Latest News
SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1
The SOFTSWISS First Line Support recently shared that the team processed more than 450,000 player requests (chats and tickets) in Q2. This provided an almost 20% increase in the number of resolved queries compared to the same number in Q1 2021.
The team further revealed that the number of cashouts has also risen by 13%, peaking at 75,917 in Q2, compared to 65,715 in Q1. This demonstrates the continuously growing capacity of the SOFTSWISS First Line Support.
Despite the increase in load, the quality and speed of the First Line Support service did not suffer, as the service shows daily stats of 4000 resolved chats and 2500 cashouts made with an average 82-85% Customer Satisfaction Index. Moreover, effective player support helped SOFTSWISS Online Casino Platform clients gain additional financial value.
Yan Fursa, Head of First Line Support at SOFTSWISS Managed Services, said: “The SOFTSWISS First Line Support team is, at its core, a versatile team. Our department serves as a kind of an intermediary between the player, client, and the casino world. We operate 24/7 to deliver all our customers the best service possible, being 100% transparent and unbiased. The FLS Team supports hundreds of players around the world, delivering the quickest and most reliable service possible. On a daily basis, we deal with all types of player queries, including the most complex technical ones in nature. The team is excited to be able to make a difference for SOFTSWISS clients as well as generate additional player value.”
The SOFTSWISS First Line Support Team takes over the full support of online casino platform players. Its qualified customer support associates communicate with players via live chat and emails, available in multiple different languages 24/7. This includes the handling of issues or bugs reported by players, performing player KYC checks who request withdrawals, and more.
In addition to direct communication with casino players, First Line Support also communicates with the operators and helps to resolve player-related queries. The SOFTSWISS First Line Support Team highly values its reputation – it is known for its respectful attitude towards each individual player and for providing first-class service.
Managed Services is a part of the SOFTSWISS solutions offered to clients to help them deliver support for their iGaming brand. The department comprises First Line Support, Anti-Fraud Support, Retention & VIP Management services, providing full-cycle player care.
About SOFTSWISS
SOFTSWISS is an international tech brand supplying widely acclaimed, certified software solutions for managing iGaming operations. SOFTSWISS holds a number of gaming licenses, providing a “one-stop-shop” white label solution by taking care of all technical, legal, and financial processes on behalf of its customers. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, an affiliate platform, and a recently launched sportsbook platform. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimized online casino solution. The company has thus been regarded as the leading technical expert when it comes to the use of cryptocurrencies in online gaming.
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Affiliates
PartnerMatrix teams with Broadway Platform to roll out Agent System to PAM clients
PartnerMatrix, part of the EveryMatrix Group, has signed an exclusive collaboration with Broadway Platform, a Player Account Management platform (PAM) developed by SPRIBE, to expand distribution of the PartnerMatrix Agent System. The agreement was announced Monday, June 29th, 2026, in Malta.
Under the deal, Broadway Platform will introduce the PartnerMatrix Agent System to its clients as a tool to manage and scale offline traffic operations alongside digital affiliate activity.
PartnerMatrix said the Agent System is designed to give operators visibility and control over agent performance, commission structures and player activity within a connected environment, supporting online and offline traffic management across multiple territories.
Vahe Khalatyan, Head of PartnerMatrix, said: “We are pleased to launch this collaboration with Broadway and expand the reach of our Agent System to a wider network of operators.
“Operators increasingly need stronger control across both online and offline acquisition channels, and this collaboration helps bring that capability to more partners globally.”
Giorgi Samkharadze, Director at Broadway Platform, said: “We’re constantly looking for ways to help our partners grow more efficiently across diverse markets. The PartnerMatrix Agent System offers operators a powerful framework for managing both affiliate and agent-driven acquisition within a single ecosystem.
“As our global footprint continues to expand, particularly across emerging markets where offline traffic remains highly influential, we see significant value in providing our partners with access to scalable solutions that support sustainable growth.”
The post PartnerMatrix teams with Broadway Platform to roll out Agent System to PAM clients appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
affiliate marketing
Intelitics adds generative AI visual reporting tool for iGaming marketers
Intelitics has launched Actionable Intelligence, a generative AI reporting feature designed to let iGaming and sports betting marketing teams create custom data visualisations on demand using plain-language questions.
The company said the tool builds on Intelitics’ existing reporting stack used to track partner performance, campaign ROI and acquisition metrics. Instead of commissioning a new report or writing code, users can query the same dataset and receive a chart or visualisation in response.
Use cases cited by Intelitics include comparing partner performance by traffic source, drilling into individual campaigns, and breaking down player value by acquisition channel. Intelitics said the feature interprets iGaming and affiliate marketing terms including partners, offers, traffic sources, player value, acquisition channels, GGR and NGR, without requiring users to translate requests into SQL.
“The data our customers need to make better decisions has always been inside Intelitics,” said Allan Stone, founder and CEO of Intelitics. “Actionable Intelligence makes it accessible on their terms, with no technical skills required and no waiting for a report to be built. We designed it so that everyone on a marketing team, not just the analysts, can explore their data and act on what they find – and we built it to understand the way iGaming and affiliate marketers actually talk about their business, from partners and offers to GGR and NGR.”
On data governance, Intelitics said Actionable Intelligence runs within each customer’s Intelitics environment. The company stated that customer data is not pooled across accounts, shared with third parties, or used to train any model outside that environment, and that each visualisation is generated only from the customer’s own Intelitics data. The feature is available to Intelitics customers.
The post Intelitics adds generative AI visual reporting tool for iGaming marketers appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Brand Partnerships
Stake names UFC flyweight contender Tracy Cortez as global ambassador
Stake has appointed UFC women’s flyweight contender Tracy Cortez as a global ambassador, with the partnership set to begin in June 2026.
The company said the deal adds Cortez—currently ranked No. 8 at women’s flyweight—to its growing group of UFC athletes and ambassadors. Stake also listed Alex Pereira, Max Holloway, Merab Dvalishvili, Caio Borralho and Alexandre Pantoja among its current UFC ambassadors.
Cortez holds a 12-3 record, according to Stake, and rose through Dana White’s Contender Series in 2019. The company also referenced an 11-fight win streak during her career.
Akhil Sarin, Chief Marketing Officer at Stake, said: “Tracy Cortez is a phenomenal athlete, who we’re really excited to be partnering with in this new ambassadorial role. She has proven herself to be a real contender in the UFC flyweight division already, and as she comes into her prime, Stake is proud to support her journey.
“Tracy’s personality and competitive spirit is something which aligns with our values at Stake – she’s fun, the fans love her, and we’re looking forward to bringing a valuable partnership to MMA fans.”
Stake ambassador Tracy Cortez added: “Partnering with Stake feels like the perfect fit for this chapter of my career. This is a brand at the cutting edge of sports and entertainment, and they value the same grit and authenticity that I bring to every fight.
“I’m ready to engage with my supporters in a whole new way and take this journey to the next level together.”
The post Stake names UFC flyweight contender Tracy Cortez as global ambassador appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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