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SOFTSWISS Unveils Game Aggregator Client Satisfaction Survey Results
High-level client support at every stage of cooperation compared to competitors is one of the key advantages highlighted by the SOFTSWISS partners during the customer satisfaction survey conducted in January-February of 2022 by the leading evidence-based insights and consulting company Kantar Ukraine.
The main objectives of the research were to get insights on client expectations when choosing the iGaming software provider, discover product and workflow characteristics that are the most significant for partners, and disclose the level of satisfaction with SOFTSWISS solutions and services compared to competitor products. The survey was conducted among partners of the SOFTSWISS Game Aggregator, one of the most demanded products in the company’s portfolio.
Survey results: Industry insights
According to the research, the crucial functional reasons for choosing a business partner in the iGaming industry are the following:
- Wide range of games
- Flexibility in discussing terms of service
- Quick response and resolution of issues
At the same time, the characteristics which have low importance are the availability of licences and certifications for regulated markets and overall positive reviews about the company.
As for the emotional characteristics which influence the decision, the top 3 became:
- Simple and quick communication with the [account] manager
- Offers you services and products that meet the needs of your company
- Long-term partnerships
The least important emotional attribute is the software partner’s prestige.
Based on the survey, clients cite the main reasons to terminate the business relationship would be poor quality or lengthy request resolution, lack of involvement of a company representative in resolving issues, as well as lack of additional technical features and functionality. Another significant motive that could cause clients to stop cooperation is bad-quality support.
As stated in the research, SOFTSWISS partners also highlighted the top 3 most important functional characteristics of the game aggregator:
- Stable access to games
- Fast response to unscheduled malfunctions
- Experienced integration support and further support from the game aggregator team
In addition, clients noted that they received “timely communication about the changes in the API” and were promptly notified about new “API technical opportunities”.
SOFTSWISS overview
The results of the survey showed that 90% of Game Aggregator clients are satisfied with the products they use from SOFTSWISS. They pointed out that the most significant characteristics they considered when choosing SOFTSWISS were:
- Prompt and quality communication at different stages of the joint work
- Variety of games
- Flexible terms of service
- Easy integration process
These characteristics are in line with what SOFTSWISS aims to deliver to clients. This convergence allows us to say that SOFTSWISS meets the key expectations of industry players. The status of the company as a reliable partner is also confirmed by the fact that customers use several SOFTSWISS products at the same time. Along with the Game Aggregator, SOFTSWISS partners most often purchase the affiliate management platform Affilka. 55% of SOFTSWISS Game Aggregator clients have integrated the affiliate tracking software and are highly satisfied with it.
Client Opinion: Game Aggregator Characteristics
As reported in the research, the overall satisfaction index of the SOFTSWISS Game Aggregator is 8.2 which is an excellent result. Such a high level of client satisfaction demonstrates SOFTSWISS’ focus on meeting client needs and providing top service that is efficient and appreciated by partners. The SOFTSWISS Game Aggregator received a high score for each of the crucial characteristics which were pointed out by the industry players in terms of choosing this kind of product (on a scale of 1-10, where 1 is the least important and 10 is the most important):
- Stable access to games – 9.0
- Timely notifications about planned work – 9.0
- Quick response to unscheduled problems (notifications, solution speed) – 8.8
- High-level of integration support and further support from the Game Aggregator team – 8.5
It is worth noting that the SOFTSWISS Game Aggregator received the highest score for the most significant feature for clients, namely, stable access to games.
When examining the survey results related to the level of service support, the numbers display that client service is higher than that of competitors, which is an essential achievement for the team:
- SOFTSWISS – 7.9
- Competitors – 7.4
The most outstanding advantage of the SOFTSWISS client support is the high speed of request responses and a convenient helpdesk service.
“Such research is very helpful for understanding in which direction to move further to improve our performance. We are pleased to see that our partners highly appreciate our work. This inspires us to make the Game Aggregator even better. We strive to be a reliable partner for our clients and provide them with quality service,” commented Tatyana Kaminskaya, Head of SOFTSWISS Game Aggregator.
Summarising the research, the most important reasons for choosing SOFTSWISS in general, and the Game Aggregator in particular, are a fast-growing content base, high-level client support, and prompt communication. The SOFTSWISS team notes that the results correspond to the brand positioning – being a reliable iGaming provider offering expert solutions and an excellent level of service. It is a vital conclusion in terms of evaluating not only a specific product but also the long-term strategy of the company.
“Ongoing work with clients and studying their needs is one of the most important tasks that the marketing department sets. Understanding the customer allows us to create innovative products, as well as to adapt and develop customer service to the highest level. And, of course, we are glad that the results of this study give us not only valuable insights but also show high satisfaction with both our products and service. More and more factors indicate that SOFTSWISS work standards are becoming the benchmark in the industry”, highlighted Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.
About SOFTSWISS
SOFTSWISS is a widely-acclaimed iGaming expert supplying certified software solutions for managing gambling operations. The company has an international team, which counts 1000+ employees and has an official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS holds a number of gaming licences, providing one-stop-shop iGaming solutions. The company has a vast product portfolio, which includes an Online Casino Platform, Game Aggregator with thousands of casino games, the Affilka affiliate platform, Sportsbook Platform and the Jackpot Aggregator. In 2013 SOFTSWISS was the first in the world to introduce a bitcoin-optimised online casino solution.
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Betting and Gaming Council
Michael Dugher to Step Down as Chair of BGC
Betting and Gaming Council (BGC) Chair Michael Dugher is to step down after six years at the industry standards body.
Michael, who was the BGC’s founding Chief Executive for more than four years before becoming Chair in April 2024, will leave his position with immediate effect to take up a new role at Brunswick Group, the leading global advisory firm, as Head of its UK Public Affairs Practice. He will continue to work as a freelance business adviser and will remain a Board Member and Director at Nottingham Forest Football Club.
Michael led the BGC from its inception as the new standards body for the regulated industry, bringing together previously separate industry bodies representing land-based casinos, high street bookmakers and online betting, gaming and bingo. He steered the industry through the Government’s Gambling Act Review and the publication of the Gambling White Paper in 2023, which introduced the most extensive legislative and regulatory changes in a generation.
A former Labour MP and Shadow Secretary of State for DCMS, Michael worked closely with the regulator, the Gambling Commission, and other stakeholders to raise standards across the sector. Under his leadership, the BGC introduced and adopted 20 new safer gambling codes containing 100 new standards. A lifelong fan of horseracing, Michael also launched a number of charity initiatives, including the Britannia Stakes charity race at Royal Ascot and the Grand National Charity Bet, which, with thanks to BGC members, has raised more than £6.5 million for a wide range of good causes.
Michael said: “I am immensely proud of everything we have achieved at the BGC. Working with outstanding colleagues and members, we brought the industry together, embraced higher standards in safer gambling and championed an industry that employs tens of thousands of talented, hardworking, decent men and women in communities across almost every part of the UK. We also raised millions of pounds for so many good causes, particularly for racing and armed forces charities that have always been close to my heart.
“In an era when there is sadly so much ignorance and snobbery about betting – not helped, in my view, by the decline in the number of working-class people in Parliament – the BGC did a difficult job in navigating the industry through the previous Government’s gambling review. This resulted in a White Paper that, though not without its challenges, avoided many of the most draconian and disproportionate measures advocated by anti-gambling prohibitionists.
“By embracing change and positively engaging with Government and Parliamentarians, we made the case for an evidence-led approach to regulation and legislation that raised standards, protected jobs and growth as much as possible, and delivered historic deregulation and investment for Britain’s world-leading casino sector – all while keeping customers safe in the regulated industry. This approach is increasingly at risk today given the very worrying growth in harmful gambling in the unregulated online black market.
“I would like to thank all the BGC members and staff who supported me over the years, especially the BGC’s superb Chief Executive, Grainne Hurst. I would also like to pay tribute to the many ministers, shadow ministers and officials at DCMS whom I was privileged to work with. I wish the industry, and the sports that rely on its funding, not least British horseracing, all the very best for the future.”
BGC Chief Executive Grainne Hurst said: “Michael’s contribution to the Betting and Gaming Council over the past six years has been exceptional. From the outset, he brought clarity of purpose, a trusted standing with policymakers and regulators, and a steadfast commitment to championing a responsible, well-regulated betting and gaming industry.
“Under his leadership, the BGC was firmly established as a credible standards body, uniting a diverse membership around stronger consumer protections and a shared determination to do the right thing, often going beyond regulatory requirements.
“He guided the industry through the most significant regulatory reform in a generation, helping to deliver the Gambling White Paper and shape its implementation in a way that balances consumer protection with the realities of a major UK leisure industry enjoyed safely by millions each month. His leadership was also pivotal in securing long-overdue casino modernisation and proportionate regulation.
“On a personal note, it has been a genuine privilege to work alongside Michael. He leaves a proud and lasting legacy at the BGC, having strengthened standards, unified the industry and ensured it is well prepared for the challenges ahead.”
Ian Proctor, Chairman of Flutter UK & Ireland, said: “Michael worked tirelessly to help establish the BGC as a strong and authoritative body for the regulated industry. During a period of significant policy change, his experience and judgement were invaluable in supporting constructive engagement with Government and the regulator, including through the Gambling Act Review and the delivery of the White Paper.
“I would like to thank Michael for all his hard work and, on behalf of the wider industry, wish him every success in the future.”
The post Michael Dugher to Step Down as Chair of BGC appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
10 Alebrijes Eternal
Amusnet Releases “10 Alebrijes Eternal” Slot
Amusnet has released 10 Alebrijes Eternal – a vibrant game inspired by the legendary Mexican spirit creatures that ignite the imagination. Bursting with life and energy, this visually striking game transforms every moment into a celebration of art, symbolism and chance, where dazzling creatures roam and fortune dances across the reels.
From the very first spin, the world of 10 Alebrijes Eternal comes to life in a symphony of glowing colours and rhythmic soundscapes. The mystical Sun and Moon Scatter symbols light up the reels, opening the door to celestial rewards and elevating the sense of wonder with every appearance. Their radiant presence adds anticipation and depth, guiding players deeper into this enchanted universe.
At the heart of the adventure stands the Expanding Wild Alebrije – a powerful spirit that stretches across the reels, unlocking commanding combinations and infusing each round with magical momentum. Its dynamic transformations turn ordinary moments into extraordinary ones, ensuring that no two spins ever feel the same.
For those eager to jump straight into action, the Buy Bonus feature offers instant access to Free Spins and heightened win potential. It’s a direct invitation to the most electrifying moments of gameplay, perfect for players who prefer to chase excitement without delay.
With its rich cultural inspiration, immersive design, and engaging mechanics, 10 Alebrijes Eternal is more than a game – it’s a living, breathing world where tradition meets modern creativity. Every spin is a journey through colour, mystery and possibility, where imagination runs free, and luck knows no boundaries.
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While active, Guaranteed Wins ensures that at least one winning line appears on the reels during spins.
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The Alebrije Wild symbol can appear and expand on reels 2, 3 and 4, substituting for all other symbols except the Sun and Moon Scatter symbols.
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The post Amusnet Releases “10 Alebrijes Eternal” Slot appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Africa
Playtech Partners with LottoStar to Boost Operations Across South Africa
Playtech now boasts a significant presence in South Africa and this collaboration reaffirms its commitment to delivering innovative, top-tier gaming content to its market-leading partners in the region.
Simon Munsamy, Playtech Managing Director: Africa, commented: “We are excited to announce our new partnership with LottoStar, one of South Africa’s most recognisable and popular iGaming operators. We have seen how strongly Playtech’s games and promotional tools resonate with South African players and anticipate even more success this time around. It is a source of great pride to be working alongside LottoStar to ensure its players enjoy a safe, innovative, and engaging gaming experience.
A LottoStar Spokesperson, stated: “Introducing over 100 Playtech games marks a pivotal moment for LottoStar. We’re committed to offering our players world-class variety and quality. This partnership brings a new level of excitement to our players’ betting experience, while maintaining both brands’ shared desire to uphold the highest standards of player protection. These innovative games reflect our ambition to deliver the very best to our players.”
The post Playtech Partners with LottoStar to Boost Operations Across South Africa appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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