Industry News
Zendesk’s 2020 Messaging Report reveals focus on mobile and LatAm growth
The international CRM giant Zendesk released its Annual State of Messaging Report 2020 last month providing key data and insights on the most important conversational business and messaging trends ahead. The coming months will see core expansion in the global messaging landscape with strong advances ahead for the industry in mobile, integrated resorts and Latin American expansion, as messaging finally moves beyond boundaries according to Zendesk’s VP of Conversational Business, Warren Levitan.
In 2019, the number of messages exchanged between businesses and customers on Zendesk’s Sunshine Conversations platform increased 500%, and if the data revealed in the company’s third annual State of Messaging report is anything to go by, this is just the tip of the iceberg for the year ahead. “2020 will be the year of connecting conversations in the enterprise,” explained Warren Levitan. “We are seeing businesses embrace messaging as a shared platform for customer engagement, allowing them to truly unify sales, marketing and service interactions for the first time. This is a massive step toward putting customers at the centre of our businesses.”
Zendesk’s 2020 report combines interviews with more than two dozen customer experience product, sales, and marketing leaders from companies such as Google, Twitter, Hootsuite, Birchbox, and more, providing a measured analysis on the future of messaging across online, mobile and social platforms. Featuring expert commentary and in-depth analysis alongside original Zendesk research and third-party data, the report provides key insights into how messaging is changing the face of business with some notable parallels with the gaming industry in the coming decade.
As the international gaming industry continues to expand into emerging markets such as Brazil and Argentina, one significant area of focus within the report is that the LatAm region is leading the way. “Latin America – where WhatsApp is queen – is embracing conversational business faster than other regions, with Asia Pacific, Europe, the Middle East, and Africa following closely,” states Levitan. “In many developing countries, messaging has leapfrogged web, email, and mobile apps to become the digital commerce channel.”
The companies dominating the messaging landscape and the vast differences between countries and continents when it comes to who is winning the messaging race is just one aspect of the research. 2020 will also see evolving and emerging conversational business trends such as AI, machine learning and in-chat payments unlocking huge opportunities for online brands across all sectors. Facebook has revealed that 150m people on Instagram have a conversation with a business every month and so for gaming brands the focus on in-chat payments is essential going forward.
“In-chat payments may be the key to unlocking conversational commerce at scale in the west,” Levitan added. “Apple Business Chat has Apple Pay built in and Facebook has several projects in the works with WhatsApp Pay, Facebook Pay and, most controversially, Libra — its planned cryptocurrency. Kakao, Line, and Telegram also boast their own crypto coins in various stages of development. Buying stuff is a crucial part of the conversational customer journey and it’s about to get a whole lot easier.”
Over the past decade, messaging has fundamentally changed the way people interact with friends, family, colleagues, and companies. According to Business Insider, messaging apps have surpassed social media in global monthly active users. Since 2018, nearly every major messaging channel, including WhatsApp, WeChat, Facebook Messenger, Google’s RCS, and Apple’s iMessage, has extended beyond the consumer to businesses. At the same time, businesses of all sizes in every industry have embedded modern messaging experiences into their own apps and websites.
Speaking as part of Zendesk’s 2020 report, Rob Lawson, Global Partnerships, Google, explained: “We’ll start to see the pendulum swing from customer care being the primary driver for business messages towards marketing, lead generation and sales. To date we’ve seen businesses primarily motivated by reducing call centre costs and frustrations for existing customers. In 2020 we’ll see increasing activity from brands deploying conversational techniques to engage new customers and drive incremental business value.”
Bringing the report’s focus back to gaming and integrated resorts, recent data from global research and advisory firm Gartner predicts that by 2022, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging, up from 15% in 2018. The impact of this for the land-based sector will be keenly felt as Zendesk’s report highlights how live chat remains an effective channel for real-time conversations and a growing number of hotels, resorts and other customer-centric brands are creating bespoke messaging experiences within their mobile apps and websites.
Warren Levitan, VP Conversational Business, Zendesk, added: “Intent and sentiment engines will be connected to every messaging channel, with businesses intelligently routing each message to the right system and person or bot. Once messaging penetrates the business, we will see that it knows no boundaries.“
To read Zendesk’s full interactive State of Messaging 2020 report, visit: zendesk.com/message/state-of-messaging-2020/
Win Systems, a leading provider of technology solutions for the gaming and entertainment industry, will be attending GAT Expo Cartagena 2026 on March 25–26 in Cartagena de Indias. Visitors can find the company at Stand A7, where it will highlight its latest electronic roulette innovations and casino solutions.
At the event, Win Systems will unveil Colors, the next evolution of its successful electronic roulette line. This includes an innovative 6-position wall-mounted version designed to optimize floor space while delivering maximum performance and visual impact on the gaming floor.
Customization and Player Engagement
Colors stands out for its high level of customization, allowing operators to tailor visual elements and configurations to align with their brand identity and market preferences. Whether in compact or large-scale setups, Colors is engineered to capture attention and enhance player engagement from the very first spin.
A key innovation is its dynamic paytable, which enables players to select from four different paytable options. This includes multipliers of up to 120x on inside bets, offering both increased excitement for players and higher revenue potential for operators. By combining design, performance, and flexibility, Colors delivers a highly versatile and profitable solution for modern casinos.
Enhanced Slot Offerings
In addition to Colors, Win Systems will showcase its renowned Sublime and Rhapsody slot machines, now featuring new game releases that blend advanced graphics, innovative mechanics, and high performance. These updates reinforce Win Systems’ commitment to creating engaging content that maximizes both the player experience and operator profitability.
Strategic Industry Presence
“GAT Expo Cartagena is a key platform for the Latin American gaming industry,” said Manuel Wladdimiro, Sales Director for Central America & the Caribbean at Win Systems. “It’s an ideal opportunity to present our latest innovations and strengthen our presence in the region.”
With a proven international track record and a constantly evolving product portfolio, Win Systems continues to prioritize innovation, performance, and results-driven design. Attendees are invited to visit Stand A7 to experience these new developments firsthand.
The post Win Systems arrives at GAT Expo Cartagena with its latest innovation appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Win Systems, a leading provider of technology for the gaming and entertainment industry, will participate in the upcoming edition of GAT Expo Cartagena, which will take place in Cartagena de Indias on March 25 and 26. The company will be present at Stand A7, where it will showcase its latest developments in electronic roulettes and casino solutions.
During the event, Win Systems will present its latest major innovation: Colors, the evolution of its successful electronic roulette, including its innovative 6-position wall-mounted version. This revolutionary solution optimizes floor space while maximizing performance on the gaming floor without sacrificing visual impact.
In addition, Colors stands out for its high level of customization. Operators can adapt visual elements and configurations to align them with their brand identity and the preferences of their market. This flexibility makes Colors a versatile and strategic solution, capable of integrating seamlessly both in compact spaces and in larger-scale configurations. Colors is designed to capture attention from the very first moment.
Another key differentiator of this line is its dynamic paytable, which allows players to personalize their experience by choosing from four different paytable options. This innovative feature includes multipliers of up to 120x on inside bets, adding a new level of flexibility, excitement, and winning potential to every game. Thanks to this versatility, Colors not only increases player appeal but also positions itself as a highly profitable solution for operators, combining innovation, customization, design, and performance in a single product.
In addition, the company will showcase its renowned Sublime and Rhapsody slot machines, now featuring new games that are revolutionizing the market thanks to their combination of advanced graphics, innovative mechanics, and outstanding performance on the gaming floor. These updates reinforce Win Systems’ commitment to the continuous development of high-impact content that maximizes both the player experience and operator profitability.
“GAT Expo Cartagena is a strategic meeting point for the industry in Latin America. For us, it is a great opportunity to present our latest innovations and continue strengthening our presence in the region,” said Manuel Wladdimiro Sales director of Central America & the Caribbean at Win Systems.
With a strong international track record and an ever-evolving portfolio, Win Systems reaffirms at GAT Cartagena its commitment to innovation, performance, and results-driven design. Attendees will be able to discover all these new developments firsthand by visiting Stand A7 during the event.
The post Win Systems arrives at GAT Expo Cartagena with its latest innovation appeared first on Americas iGaming & Sports Betting News.
Win Systems, proveedor líder en tecnología para la industria del juego y entretenimiento, participará en la próxima edición de GAT Expo Cartagena, que se celebrará en Cartagena de Indias los días 25 y 26 de marzo. La compañía estará presente en el Stand A7, donde mostrará sus más recientes desarrollos en ruletas electrónicas y soluciones para casino.
Durante el evento, Win Systems presentará su última gran novedad: Colors, la evolución de su exitosa ruleta electrónica, incluyendo su innovadora versión de pared de 6 posiciones. Una solución revolucionaria que optimiza el espacio y potencia al máximo el rendimiento en sala sin renunciar al impacto visual.
Además, Colors marca la diferencia por su alto nivel de personalización. Los operadores pueden adaptar elementos visuales, configuraciones para alinearlos con la identidad de su marca y las preferencias de su mercado. Esta flexibilidad convierte a Colors en una solución versátil y estratégica, capaz de integrarse con fuerza tanto en espacios compactos como en configuraciones de mayor escala. Colors, está diseñada para captar la atención desde el primer momento.
Otro de los grandes diferenciales de esta línea es la tabla de pagos dinámica, que permite a los jugadores personalizar su experiencia eligiendo entre cuatro opciones distintas de tabla de pagos. Esta innovadora característica incorpora multiplicadores de hasta 120x en apuestas internas, añadiendo un nuevo nivel de flexibilidad, emoción y potencial de premio en cada partida. Gracias a esta versatilidad, Colors no solo incrementa el atractivo para el jugador, sino que también se posiciona como una solución altamente rentable para los operadores, combinando innovación, personalización, diseño y desempeño en un mismo producto.
Además, la compañía presentará sus reconocidas máquinas slots Sublime y Rhapsody, ahora con nuevos juegos que están revolucionando el mercado gracias a su combinación de gráficos avanzados, mecánicas innovadoras y un desempeño sobresaliente en sala. Estas actualizaciones refuerzan el compromiso de Win Systems con el desarrollo continuo de contenido de alto impacto que maximiza la experiencia del jugador y la rentabilidad del operador.
“GAT Expo Cartagena es un punto de encuentro estratégico para la industria en Latinoamérica. Para nosotros es una gran oportunidad presentar nuestras últimas innovaciones y seguir fortaleciendo nuestra presencia en la región”, destacó Manuel Wladdimiro, Sales Director Central America & Caribe de Win Systems.
Con una sólida trayectoria internacional y un portafolio en constante evolución, Win Systems reafirma en GAT Cartagena su compromiso con la innovación, el rendimiento y el diseño orientado a resultados. Los asistentes podrán conocer de primera mano todas estas novedades visitando el Stand A7 durante la feria.
The post Win Systems llega a GAT Expo Cartagena con sus últimas novedades appeared first on Americas iGaming & Sports Betting News.
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