growing local demand.
Sessions will offer practical guidance on entering and operating in these regions, with a focus on understanding regulatory frameworks and adapting to local market conditions.
Rasmus Sojmark, Founder and CEO of SBC, said: “Eurasia and the Middle East are a core focus for SBC Summit 2025. The opportunities here are real, but so are the challenges. Long-term success means understanding the local landscape and building genuine relationships on the ground.
“With this track, we want delegates to hear directly from the people who know these markets best, and to walk away with strategies they can put to work straight away.”
The track will open with the Eurasia Leaders Panel: Expansion or Contraction – Which Way Will the Bridge Between Continents Swing?, offering delegates the chance to hear directly from the leaders shaping the market across the Caucasus, Central Asia, and the Balkans. Irakli Asanishvili (Head of Central & Eastern Europe, Flutter International), Adam Lamentowicz (CEO, Superbet Group), Max Potomkin (Deputy CEO, Parimatch), and Simon Westbury (Strategic Advisor, 1xBet) will examine whether political and regulatory pressures could stall momentum in markets like Georgia and Uzbekistan or if the region’s passionate fanbase and tech-savvy operators will continue to fuel expansion.
Following this, Georgia & Armenia Lead the Way will explore how these markets are adapting to recent tax and regulatory changes. Nika Gigashvili (Managing Director / Partner, SMH Global), Giorgi Gvenetadze (CCO, Flutter CEE), Vahagn Tangamyan (Head of Legal Department, Totogaming), and Gega Topuridze (CBDO, Betlive) will discuss how operators can adapt to new frameworks while capitalising on the region’s abundant talent pool and digital infrastructure.
The session Cryptocasinos & Emerging Markets – The Boom Continues will examine the rise of crypto-based gaming models in Eurasia and the Middle East. The panel will bring together Tiago Almeida (CEO, Oddsgate), Andrew Gellatly (Executive Director, Alderney Gambling Control Commission), Stefan Kovach (Founder & CEO, RARER THINGS), Melissa E. Lamb (Director of Sales – Luxury, Payhound), and Tom Waterhouse (Chief Investment Officer, Waterhouse VC) to examine how operators can maximise increasing crypto-adoption while maintaining compliance and responsible frameworks.
Crossing Borders: Cross-Selling in Balkan Markets will bring together regional experts to explore how businesses can thrive in culturally connected markets while navigating diverse regulatory frameworks. Dan Alexandru Ghiță (President, Rombet), Ivan Gojic (Chief Sportsbook Officer, Entain CEE), Rossi McKee (Vice President, CT Gaming), Alexander Popov (Director of Supervision, Gambling & Gambling Activities Directorate, National Revenue Agency (Bulgaria)), Marinos Shiapanis (Co-Founder & CEO, Campeon Gaming), and Artem Skrypnyk (CEO, Favbet Tech) will share their insights on building a consistent brand across multiple jurisdictions without compromising compliance.
Inside the UAE’s Ambitious Vision: Building a World-Class, Regulated, and Responsible Gaming Market from the Ground Up will examine the UAE’s move towards adopting a regulated gambling framework. Garret Greene (SVP Global Relationships, SBC), Christina Hu (Chief Strategy Officer, Momentum), Kevin Mullally (CEO, GCGRA), David Patent (EVP, Wynn Al Marjan Island), Lauralyn Sandoval (Vice President Gaming Strategy and Business Development, Aristocrat), will explore what a regulated betting framework in the region could look like and how the UAE’s approach could influence neighbouring jurisdictions and reshape global perceptions of gaming in the Middle East.
The Emerging Markets: Eurasia & The Middle East track forms part of SBC Summit’s Emerging Markets stage, alongside sessions analysing iGaming and sports betting growth in Africa (Tuesday, 16 September) and Asia (Thursday, 18 September).
Secure your ticket to SBC Summit 2025 today.
Choose from three pass types: VIP Event Pass, Expo+ Pass, or Expo Only Pass. Please note that an Expo Only Pass does not include access to conference panels.
Our Group VIP Event Pass offers three tickets at €400 each (down from €600)—ideal for attending with your team.
Operators and affiliates are eligible for a complimentary passes, simply apply here.
The post Eurasia and the Middle East in Focus at SBC Summit 2025 Emerging Markets Stage appeared first on European Gaming Industry News.
Conferences in Europe
Ivan Montik and Rubens Barrichello take stage at SBC Summit: Excellence Under Pressure
It’s hard to find a business sector evolving faster today than iGaming. Perhaps only Formula 1, with its incredible speed, comes close. Champions of innovation and speed, Ivan Montik, Founder of SOFTSWISS and Rubens Barrichello, former F1 driver and Non-Executive Director in Latin America at SOFTSWISS, will take the Super Stage at the SBC Summit in Lisbon on 16 September. Their fireside chat, Excellence Under Pressure: Evolving in a Fast-Moving Space, will explore how to thrive in an industry that never slows down.
The SBC Summit is one of the world’s leading events for the sports betting and iGaming industry, bringing together more than 25,000 delegates, 600 speakers, and 1,000 exhibitors from across the globe. Its Super Stage hosts the headline sessions, featuring thought leaders who shape the industry’s future. Against this backdrop, the fireside chat between Montik and Barrichello promises to be a highlight of the Lisbon event.
In Formula 1, excellence means performing at the limit while rules and technology constantly evolve. iGaming is no different. In this fireside chat, Ivan Montik and Rubens Barrichello will explore how to sustain excellence under pressure – turning regulation into advantage, balancing speed with reliability, and building systems that adapt without breaking. Barrichello will share lessons from F1’s rapid technological changes, while Montik will show how SOFTSWISS applies similar agility in iGaming, innovating quickly while ensuring compliance and stability.
Last year, Montik and Barrichello’s dialogue on leadership became one of the highlights of the SBC Leaders Summit, sparking strong interest from the audience. Building on that success, they return to the stage this year with a new focus: innovation.
“Excellence under pressure means building systems that adapt fast without breaking. As a founder, I always stand for consistency, reputation, and delivering for our clients. We never innovate for the sake of innovation – but we always look ahead. Our R&D team closely monitors trends so we don’t miss them, but create them. At the same time, we ensure stable, uninterrupted iGaming software that runs 24/7 with uptime close to 100%. At this speed, it’s about taking every curve smoothly and helping our clients lead in every market. I look forward to meeting our partners at the Summit, sharing insights, and connecting in person,” said Ivan Montik, Founder of SOFTSWISS.
Ivan Montik and Rubens Barrichello will also join the SOFTSWISS team at Stand B160 to discuss the business and innovations worldwide.
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 35,000 casino games, 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.
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The SOFTSWISS Game Aggregator has been recognised as Best Aggregator at the SiGMA World Euro-Med Awards 2025, marking its second major win in just one week. Days earlier, the solution was named the Best Aggregator at the CGS Recife Awards 2025 in Brazil. Earning two prestigious titles on two continents confirms the Game Aggregator’s reputation as the standard-setter for the industry.
Being recognised twice within a week is a milestone that underscores the global stature of the SOFTSWISS Game Aggregator. Latin America and Europe – two rapidly evolving iGaming markets – have both named it Best Aggregator, affirming its reputation for reliability, scalability, and innovation. These awards highlight the company’s commitment to growth, global coverage, and platform stability.
The Game Aggregator offers direct access to more than 35,000 games from 300+ providers and operates seamlessly in 24 regulated jurisdictions. Its robust infrastructure ensures 99.999% uptime and the ability to handle thousands of requests per second, making it one of the most stable aggregation platforms worldwide. With this latest honour, the Game Aggregator celebrates its eighth international award.
Recognition as Best Aggregator twice in one week reflects the platform’s ability to deliver measurable results. Its Tournament Tool raises daily betting volumes by 22%, while Jackpot Aggregator campaigns increase average player turnover by 50%. These tools translate awards into business growth for operators.
“To be named Best Game Aggregator twice in one week is a remarkable achievement and a powerful validation of our product. Recognition in both Latin America and Europe proves the Game Aggregator’s global strength. Our team will continue to expand the platform’s capabilities, delivering unmatched content, stability, and engagement tools that help our partners grow,” added Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator.
The SOFTSWISS team will be available at SBC Lisbon 2025, Stand B160, to discuss the possibilities of the Game Aggregator.
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 35,000 casino games, 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 SOFTSWISS Game Aggregator Wins Europe After LatAm in One Week appeared first on European Gaming Industry News.
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