

Conferences in Europe
Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
Reading Time: 4 minutes
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatiuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
Conferences in Europe
Revolutionizing Messaging: Communications Hub at SBC Lisbon 2025

Lisbon, Portugal, 16-18 of September
This September 16-18, SBC Summit in Lisbon will host the official presentation of Communications Hub (CommsHub). The new all-in-one communication management platform helps businesses integrate messaging services 75% faster while ensuring uninterrupted delivery through built-in backup and cascading traffic.
Developed by industry veterans and now operating as a standalone brand in the RedCore business group, Communications Hub is set to change the way high-volume messaging is managed – not only in iGaming and affiliate marketing, but also in fintech, e-commerce and beyond.
A New Era of Smart Messaging
Communications Hub centralizes SMS, flash calls and alpha name registration into one streamlined interface. The platform provides businesses with access to an up-to-date list of verified service providers, flexible routing options and advanced analytics – all designed to reduce costs, save time and increase reliability.
One of the platform’s key innovations is its built-in failover and cascading traffic system, ensuring that no message is lost due to a provider outage or technical disruption.
“We built a Communications Hub to take the uncertainty out of messaging,” said Viktoriia Yefimenko, CEO, Communications Hub. “Our mission is simple: make integration fast, delivery reliable and management effortless.”
75% Faster Integration
The launch announcement comes with a headline figure: Communications Hub reduces the time needed to integrate new providers by 75% – from the industry standard of 35-45 days to just 10 days.
For fast-moving industries, this speed means more than convenience; it can mean seizing market opportunities before competitors do.
Meet the Team at SBC Lisbon
Visitors to SBC Lisbon 2025 will have the opportunity to see Communications Hub at the stand #D181 in action, meet the team behind it and explore how the platform can streamline their communication strategy.
“SBC is the perfect stage for our launch,” added Viktoriia. “It’s where forward-thinking businesses come to explore new technology and we’re ready to show them what’s possible.”
Who Should Visit
Communications Hub is built for any type of messages – from marketing agencies and trading platforms to online retailers and affiliate networks.
The platform’s combination of speed, stability and smart routing makes it particularly valuable for companies where every second and every message matters.
Event Details:
SBC Summit Lisbon 2025
16-18 of September
Visit the Communications Hub at booth #D181
For more information ahead of the event, visit the website.
The post Revolutionizing Messaging: Communications Hub at SBC Lisbon 2025 appeared first on European Gaming Industry News.
Conferences in Europe
Explore Career Opportunities with RedCore at SBC Summit in Lisbon

The international business group RedCore invites visitors to explore exciting career opportunities at the SBC Summit in Lisbon, taking place on 16–18 September. Throughout the event, the HR and recruitment team will be on-site to present current job openings and hold short interviews with potential candidates directly at the stand.
At Stand D185, RedCore will launch a dedicated HirePoint — a space where recruiters of the business group will conduct quick interviews and collect referrals. Scheduling a meeting will take just a few seconds via a special interactive screen. And to have conversations — in fully equipped meeting rooms.
Visitors are welcome to stop by even if they are not currently seeking a job.
“You never know which meeting could be a turning point in your career. Quite often, people come to us simply to connect and later return as candidates. At our HirePoint, you can showcase your skills, explore opportunities, and take the first step toward a career at RedCore — or simply exchange contacts to reconnect later if circumstances change. We also always appreciate referrals for talented professionals,” says Oksana Izmailova, Chief Human Resources Officer at RedCore.
RedCore is growing at a remarkable pace: in 2024 alone, the number of specialists working in its brands has increased by 58%, now exceeding 4,500 professionals. This rapid business expansion opens new opportunities and career prospects every day — both for current team members and for those eager to join.
RedCore is an international business group that PIN-UP Global has transformed into. The company operates offices in different countries and unites a diverse team representing more than 20 nationalities.
The post Explore Career Opportunities with RedCore at SBC Summit in Lisbon appeared first on European Gaming Industry News.
Conferences in Europe
SBC Summit on Track to Welcome 30,000 Attendees to Lisbon

SBC Summit returns to Lisbon next week with its biggest edition yet, delivering 20% year-on-year growth to reach 30,000 delegates. The event will also debut fresh features addressing urgent industry priorities, alongside a renewed emphasis on hospitality.
With attendees from over 130 countries, the summit will take on its most international scope to date, introducing stages on Global and Emerging Markets and regionally focused networking spaces to spotlight opportunities across Africa, Latin America, Asia, Europe, the Middle East, and North America.
Agenda highlights include keynotes with Gary Vaynerchuk, Randi Zuckerberg, and a lineup of sporting icons, plus the launch of Tech Academies with hands-on learning in AI, blockchain, gamification, and marketing.
The expo floor, conveniently split into themed zones to help delegates navigate the 700 exhibitors across 135,000 square metres, will also feature lounges, interactive showcases, plus nine Food Festival areas offering more than 40 options. Notable names exhibiting on the floor include 1xBet, Altenar, Amusnet, Clever Advertising, Digitain, EveryMatrix, GR8 Tech, iGP, Kaizen Gaming, Optimove, PayFuture, Smartsoft, Soft2Bet and Stake.
Adding to the excitement, the show floor will also feature celebrity appearances and walkthroughs from the likes of award-winning artist Jordan Dawson, Portuguese actress and influencer Margarida Corceiro, and international footballers Cafu, Marco Materazzi, Claude Makélélé, and Marek Hamšík, among others.
Rasmus Sojmark, CEO and Founder of SBC, commented: “We are looking forward to SBC Summit returning to Lisbon next week. Last year was a huge success and taught us a lot, especially when it comes to what really connects with delegates.
“This year, we focused on the topics that matter most, from adding new stages covering global and emerging markets to dedicated academies on AI and marketing. And of course, some super star appearances to add that iconic SBC flair.”
On the educational front, the six-stage conference programme, which now includes the new Global and Emerging Markets stages, will bring together over 550 industry experts, 44% of whom are C-level executives. Affiliation and player protection will be discussed extensively, while the revamped technology stage will now include a focus on martech and payments, complementing the offerings at the Payment Expert Summit.
Adding to the event’s star-studded line-up will be the return of the Super Stage at the MEO Arena. The stage will host a series of inspirational talks from some of the biggest names in sport, including Oleksandr Usyk, Rubens Barrichello, and legendary footballers from the Legends Charity Game such as Kaká, Edwin van der Sar, Roberto Carlos, Michael Owen and Petr Čech.
Super stage attendees will also have the chance to explore the latest industry thought processes and strategies during a ‘Super CEO Panel‘ featuring the likes of Daniel Taylor (CEO International, Flutter International), Neal Menashe (CEO, Super Group), Joanne Whittaker (CEO, Betfred), Jesper Svensson (CEO, Betsson Group) and Simon Lidzén (CEO & Co-founder, Fast Track).
In the evenings, the MEO Arena will be transformed into a stage of celebration, hosting two industry award ceremonies. On Wednesday, 17 September, the venue will welcome the inaugural Affiliate Leaders Awards, a ceremony dedicated to honouring the brands driving innovation in the affiliate sector. The following evening, the industry will gather for the 12th edition of the SBC Awards. Hosted by renowned goalkeeper Peter Schmeichel, the evening will recognise the achievements of global operators and suppliers across payments, marketing, platform provision, and data.
The Affiliate Leaders Awards will also anchor the expanded Affiliate Leaders Summit, which this year runs across all three days and features a 40% larger show floor, bringing together the industry’s leading affiliates and operator affiliate programmes under one roof.
Closing the week, delegates will gather on Thursday evening for the INFINITY Lisbon Closing party, hosted at the MEO Arena. The finale will feature headline performances from EDM icons ALOK and Timmy Trumpet, ensuring the Summit concludes on a high note.
Ahead of the main event, SBC will host the Legends Charity Game on Monday, 15th September, where Portugal Legends will take on World Legends in a match aiming to raise more than €1 million for local and international charities.
Other standout features of SBC Summit include:
- Airport Registration: Collect your event badge on arrival at Humberto Delgado Airport (14–17 September) for seamless entry on Tuesday.
- SBC Connect app: Your dedicated event app allowing you to network with attendees, book meetings, view the agenda, and bookmark key sessions.
- SBC Summit Opening Party: Celebrate the start of SBC Summit at Urban Beach with headline sets from world-class DJs Joel Corry and Imanbek (VIP pass holders only).
- Media Headquarters: Uniting the industry’s leading media publications, allowing brands the chance to boost visibility through interviews, press conferences and podcasts.
- Masterclasses: Participate in expert-led masterclasses on sportsbook trading, designing engaging slot machines and Ukrainian regulation.
- First Pitch Competition: Watch five startups pitch their products for a prize package worth over €90,000.
- Numerous daytime & evening networking events.
“SBC Summit 2025 wouldn’t be possible without the incredible support of the industry. To our sponsors, exhibitors, speakers, and attendees, thank you for helping us bring to life what has truly become the greatest show in gaming.” Sojmark added.
The post SBC Summit on Track to Welcome 30,000 Attendees to Lisbon appeared first on European Gaming Industry News.
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