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/
Industry News
RAW iGaming unveils RAW Riches: A site-wide progressive jackpot overlay built for scale
RAW iGaming announces today the launch of RAW Riches, a site-wide progressive jackpot overlay designed to deliver jackpot moments without adding operational complexity.
Launching as part of the RAWVerse ecosystem, RAW Riches introduces a new approach to jackpots, prioritising seamless integration, player engagement, and operator control.
A fully embedded experience
RAW Riches introduces a multi-tier progressive jackpot layer deployable across an operator’s entire portfolio, regardless of game supplier. Unlike traditional jackpot mechanics that require separate integrations or fragmented systems, RAW Riches operates as a fully embedded experience within the operator’s brand, creating a single, unified jackpot.
Tom Wood, CEO of RAW iGaming, said: “The industry built jackpots in silos. We built one that connects everything.
“RAW Riches gives operators a site-wide jackpot running across every entity and every game supplier, configured to their exact needs and brand, all from a single solution.
“We pride ourselves on producing the industry’s most distinctive and disruptive game concepts and RAW Riches is no different.
“This is the kind of product that changes how operators think about jackpots entirely.”
A seamless player experience
Players opt in and continue playing as normal. When triggered, the jackpot experience takes over instantly. Every trigger results in a win, with no losing outcomes, before the player is returned to their original game to continue playing.
Scaleable without complexity
RAW Riches solves one of the industry’s most persistent operational challenges in scaling jackpots across multiple providers, brands, and markets. Key features include:
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Single deployment across all games and brands
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Full operator control over jackpot configuration and branding
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Multiple delivery options, including bespoke branded game builds
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Seamless deployment within any existing RAW integration or delivery partner
RAW Riches is available today across regulated markets in Europe.
The post RAW iGaming unveils RAW Riches: A site-wide progressive jackpot overlay built for scale appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Carsten Koerl
Sportradar Reports First Quarter 2026 Financial Results
Sportradar Group has announced the financial results for its first quarter ended March 31, 2026.
Carsten Koerl, CEO of Sportradar Group, said: “Sportradar’s first quarter growth reflects our premier position as the scaled leader in the expanding global sports data ecosystem. We continue to deepen our relationships across our expansive distribution network, providing additional content, products and services to our sportsbook, media and technology clients. Our recently acquired portfolio of IMG content has further bolstered our diverse offering and is resonating with customers worldwide while also expanding our margins as we increasingly leverage our existing infrastructure. Maximizing the opportunities our market leadership position and long-standing relationships remains our priority as we also begin to capitalize on new avenues of growth, including prediction markets and iGaming. Driving value for our partners and clients has always been our focus and continuing to do so should build additional shareholder value in the months and years ahead. Our confidence in our trajectory is demonstrated by the increased buyback activity this past quarter as well as the enhanced open market share repurchase program announced today.”
Total revenue for the first quarter was €347 million, up €35 million, or 11% year-over-year, driven by 15% growth in Betting Technology & Solutions, partially offset by a 4% decline in Sports Content, Technology & Services.
Betting Technology & Solutions revenues of €288 million were up 15% year-over-year primarily driven by a 20% increase in Betting & Gaming Content due to contributions related to the acquisition of IMG ARENA, uptake of the Company’s content and products, as well as U.S. market growth, partially offset by the significant impact of foreign currency movements. Managed Betting Services revenues declined 2%, as higher turnover in the Managed Trading Services business was offset by unfavourable sporting outcomes during the quarter.
Sports Content, Technology & Services revenues of €59 million declined 4% year-over-year primarily driven by a 9% decline in Marketing & Media Services, due primarily to a reduction in marketing campaigns from certain existing customers during the quarter, partially offset by increased revenue from Integrity Services.
The Company generated strong revenue growth globally with Rest of World up 14% and the US up 4%. Foreign currency movements, particularly due to the U.S. dollar relative to the Euro, continue to negatively impact earnings. As a percentage of total Company revenues, US revenue represented 26% of total Company revenue in the first quarter as compared to 28% in the prior year quarter.
Loss for the period was €6 million, down €31 million, compared to a profit of €24 million in the same quarter a year ago, as the Company’s strong operating results were more than offset primarily by a foreign currency loss of €9 million versus a gain of €28 million in the same period a year ago, due principally to unrealised currency fluctuations mainly associated with U.S. dollar-denominated sports rights. The first quarter of 2026 also included higher depreciation and amortization and finance costs primarily related to the acquisition of IMG ARENA, partially offset by lower income taxes.
Adjusted EBITDA
First quarter Adjusted EBITDA was €66 million, up €7 million, or 12% compared to €59 million in the same quarter in 2025. The increase was largely driven by the 11% revenue growth, primarily offset by the inclusion of costs related to IMG ARENA, most notably sport rights.
Business Highlights
Announced key addition to Sportradar’s leadership team, naming Sameer Deen as Chief Operating Officer, commencing May 18, 2026.
Launched Playradar, a dedicated iGaming brand delivering hybrid sports-casino content to global operators across slots, table games, virtual sports, arcade and crash games, operating exclusively in regulated markets.
Expanded the Company’s multi-year partnership with Hard Rock Bet, adding official PGA TOUR and UFC data and enhanced in-play betting capabilities including 3D shot tracking and micro markets.
Extended and expanded the Company’s integrity services agreement with FIFA for an additional five years through 2031, providing AI-driven bet-monitoring, intelligence and investigation support, and risk assessment services across FIFA’s 211 member associations and competitions worldwide.
Announced a multi-year partnership with the Liga Nacional de Basquete for worldwide rights for official data as well as audiovisual betting, completing Sportradar’s presence across Brazil’s three most popular sports.
The post Sportradar Reports First Quarter 2026 Financial Results appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
game-mechanics
Microgaming rolls out Link & Merge mechanic with three-slot launch on 29 April
Microgaming is launching a new slot mechanic, Link & Merge, on 29 April via the simultaneous release of three titles: Almighty Zeus Wilds Link&Merge, Lucky Twins Wilds Link&Merge and 123 Soccer Link&Merge.
The Link&Merge feature is positioned as a variation on Hold & Spin-style gameplay. When five or more adjacent Coin symbols land, they link and merge into a single higher-value symbol. The merge then triggers one of three bonus outcomes: Jackpot, Multiply or Spread, with the potential for additional Coin symbols to land and create further merges.
Microgaming is pairing the mechanic with three themes at launch: Almighty Zeus Wilds Link&Merge, Lucky Twins Wilds Link&Merge and 123 Soccer Link&Merge. The supplier said each title uses the Link&Merge bonus within a shared core framework that includes cluster wins, Wild Meter progression, Free Spins and Multiplier Trail functionality.
A Microgaming spokesperson said: “Link&Merge gives us a mechanic with real forward momentum. Each merge has the potential to change the shape of the feature, open up new opportunities and keep the round moving in a way that feels both familiar and fresh. By launching three games around it simultaneously, we are able to give the mechanic a much bigger stage from day one and show the range it can bring to the Microgaming portfolio.”
The post Microgaming rolls out Link & Merge mechanic with three-slot launch on 29 April appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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