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How to Organise Customer Support Services Effectively?
When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.
Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.
In-House vs Outsourced Services: Pros and Cons
Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.
The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.
When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.
Crucial Customer Support Services
When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:
- First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
- Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
- VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
- Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.
The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.
Enhanced Customer Support Services
Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:
- Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
- Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
- Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.
The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.
Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.
In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”
The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post How to Organise Customer Support Services Effectively? appeared first on European Gaming Industry News.
HIPTHER is proud to announce a new Media Partnership with Nightrush, officially launching alongside the highly anticipated HIPTHER Prague Summit 2026. The event will take place on 24–25 March 2026 at the OREA Hotel Andels Praha, bringing together leading voices from across Gaming and Technology.
Recognised as one of Europe’s premier boutique events for industry decision-makers, the Prague Summit unites professionals from iGaming, fintech, blockchain, AI, compliance, and digital innovation. Across two immersive days, attendees will engage in expert-led discussions, curated networking opportunities, and hands-on learning experiences designed to address the most pressing challenges and opportunities shaping regulated digital industries.
This new collaboration marks an important step in expanding industry dialogue and strengthening global connections within the iGaming ecosystem.
Strengthening Industry Connections Through Media Collaboration
Nightrush has rapidly established itself as a trusted media platform dedicated to connecting operators, providers, and players through in-depth content, expert reviews, industry news, and community-driven engagement. What began as a focused review platform has evolved into a dynamic hub that promotes collaboration, delivers practical insights, and supports responsible gambling initiatives across the wider iGaming landscape.
Under the leadership of Brand Manager Olesea Naidion, Nightrush continues to expand its influence within the global iGaming community. Olesea will also take the stage at Prague Summit 2026, sharing expertise on brand strategy, digital marketing, user acquisition, and long-term player loyalty.
Through this Media Partnership, HIPTHER and Nightrush will collaborate to amplify key industry conversations, increase visibility for thought leadership, and support meaningful engagement among stakeholders before, during, and beyond Prague Summit 2026.
Prague Summit 2026: Celebrating a Decade of Impact
Marking 10 years of impact across Gaming and Technology, the 2026 edition of the HIPTHER Prague Summit will feature its most ambitious programme to date. The event will host four dedicated stages, covering compliance, expert panels, strategic industry themes, and practical education through the HIPTHER Academy.
Attendees can expect:
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In-depth regulatory and compliance discussions
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Responsible Gaming and Player Safety sessions supported by international regulators
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High-level networking with operators, suppliers, innovators, and policymakers
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The prestigious GamingTECH CEE Awards 2026
Within this context, the partnership with Nightrush will play a key role in advancing knowledge sharing, fostering transparency, and supporting long-term growth across regulated digital industries.
A Shared Vision for the Future
HIPTHER and Nightrush are united by a shared vision: to build stronger connections across the iGaming community and enable collaboration that drives innovation, trust, and sustainable industry development.
The Media Partnership debuting at Prague Summit 2026 represents the start of a broader collaboration focused on year-round content creation, community engagement, and cross-industry dialogue—further strengthening the foundations of the global iGaming ecosystem.
The post HIPTHER Announces Media Partnership with Nightrush Ahead of Prague Summit 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Dream Play continues to grow its lineup with Hyper Gems, a space-themed slot designed around speed, rising tension, and escalating multipliers.
Set within a deep cosmic environment of glowing nebulae and radiant crystal symbols, the game delivers a sharp, modern visual style. The bottom control panel reflects Dream Play’s signature polish — a centered spin button, sleek metallic controls, and a clean layout that keeps attention firmly on momentum and gameplay.
Fast Base Game, Reactive Multiplier
The base game moves at a rapid pace thanks to avalanche mechanics, where winning symbols disappear and new ones fall into place seamlessly.
Multipliers in the base game apply on a per-spin basis.
If a multiplier lands and connects with a win during that same spin, the payout is instantly boosted. Miss the connection, and it resets — keeping each spin dynamic and unpredictable.
The experience feels fast, immediate, and full of energy.
Bonus Game — Where the Adrenaline Builds
The pace shifts dramatically in the Bonus Game.
Once triggered — or activated through the Buy Bonus option — the atmosphere intensifies. The background changes, colors grow bolder, and symbol connections trigger subtle grid shake effects that add impact to every win.
The biggest change comes with the multiplier behavior.
In the bonus round, the multiplier no longer resets. Instead, it accumulates with every spin, even when no win lands. Tension builds as the value climbs spin after spin, until a winning cascade finally connects and the entire payout is multiplied by the full accumulated total.
Several quiet spins can stack significant potential, only for one sudden cascade to unleash it all at once. This is where Hyper Gems delivers its core rush.
Pop-Ups, Sound & Visual Identity
Hyper Gems features distinct Big Win, Epic Win, and Mega Win pop-ups, each with unique animations and visual styling. Transitions are smooth, modern, and fast, designed to maintain momentum rather than disrupt it.
Every win feels lively and visually rewarding.
The soundtrack reinforces the pace with a driving, space-inspired rhythm that rises alongside multiplier growth and intensifies during cascades.
Combined with strong visual effects and subtle grid movement in the bonus round, Hyper Gems delivers a cohesive, high-energy experience.
With its avalanche gameplay, accumulating bonus multiplier, and maximum win potential of x1000, Hyper Gems stands out as a release focused on escalation, tension, and momentum.
Step into the cosmic arena and experience Hyper Gems:
https://api.dreamplay.games/launch/virtual?game=hyper-gems
The post Hyper Gems — A New Cosmic Adrenaline Release from Dream Play appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Dream Play expands its portfolio with Hyper Gems, a space-themed slot built around speed, tension, and multiplier escalation.
Set against a deep cosmic backdrop filled with glowing nebulae and vibrant crystal symbols, the game delivers a sharp, modern presentation.
The bottom control panel follows Dream Play’s polished design approach — centered spin button, smooth metallic controls, clean layout — keeping the focus entirely on action and momentum.
Fast Base Game, Reactive Multiplier
The base game moves quickly thanks to avalanche mechanics — winning symbols disappear and new ones cascade into place without breaking the flow.
Here, the multiplier works per spin.
If it lands and a winning combination connects in that same spin, the payout is instantly amplified. If not, it resets — keeping the gameplay reactive and dynamic.
It’s fast. Immediate. Energetic.
Bonus Game — Where Adrenaline Builds
The real shift happens in the Bonus Game.
Once triggered — or accessed via Buy Bonus — the atmosphere intensifies. The background changes, colors become more aggressive, and during symbol connections the grid adds a subtle shake effect, reinforcing the impact of every hit.
Most importantly, the multiplier no longer resets.
Instead, it accumulates with every spin — even if no win lands. The tension builds. Spin after spin, the number grows. And when a winning combination finally connects, the entire payout is multiplied by the full accumulated value.
Several spins can quietly stack the multiplier — and then one cascade suddenly lands, amplifying the entire win in a single surge.
That is where Hyper Gems delivers its core adrenaline.
Pop-Ups, Sound & Visual Identity
Hyper Gems features distinct Big, Epic and Mega Win pop-ups, each with its own animation style and visual identity. The transitions are dynamic, modern, and fast — designed to enhance momentum rather than interrupt it.
Every win feels energetic and visually impactful.
The soundtrack supports the pace with a driving, space-inspired rhythm, rising alongside multiplier growth and intensifying during cascades.
Together with the visual effects and subtle grid shake in the bonus round, the game creates a cohesive, high-energy presentation.
With its avalanche engine, accumulating bonus multiplier and max win potential of x1000, Hyper Gems stands out as a release built around escalation and momentum.
Step into the cosmic arena and experience Hyper Gems.
https://api.dreamplay.games/launch/virtual?game=hyper-gems
The post Hyper Gems — A New Cosmic Adrenaline Release from Dream Play appeared first on Americas iGaming & Sports Betting News.
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