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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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Betsson Group
EveryMatrix extends Betsson Group partnership with Fantasma Games launch
EveryMatrix has extended its partnership with Betsson Group, giving the global operator’s brands access to its full content library across a range of licensed markets.
The first phase of the new agreement sees Betsson Group launch exclusive in-house content from Fantasma Games, following the successful integration with EveryMatrix’s platform.
Ahead of the second phase of the partnership, EveryMatrix and Betsson Group are reviewing several high-performing third-party studios, with the aim of further strengthening the operator’s casino offering across additional licensed markets.
The agreement builds on EveryMatrix’s recent go-live with Betsson Africa in Cameroon, where the technology provider delivered a full turnkey casino and sports integration, including front-end development, player account management, payments and affiliate management.
EveryMatrix Casino has the world’s largest casino aggregation platform, offering more than 45,000 games from 180 vendors and 355 game studios.
Mark Hothersall, Head of Business Development, EveryMatrix Casino, said: “Our initial launch with Betsson in Cameroon was another strong showcase of our ability to support tier-1 operators with scalable, regulated technology.
“Extending this partnership through the launch of Fantasma Games shows the value of our relationship and the value our casino portfolio can bring across multiple brands in regulated markets.”
Karl Shranz, Director of Gaming, Betsson Group, said: “Following the successful launch with EveryMatrix in Cameroon, we saw a clear opportunity to explore further areas of collaboration, with content being a natural next step.
“EveryMatrix offers a strong portfolio, quality titles, and the operational standards required to support our brands across regulated markets.”
The post EveryMatrix extends Betsson Group partnership with Fantasma Games launch appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Africa
BGaming signs PlaylogiQ distribution deal to grow Africa reach
PlaylogiQ will roll out BGaming’s 250+ game catalogue to operators in Nigeria, Kenya, South Africa and Ghana, plus other emerging markets.
BGaming has partnered with African platform provider PlaylogiQ to distribute its iGaming content across the continent via PlaylogiQ’s casino and sportsbook platforms.
Under the deal, PlaylogiQ clients will get access to BGaming’s full portfolio of more than 250 titles, spanning the supplier’s #Casual, #Entertainment, and #Classic ranges. The companies said the rollout will include games such as Burning Chilli X, Fruit Million, and Aviamasters
.
PlaylogiQ provides white-label and turnkey platform solutions for sportsbook and casino operators. The company said it serves operators in Nigeria, Kenya, South Africa, and Ghana, and also works in emerging markets in Latin America and beyond.
Marina Ostrovtsova, CEO at BGaming, said, “The potential of the African market is huge, and we are proud to be able to continue to make our mark on the continent.
PlaylogiQ is one of Africa’s most respected platform providers, and its brands have played a significant role in the growth of the continent’s iGaming industry. They are committed to providing their operators with the highest-quality gaming experiences on the market, and we are excited to have secured this partnership and to begin working together.”
Margherita Giudetti, COO at PlaylogiQ, said, “Africa continues to be one of the most dynamic regions in the global iGaming industry, with player expectations evolving rapidly across different markets. Our partnership with BGaming allows us to further strengthen the content offering available to operators on the Playlogiq platform, combining high-performing games with the localized experiences that players increasingly expect.
We look forward to working closely with the BGaming team and supporting the continued growth of our operator network across Africa and other emerging markets.”
The post BGaming signs PlaylogiQ distribution deal to grow Africa reach appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
ICONIC21
Stake and ICONIC21 launch 18-table dedicated live casino studio
New branded live environment features customised tables, decor and uniforms built specifically for Stake.
Stake and live casino provider ICONIC21 have launched an 18-table dedicated live casino studio built specifically for Stake, under a new partnership agreement.
According to the companies, the studio is customised to reflect Stake’s brand across the environment, including custom table felts, bespoke decor and personalised dealer uniforms.
ICONIC21 positioned the build as part of a broader push into dedicated studio environments for major operators, arguing that branded tables and sets can provide a more consistent identity than shared live casino tables.
The supplier also said the Stake rollout highlights its operating model, describing a “lean, focused team” designed to move quickly on bespoke studio projects. The companies did not disclose financial terms, launch location, or which live casino games are included across the 18 tables.
The post Stake and ICONIC21 launch 18-table dedicated live casino studio appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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