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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Latest News
ECA and AGEM applaud creation of Association Assembly at ICE Barcelona
The news that January’s ICE Barcelona will include a major new feature dedicated to global gaming’s most influential trade associations has been welcomed by organisations in Europe and abroad.
Making full use of the additional space at the Gran Via Fira de Barcelona, the first ICE Association Assembly has been created to enable trade bodies to promote their values and create new opportunities for the gaming community across every sector and geography, including both the Brussels-based European Casino Association (ECA) and the Association of Gaming Equipment Manufacturers (AGEM), the global trade association for gaming equipment suppliers with its primary headquarters in Las Vegas.
Erwin Van Lambaart, Chair of the ECA confirmed: “Our members are already planning their week in Barcelona and they will be at this historic edition of ICE in great numbers. ICE is a pivotal event for the global gaming community and having a show floor feature which will enable us to engage directly with all sectors is a unique opportunity.
“Traditionally, our association’s involvement at ICE and its Conference program has primarily centred around networking and product development orientation—connecting with our members, regulators, suppliers, and fellow trade bodies. However, ICE 2025 marks a significant milestone. For the first time, the ECA will have the chance to fully interface with the global industry supply chain in its entirety. We are looking forward to this unique opportunity to articulate our vision for the future to a diverse and comprehensive audience, where innovation, responsibility and significant partnerships for guest and customer centricity will have centre stage.”
Daron Dorsey, CEO of AGEM added: “We represent the interests of our gaming suppliers whose well-known brands are global in reach, so to be given the opportunity to explain our agenda and engage with what is a truly international audience of association colleagues on the ICE show floor is invaluable.”
January’s editions of ICE and iGB Affiliate will occupy 120,000sqm of space compared to the 100,00sqm at ICE 2024. In a major endorsement of the opportunities offered by the relocation to Barcelona 72% of the 25 biggest exhibitors will have an increased stand presence at ICE 2025.
The post ECA and AGEM applaud creation of Association Assembly at ICE Barcelona appeared first on European Gaming Industry News.
Aviatrix
Aviatrix expands into Venezuela with FacilitoBet
Aviatrix, the innovative crash game that is quickly growing in popularity across Latin America and elsewhere, has added FacilitoBet to its portfolio of operator partners.
The deal sees FacilitoBet integrate Aviatrix into its proprietary GEO VES platform, making the game available to its players across Venezuela.
This is a major move by Aviatrix’s into the Venezuelan market, following numerous deals elsewhere in Latin America over the past 12 months.
Gabriela Novello, Head of Business Development LATAM at Aviatrix, said: “We want to bring Aviatrix to the most respected brands across Latin America, and FacilitoBet absolutely meets those criteria. By integrating us into their own platform, we’re able to work directly with the FacilitoBet team to bring a truly world-class experience to players across Venezuela. This is another important step in the Aviatrix journey.”
Henry Sanchez, Director of FacilitoBet, said: “Crash games have become a true phenomenon over the last couple of years, and we love Aviatrix because it brings something unique to the genre. The game is engaging, and their team is extremely helpful when it comes to onboarding to our own GEO VES platform. We are sure Aviatrix will be a big success among our players.”
Aviatrix is quickly becoming Latin America’s favourite crash game, following integrations with NGX, Salsa Technology, Vibra Gaming, Cactus Gaming, RedCap, Virtualsoft, Casa de Apostas, Portugabet and many more.
Latest News
Atlaslive and Alea Partner to Revolutionize Casino Offerings with Data-Driven Player Insights
Atlaslive, a leading B2B software provider in the global iGaming industry, has announced an exciting partnership with Alea, a data-driven casino game aggregator. Together, the two companies will deliver highly customized, data-focused gaming experiences designed to boost player engagement and drive operator success.
Atlaslive’s multi-functional platform empowers sports betting and casino operators with a customizable, scalable solution. Partners have the freedom to tailor the platform to their brand style and market preferences, whether they’re focused on a regional niche or a global audience.
With over 15,000 games in Atlaslive’s casino library, which includes slots, live casino games, table games, virtual games, lotteries, and more, operators can offer a diverse selection to match any player demographic. This vast collection will now be complemented by Alea’s aggregation, creating an unmatched selection of casino content.
Lidiia Vakulenko, COO of Atlaslive, commented on the collaboration: “At Atlaslive, our goal is to provide operators with not only a powerful platform but also the tools and content they need to stand out in a competitive market. Our partnership with Alea enhances our already robust casino offering with even more game diversity, while adding sophisticated data insights that help our partners design player experiences tailored to their audience. This partnership is a game-changer for both companies and our partners.”
In addition to its extensive game portfolio, Atlaslive’s platform provides operators with advanced tools to create custom segments and automated marketing triggers. This allows operators to design personalized campaigns and offers based on player behavior, boosting engagement, retention, and ultimately, revenue.
Jordi Sendra, CEO of Alea, also commented on the collaboration: “We are thrilled to partner with Atlaslive, a company that shares our vision of using data and technology to drive innovation in iGaming. Together, we can offer operators not just a vast range of top-tier games, but the deep player insights they need to refine their strategies and maximize engagement. We believe this partnership will open up new possibilities for both companies and the operators we serve globally.”
By bringing together Atlaslive’s dynamic platform and Alea’s data-driven approach, this partnership is set to transform the way casinos operate, providing powerful tools that will help them grow and thrive in the competitive iGaming landscape.
The post Atlaslive and Alea Partner to Revolutionize Casino Offerings with Data-Driven Player Insights appeared first on European Gaming Industry News.
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