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Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support

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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:

  1. 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.
  2. 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.
  3. 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.  
  4. 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

Europe is your home, says Roberta Metsola as she opens SiGMA Central Europe in Rome

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President of the European Parliament, the Hon. Roberta Metsola was in Rome to officially open SiGMA’s inaugural Central Europe event. Ahead of her keynote, Metsola met with representatives from Malta, including the Maltese ambassador to Rome, H.E Daniel Azzopardi, CEO of GamingMalta, Ivan Filetti, and Keith Zammit, CEO of Elevate AI.

Taking to the stage, her message was one of welcome. “Europe is your home” she reminded the audience – a ‘place of the future’ determined to make it easier, safer, and faster to operate, to startup, and to scale up.

To the packed floor before her she was warm in her delivery. “It is great to open SiGMA, right here in Rome, the heart of Europe,” she said. An industry backed by thousands of exhibitors and delegates that she went on to describe as the ‘building blocks of next generation Europe’ and ‘one of the biggest gatherings of its kind in the world.’

“I’m more than a little proud that it [SiGMA] started in my island home of Malta.”

Smiling, she recalled her university days with SiGMA’s Founder Eman Pulis – “It’s fantastic to see how your idea has grown from a pitch to a global platform.” We are so proud of you, and our country has much to be proud of. But, ultimately, above all – of its people, many of whom are here today.”

Zoning in on Europe’s tech and gaming industry, she highlighted the bigger picture. Beyond numbers or growth charts, what we see is ‘proof that our European way works, that we can be pro business, that we can be forward looking, open to innovation and new tech whilst still doing things responsibly and protecting the most vunerable.’

“Balance between growth and responsibility is what makes Europe unique, gives investors predictibility, builds trust with users and allows creativity to flourish without leaving anyone behind.”

If, however we want Europe to remain compeitive, she cautioned, we have to be honest about what is still holding us back. “Regulation in Europe is essential, but remains too fragmented.”

Disrupting that balance: different licencing systems, operating regimes, and advertising rules make it harder for companies to plan, scale and operate across borders. That has to change, she emphasised.

Ideas like the 28th regime – a single optional European framework for businesses are worth exploring, she suggested. An idea that would make it easier for operators to expand while still respecting national choices – ‘the leap we need to collectively look to as a continent but also as a global international giant.’

The message from entrepreneurs in tech, gaming and finance is always the same, she says: Europe has to move faster, to make it easier for us to invest. It must grow and take risks. They want a Europe that supports, not one that gets in their way.

“Europe cannot run on nostalgia, we can’t cling to old ways and expect new results”, she warns.

To lead and innovate businesses need to have the tools and freedom to compete globally, to understand new dynamics at play and showcase how Europe can lead, she went on to say.

“I want the European way to mean something clear: innovation and not over-regulation, implementation and not unnecessary bureaucracy and delivery, not red tape. Targeted regulation that gives predictability.”

Ultimately, she concludes – compliance should not take up the majority of businesses’ time. Regulation is important, but it should be smart – focused on rule-breakers and not those who play by them. On this, she says, there is broad agreement.

“This is a moment Europe cannot afford to miss, we can either shape this new era of tech or watch others do it for us. We were not designed to follow.”

‘The opportunities in the wider digital economy are enormous’, she enthuses. They can make platforms safer, more transparent and fairer. Europe should be at the forefront of this transformation. Holding us back, she explains, is a lack of support and funding. Indeed, as she mentions, Europe currently has more AI and tech professionals per capita than the US and almost 3 times as many as China.

This is why the EU plans to mobilise 200 BIL Euro for AI and digital industries, she says. She also alludes to the Savings and Investment Union – there to reflow investment to startups and small businesses looking to invest across borders or work for European companies.

“To all of you building the future of tech and digital creativity – keep going, you are showing that Europe’s strength lies not in looking back but in shaping what comes next. And I assure you – we have your back.”

The post Europe is your home, says Roberta Metsola as she opens SiGMA Central Europe in Rome appeared first on European Gaming Industry News.

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Best Payment Provider

ZettaOnline Wins “Best Payment Provider” at EiGE Awards 2025 During the European Gaming Congress in Warsaw

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ZettaOnline has been named Best Payment Provider at the EiGE Awards 2025, held during the European Gaming Congress (EGC) in Warsaw, Poland on 30-31 October.

Organized by Hipther, the awards honor excellence and innovation across the gaming and fintech ecosystem. The “Best Payment Provider” title recognizes the company that delivers secure, fast, and friction-free transaction solutions, setting new benchmarks for reliability and customer experience in iGaming.

This distinction marks ZettaOnline’s second major recognition in 2025 in the same category, reinforcing its position as a trusted fintech partner for regulated gaming operators.

“Receiving this award at such a renowned industry event is an incredible honor and a reflection of our team’s focus on strategic advancement, compliance, and client success,” said Milena Tsankarska, Chief Commercial and Marketing Officer at ZettaOnline, who accepted the award on behalf of the company.

In addition to the company’s success, Milena Tsankarska had received individual nominations in two categories: iGaming Leader of the Year, celebrating vision and leadership in the industry, and iGaming Influencer of the Year, honoring individuals whose insights and impact help shape the gaming community.

At the European Gaming Congress, Tsankarska also joined the panel “Beyond the Booth: Strategic Event Preparation in B2B PR, Marketing & BizDev,” where she discussed the evolving role of communication in a data-driven era. Her key message highlighted the importance of aligning research, audience understanding, and business goals to create marketing that resonates and drives measurable outcomes.

“We value this event because it allows us to create a network of long-term partners. It’s great to see the potential of the gaming industry showcased by a diverse range of companies and ideas,” said Tsankarska. “We’re thankful to the Hipther team for recognizing our work and for creating spaces that foster real collaboration and progress across the sector.”

ZettaOnline continues to strengthen its position within the fintech and gaming ecosystems, delivering tailored solutions that combine technology, compliance, and security across multiple regulated markets. The company’s expertise spans online payments, cyber security, cloud services, certification, IT infrastructure, software development, server and system administration, and technical compliance, ensuring every partner receives a holistic approach to operational excellence. With a focus on speed, reliability, and intelligent scalability, ZettaOnline empowers businesses to navigate complex financial and technological environments with confidence and clarity.

The post ZettaOnline Wins “Best Payment Provider” at EiGE Awards 2025 During the European Gaming Congress in Warsaw appeared first on European Gaming Industry News.

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Conferences in Europe

ProgressPlay to Unveil Next-Generation Sweepstakes Solution at SiGMA Europe 2025, Redefining Market Entry and Player Engagement

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ProgressPlay, a premier iGaming platform and solutions provider, has announced its prominent presence at SiGMA Europe 2025 in Rome on stand 4246, where it will spotlight its groundbreaking Sweepstakes Solution. The company is set to demonstrate how this innovative model provides operators with a compliant, high-impact pathway to captivate players in complex and emerging markets.

The event will serve as the launchpad for ProgressPlay’s most advanced sweepstakes package to date, featuring a complete suite of technological and operational tools designed for rapid market entry and sustainable growth. The solution offers a proven alternative to real-money gaming that drives exceptional player loyalty and lifetime value.

Marina Nahhas, Head of B2B Sales and Marketing at ProgressPlay, emphasised the strategic advantage the solution offers. “The global demand for engaging, compliant gaming experiences has never been higher. Our Sweepstakes Solution isn’t just an add-on; it’s a strategic master key for operators looking to unlock new revenue streams without the traditional barriers,” stated Nahhas. 

Nahhas continued: “At SiGMA, we will show partners how to seamlessly integrate this model, leveraging our robust platform and vast content library to build a vibrant and loyal player community from day one. ProgressPlay invites operators, brands, and potential partners to book a private meeting at SiGMA Europe 2025 to experience a live demonstration of the Sweepstakes Solution and explore bespoke partnership opportunities.”


ProgressPlay’s comprehensive solution includes a sweepstakes engine, a dedicated portfolio of engaging games optimised for the model, bespoke back-office management tools, and more. This end-to-end approach allows operators to focus on player acquisition and growth.

Itai Loewenstein, CEO of ProgressPlay, highlighted the solution’s role in the company’s vision for global expansion. “In an industry defined by evolution, true leadership means providing the tools for our partners to not just adapt, but to lead. Our Sweepstakes Solution is a testament to that commitment,” said Lowenstein. “We are empowering our partners to explore new frontiers with confidence and agility.”

Loewenstein concluded: “For any operator or brand looking to diversify their offerings and future-proof their business, our stand 4246 at SiGMA is a must-visit destination.”

The post ProgressPlay to Unveil Next-Generation Sweepstakes Solution at SiGMA Europe 2025, Redefining Market Entry and Player Engagement appeared first on European Gaming Industry News.

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