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.
booth 5028-2
Redefine the Rules: GR8 Tech’s Heavyweight Rulebook Lands at SiGMA Central Europe 2025

Reading Time: 2 minutes
GR8 Tech is stepping into SiGMA Central Europe 2025 with a new playbook for iGaming leadership: The Heavyweight Rulebook. Built on the code of champions, the Rulebook defines the discipline, consistency, and relentless drive it takes to dominate the toughest arenas in iGaming. To create it, GR8 Tech gathered insights directly from iGaming’s top performers—the industry’s real heavyweights—turning their winning principles into a set of Champions’ Rules.
From November 3–6 in Rome, operators will find GR8 Tech at booth 5028-2, ready to share the rules and the technology that makes champions.
The Champion’s Rules: Heavyweight Results, Proven Standards
Attendees will see Heavyweight rules in action through demos, experiences, and conversations designed for operators who refuse to settle for average. Every Champion’s Rule translates into measurable business results with GR8 Tech.
- Champions don’t wait. They launch first, and it shows: ULTIM8 Sportsbook can go live in as little as 7 days via iFrame integration.
- Technology is the champion’s armor. Strong tools deliver strong results: +30% engagement uplift powered by AI-driven personalization, +50% GGR uplift with advanced sportsbook features and cross-vertical engagement tools.
- Success belongs to the consistent. Resilience is built in with 99.99% uptime across global markets and the biggest world events, ensuring performance under pressure.
- Partnership multiplies strength. With a revenue-share alignment model, GR8 Tech’s success is directly tied to that of its clients.
“In an industry as volatile as ours, no one wins alone. Champions don’t let one crisis consume everything—they keep moving, adapting, and performing under pressure. At GR8 Tech, we see partnership as the ultimate rule of the game: it multiplies strength, resilience, and results. That’s how real champions are made and that’s exactly what we’re bringing to SiGMA this year,” said Yevhen Krazhan, CSO at GR8 Tech.
ULTIM8 Sportsbook: Two Paths to Victory
At the center of GR8 Tech’s SiGMA Central Europe showcase is the ULTIM8 Sportsbook, a high-performance solution designed to help operators rule new markets and dominate existing ones. In Rome, attendees will see the dual power of its integration modes:
- iFrame — For lightning-fast launches with customizable branding. Get to market in days without compromising speed or margin.
- API — A new addition for operators who want to build their own champion’s frontend. Unlock maximum flexibility with GR8 Tech’s rock-solid trading, risk, and data systems.
No matter the path, the result is the same: precision, performance, and profitability at scale.
The next chapter of iGaming is written by champions who play by the Rulebook.
Meet GR8 Tech at booth 5028-2, SiGMA Central Europe 2025 in Rome, November 3–6. Discover how the Heavyweight Rulebook can help you scale, localize, and dominate with confidence—and add your own Champion’s mark to the hall of fame.
The post Redefine the Rules: GR8 Tech’s Heavyweight Rulebook Lands at SiGMA Central Europe 2025 appeared first on European Gaming Industry News.
Central Europe
6 reasons Rome will shine as SiGMA Central Europe’s host city

Reading Time: 6 minutes
SiGMA Central Europe will head to Rome for the first time in November. Powered by REDCORE, the event, taking place at the state-of-the-art expo venue Fiera Roma, is expected to welcome over 1,000 sponsors and exhibitors from the gaming and tech sectors for a summit that seamlessly blends business and pleasure. With 30,000 delegates estimated to attend through 03 – 06 November, we anticipate our inaugural Rome event will become one of the largest global gaming gatherings to date. Here’s 6 reasons why the Eternal City promises to be the ideal host.
- Connected and central
Centrally located in Europe, Rome offers an easy gateway to the event, thanks to its two international airports – the Leonardo da Vinci–Fiumicino Airport and Ciampino–G. B. Pastine International Airport – providing excellent connectivity for participants worldwide. Rome also boasts a highly efficient public transportation system, with three metro lines and an extensive network of buses, trains and trams that reach even the city’s outermost areas, making it convenient for delegates from important neighbouring jurisdictions to easily travel to the event. Many of these transit options deliver you right to the Fiera Roma’s doorstep.
Leonardo da Vinci–Fiumicino Airport (FCO)
- Location: Fiumicino, about 32 km (20 miles) southwest of Rome city center
- Main use: Rome’s primary international airport and the busiest in Italy
- Airlines: Major hub for ITA Airways; serves most international and long-haul flights
Ciampino–G. B. Pastine International Airport (CIA)
- Location: Ciampino, about 15 km (9 miles) southeast of Rome
- Main use: Serves mainly low-cost carriers and charter flights
- Airlines: Ryanair and other budget airlines frequently use this airport
Á focus on short-haul flights and proximity to Rome’s business districts make it an efficient option for European travellers on tight schedules.
- Huge market size and untapped potential
Italy has emerged as an ideal destination for SiGMA Central Europe, driven by its immense potential as Europe’s largest untapped online gambling market. With a total gambling market revenue of €16 billion – the second-highest in Europe – only 25% stems from online platforms, leaving €12 billion in offline revenue largely untapped. The online sector, projected to reach €2.89 billion in 2024, is growing at an annual rate of 5.52%, set to hit €3.78 billion by 2029 (Statista). As player preferences shift online, and with Italy’s status as a global financial hub, the country presents unparalleled opportunities for operators seeking expansion.
- Heritage with a contemporary vision
Standing at the forefront of government and culture, nowhere combines tradition with modernity quite as well as Rome. A feast for history lovers, historical landmarks line its streets, from the lofty heights of the iconic domed Pantheon to the winding streets home to Trevi Fountain and the Colosseum. The Galleria Borghese, home to silky, sinewy curves of Bernini, Titian, and Raphaelite muses should be a must stop for art lovers. The Capitoline Museums – one of the oldest public museums in the world – hosts a divine collection of Caravaggio works, while the Galleria Nazionale d’Arte Moderna takes you forward in time to Italian artists from the 19th and 20th century. Michelangelo fans should also plan to visit the Sistine Chapel – well worth the neck ache in the morning.
For those seeking something out of the ordinary, the Capuchin Crypt, located beneath the Santa Maria della Convezione dei Cappuccino on Via Veneto, carefully holds the artfully arranged remains of over 3,700 Capuchin monks. Meanwhile the ancients hold court at the Palatine Hill and Roman forum, the Ara Pacis Museum and the Domus Aurea – otherwise known as Nero’s palace. For more contemporary souls, art districts such as Trastevere, San Lorenzo, and Pigneto, have an impressive selection from the modern art world, with street art, galleries, and workshops delivering a bohemian vibe.
For those with an eye for beauty – the Aventine keyhole at the Knights of Malta gate offers a perfectly framed glimpse of St Peter’s Dome – totally free and delightfully strange. Alternatively, the Quartiere Coppede, delivers fairy tale meets film noir – a unique twist that blends the Gothic, Medieval, and Art Nouveau architecture.
Literary lovers should head to the poetic gardens near the Pyramid of Cestius, an Egyptian-style monument that shelters the final resting place of Keats and Shelley.
Meanwhile, on the 5th November 2025, the iconic Auditorium della Conciliazione will host an exclusive private concert by the legendary Plácido Domingo. His appearance in Rome for SiGMA Central Europe promises a night not easily forgotten.
- Rome: La Dolce Vita
In a city where to be industrious is a way of life you might wonder if the wheel ever stops turning. The answer is yes, and it starts with an aperitif in Rome’s many nightlife districts.
From speakeasies hidden away behind secret doors to cocktail barges floating down the Tiber, there´s something for everyone attending SiGMA Central Europe. For casual nights out there are plenty of craft breweries, pubs and live music, and for a more upscale crowd, wine bars dot the streets.
In addition to a series of high level dinners, SiGMA will also host two prestigious gala award ceremonies, bringing an illustrious line up from the B2B and B2C gaming and tech sectors together for an evening that recognises companies and individuals leading the charge for change. Hall of Game also seeks to recognise the contribution of distinguished individuals, with an accolade that honours roles that have been instrumental in the foundation of a sustainable and transparent industry.Italy is renowned for its deeply rooted culinary traditions, where distinct regional cuisines have helped put the country on the map for food lovers.
Bold, simple, and deeply traditional – unapologetically flavourful dishes, such as Carbonara and Cacio e Pepe, often come to mind (and for good reason), but Rome offers more than meets the eye when it comes to its food scene.
Gilded pastry shops and rustic trattorias spilling out onto the cobbled Roman streets segue into the upscale dining rooms of Michelin-starred restaurants, providing plenty of options for SiGMA Central Europe´s evening calendar of networking events.
Crown jewels in its gastronomic landscape, Michelin-Starred restaurants deliver indulgent forays into a unique dining experience.
Here are 10 not to miss:
Orma Roma
A bold, international interpretation of Italian cuisine by Chef Roy Caceres, blending innovation and tradition.
Moma
Chic and creative, Moma offers refined Roman dishes with a modern touch and seasonal ingredients.
Imàgo
Michelin-starred panoramic dining at the top of the Hassler Hotel, serving elegant, artful plates.
Aroma
With a view of the Colosseum, this restaurant delivers a luxurious dining experience with refined Italian flavors.
Achilli al Parlamento
Known for its extensive wine cellar and modern cuisine, this is a go-to for culinary sophistication.
Il Convivio Troiani
A family-owned gem offering a delicate fusion of creativity and Roman tradition.
Idylio by Apreda
Chef Francesco Apreda’s bold signature cuisine in an intimate, luxury setting near the Pantheon.
Pipero Roma
A modern Italian restaurant celebrated for its signature carbonara and impeccable service.
Per Me Giulio Terrinoni
A seafood-driven, innovative kitchen that focuses on sustainability and taste precision.
Glass Hostaria
Trendy and modern, this Trastevere favorite is known for avant-garde Italian cuisine and interior design.
- Made in Italy – From fashion to design
Rome’s fashion scene is elegant, timeless, and steeped in heritage. While other cities are known for edgy, trendsetting fashion, Rome leans toward luxury, craftsmanship, bespoke tailoring, and classical beauty – rooted in centuries of style and cultural prestige. lt’s luxurious shopping district draws attention, its streets richly-lined with iconic fashion houses. Italian brands such as Fendi, Bulgari, Bottega and Valentino, bring prestige, making it one of the most coveted shopping areas in the world. Rome’s reputation as a fashion capital is cemented here, with the area attracting fashion enthusiasts from across the globe. Don´t miss Palazzo della Civiltà Italiana – home to Fendi’s luxury goods, the Via dei Condotti – Rome’s glittering equivalent of 5th Avenue or Bond street, and the Campo Marzio & Piazza di Spagna, where high end boutiques are filled with treasure troves and quality leather accessories.
- The Fiera di Roma: Room to grow
The event will be held at Fiera Roma, one of Europe’s premier exhibition centers. Boasting 10 pillar-free pavilions and a conference centre with 13 meeting rooms, the 100,000 square metre venue in Rome accommodates up to 60,000 participants, ensuring an ideal setting for SiGMA’s extensive agenda, which will take place for the first time across 4 conference stages. Additionally, a full 10 days of expo set up is secured – more than any other large expo – allowing exhibitors more room for creative booth set ups, and maintaining the high standards of excellence SiGMA has become known for.
With 75,000 square metres already sold out, the decision to launch the Rome event is a testament to SiGMA’s rapid growth, positioning the brand as a global leader in the online and land-based gaming sector. From 1,500 in 2014 to 30,000 delegates in 2025, SiGMA’s journey is underpinned by a philosophy that demands forward thinking.
Ticket prices are set to increase in the run up to the event, so secure your spot now by booking your pass to SiGMA Central Europe through the SiGMA.World website.
The post 6 reasons Rome will shine as SiGMA Central Europe’s host city appeared first on European Gaming Industry News.
Central Europe
SOFTSWISS Sets the Stage for 2026 iGaming Trends at SiGMA Central Europe 2025

Reading Time: 2 minutes
SOFTSWISS, a global tech provider with over 15 years of iGaming expertise, is gearing up for a landmark appearance at SiGMA Central Europe Summit 2025, taking place in Rome on 3–6 November. During the event, SOFTSWISS will present the highly anticipated 2026 iGaming Trends Report – a release poised to become one of the year’s defining milestones for the global iGaming community.
Participation in this year’s SiGMA Summit underscores SOFTSWISS’ commitment to global growth in regulated markets. In the first half of 2025, the company achieved significant certifications across Latin America, Africa, and Europe, reinforcing its position as a trusted international partner dedicated to advancing responsible, secure, and innovative gaming experiences.
2026 iGaming Trends Report: The Year’s Most Anticipated Release by SOFTSWISS
Among the most important events in the iGaming industry this year will be the release of the 2026 iGaming Trends Report. The launch will take place on 5 November at Stage 2: People, Partners & Performance, as part of the 2026 iGaming Trends Marathon – a four-hour programme of keynotes and panel discussions. The report delivers an in-depth look at the technologies, regulations, and market dynamics shaping the future of iGaming.
This year’s edition, prepared by SOFTSWISS in collaboration with Next.io, will not only provide expert perspectives but also give participants the opportunity to be among the very first to access the report directly and hear exclusive insights from its creators and industry leaders.
Olga Resiga, Chief Business Development Officer at SOFTSWISS, shares: “The 2026 iGaming Trends Report is more than just data – it’s a roadmap for the industry. By presenting it at SiGMA Central Europe Summit 2025, we aim to give our partners first-hand access to insights that will shape strategies and decisions across regulated markets worldwide.”
Car Assembly Show: Alfa Romeo 4C Built Step by Step
At Stand 4016 G, SOFTSWISS will host a spectacular pit-stop style live show: the step-by-step assembly of an Alfa Romeo 4C Launch Edition. Throughout the process, experts will show how racing technologies like sensors, AI, telemetry, and automation mirror the principles behind SOFTSWISS products – from real-time analytics to scalable platforms.
Partners and visitors are welcome to the SOFTSWISS Stand 4016 G to take part in the live car assembly experience, explore innovative solutions, and discuss the key findings of the 2026 iGaming Trends Report.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 35,000 casino games, Affilka Affiliate Platform, the Sportsbook Platform and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post SOFTSWISS Sets the Stage for 2026 iGaming Trends at SiGMA Central Europe 2025 appeared first on European Gaming Industry News.
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