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/
Affiliate Succes
Gamblers Connect Marks Its Fifth Anniversary
Gamblers Connect, the acclaimed iGaming media and affiliate platform, is marking its fifth anniversary and currently ranks as one of the most prominent affiliate media brands in the iGaming sector.
Gamblers Connect was established with a distinct purpose: to create a transparent, player-centric platform. What started as a simple idea rapidly transformed into something much more important. In its inaugural year, the company had already obtained its initial industry accolade. Since that time, Gamblers Connect has kept broadening its services by introducing new sections, tools, and features, while consistently achieving significant milestones and enhancing its visibility at prominent industry events, conferences, and speaking engagements.
The launch of the Responsible Gambling Index enhanced the platform’s offerings, serving as a unique assessment tool that has become a key aspect, encompassing both game providers and casino operators.
This advancement has been evident in industry accolades, featuring several awards and nominations at major events, such as Casino Affiliate of the Year, News Affiliate of the Year, Crypto Affiliate of the Year, and Best Affiliate of the Year.
In the last five years, Gamblers Connect has transformed past the conventional affiliate framework. The platform currently functions as a comprehensive iGaming media brand, generating a wide variety of editorial content, industry news, interviews, and B2B-related coverage, catering to both players and industry stakeholders.
Gjorgje Ristikj, Founder of Gamblers Connect, said: “2026 marks not just an anniversary, but a clear step forward. The launch of the GC Contributors Program, the introduction of the iHub, and an entirely new platform currently in development signal where Gamblers Connect is headed — deeper into the industry, more ambitious in scope, and built for what the next five years demand.”
The post Gamblers Connect Marks Its Fifth Anniversary appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
FANS World Cup
Kiron Interactive introduces FANS World Cup ahead of the 2026 FIFA World Cup
Kiron Interactive has unveiled FANS World Cup, a fast-paced football betting product designed to keep players engaged during the 2026 international tournament, particularly in between live matches when traffic typically dips.
Built on Kiron’s Goal Premier Engine, FANS World Cup integrates seamlessly into existing operator deployments with no additional cost or technical requirements.
The game features international teams competing in matches that resolve in just 60 to 90 seconds, giving players frequent opportunities to bet during breaks in the live schedule. By offering standalone mini-matches, the platform helps operators maintain player activity and reduce drop-off between fixtures.
Using familiar national teams ensures players stay connected to the real tournament, keeping the football context consistent rather than losing engagement between matches.
FANS World Cup covers all core betting markets, including full-time result, correct score, goalscorers, and card outcomes. Operators can also configure jackpot features and bonus multipliers to match their preferred risk profiles.
Steven Spartinos, Co-CEO of Kiron Interactive, commented:
“Tournament traffic comes in waves, and the challenge is keeping players engaged in between matches. FANS World Cup addresses that by offering short, exciting match cycles while staying connected to the teams fans are already following. It helps operators maintain steady engagement throughout the full tournament schedule.”
The post Kiron Interactive introduces FANS World Cup ahead of the 2026 FIFA World Cup appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Gaming
Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention
Soft2Bet has unveiled MEGA Islands, the latest addition to its MEGA Suite, designed to enhance player engagement and retention across both casino and sportsbook offerings.
The new engine introduces a persistent progression system that carries over across sessions, giving players an ongoing reason to return. Through island-building, resource collection, and continual advancement, players embark on a long-term journey that transforms short play sessions into sustained engagement.
First previewed in Soft2Bet’s recent Lodur release, the MEGA Islands system allows players to develop their own islands over time. Resources earned through gameplay can be used to construct new buildings, upgrade existing structures, and unlock further stages of progression. Each upgrade opens new goals, creating a loop of continuous advancement that keeps players invested.
The engine also incorporates plundering mechanics, giving players an additional path to gather resources by raiding other islands. This feature not only accelerates growth but also maintains a dynamic and engaging progression loop. With no fixed endpoint, MEGA Islands is built to encourage repeat play through a satisfying cycle of building, collecting, and advancing.
“MEGA Islands is designed to make retention feel natural by providing players with a progression journey they want to return to,” said Yoel Zuckerberg, CPO at Soft2Bet. “By building islands, collecting resources, and unlocking upgrades—including through plundering—each session becomes part of a longer experience. It gives players a clear reason to come back while providing operators with a retention tool that integrates seamlessly across casino and sportsbook.”
The launch of MEGA Islands underscores Soft2Bet’s commitment to gamification as a driver of long-term growth. As part of the MEGA Suite, the new engine offers operators a powerful tool to extend player journeys, increase engagement cycles, and deliver consistent value in competitive markets.
The post Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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