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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.
Central Europe
IGT Modernizes Central Lottery System for LOTTO Thüringen in Germany via Seven-Year Contract Extension
International Game Technology PLC announced that its subsidiary, IGT Global Services Limited, has signed a seven-year contract with the Thuringian State Lottery (“LOTTO Thüringen”) in Germany to deploy its retail central system technology, Aurora™, and related software upgrades. The contract term will begin upon go-live of the new platform, planned for March 2026.
An integral part of OMNIA™, IGT’s player-centric, omnichannel solution for lotteries, Aurora helps drive lottery innovation and profitability. The platform will provide intuitive, user-friendly applications, tools and reporting capabilities which will handle all of LOTTO Thüringen’s transaction processing, game management and back-office operations.
“LOTTO Thüringen has relied on IGT’s versatile and strong-performing central system technology throughout the course of our decades-long relationship,” said Jochen Staschewski, LOTTO Thüringen Chief Executive Officer. “Upgrading our central retail system to IGT’s advanced platform and back-end software will enable us to streamline our business processes and continue operating with the highest levels of efficiency.”
“IGT’s retail central system incorporates a suite of flexible solutions designed to help manage, transform and further grow LOTTO Thüringen’s business,” said Jay Gendron, IGT Chief Operating Officer, Global Lottery. “With this long-term contract extension, LOTTO Thüringen is well-positioned to continue benefiting from IGT’s secure, responsible and modernized technology and software. Leveraging these best-in-class solutions will aid in the Lottery’s goals of supporting good causes throughout the state.”
The post IGT Modernizes Central Lottery System for LOTTO Thüringen in Germany via Seven-Year Contract Extension appeared first on European Gaming Industry News.
Incentive Games, a leading B2B games provider, today announced the launch of its new crash game, Velocity, with bet365 in Brazil.
This marks a significant milestone for Incentive Games as it represents their first Pay-to-Play Crash game developed in partnership with bet365. The bespoke game has been meticulously designed by Incentive Games’ expert developers to ensure maximum player engagement.
Seamlessly integrated with bet365’s platform, the game leverages the expertise of Incentive Labs – a powerhouse of data and AI specialists. The Incentive Labs team will continuously analyse player interactions to refine the game and deliver an ever-evolving experience, turning millions of user touchpoints into unique solutions that enhance player satisfaction.
John Gordon, CEO of Incentive Games, said, “While the market is saturated with crash games, Velocity stands out from the crowd. It is the first in a series of exciting crash game offerings and we’re so proud to be launching this groundbreaking game with bet365. With their global reach, there’s no better partner to introduce ‘Velocity’ to the Brazilian market.”
A bet365 spokesperson said of the launch, “We’re delighted to yet again partner with Incentive Games in what promises to be an amazing gaming experience for our players.”
The post INCENTIVE GAMES LAUNCHES CRASH GAME WITH BET365 IN BRAZIL appeared first on Gaming and Gambling Industry in the Americas.
The new title from leading Spanish e-Gaming provider MGA Games is an innovative game with a truly original theme: a journey through carnival festivities filled with legendary creatures. Its design combines the excitement of street parties with the richness of mythological creatures from around the world, providing a totally unique experience.
This new casino slot features 25 paylines, with winning combinations paid from left to right. By landing 3 or more Scatter symbols, players gain access to the Free Spins screen, which includes an innovative prize system. Players can enjoy an accumulator feature and a final Super Respin spin that awards the accumulated winnings. It also includes Money and Collect symbols, which when combined offer an additional bonus prize.
Global Audience
By showcasing mythologies from all over the world, the game is set to appeal to a global audience, enhancing its market potential and attracting players from various countries. Its visual and auditory elements, featuring vibrant graphics and immersive music, will captivate players and deliver a fully immersive experience in a fantastic world.
In this new release, every spin of the reels will surprise players with its themed symbols. As if that weren’t enough, the game features an optional Buy Free Spins button, speeding up the path to big rewards. Mythical Legends Carnival will be available in all of Spain’s best online casinos starting February 3rd and across .com markets from January 27th.
The post Prepare to be Amazed in Mythical Legends Carnival, a Mythic Video Slot! appeared first on European Gaming Industry News.
IGT Modernizes Central Lottery System for LOTTO Thüringen in Germany via Seven-Year Contract Extension
INCENTIVE GAMES LAUNCHES CRASH GAME WITH BET365 IN BRAZIL
Prepare to be Amazed in Mythical Legends Carnival, a Mythic Video Slot!
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