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SOFTSWISS First Line Support Team Shares Statistics of Q2 vs Q1

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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.

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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. 

 

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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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PopOK Gaming Won Two Prestigious Nominations at BFTH Arena Awards Ceremony

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PopOK Gaming has achieved remarkable success at the recent BFTH Arena Awards Ceremony, securing two prestigious awards that highlight the company’s commitment to innovation and excellence in the gaming industry.

The company was honored in the following categories:
1. Best FTN Casino Game for its Fast Fruits slot game which is known for its Classic design, bright colors, and seamless gameplay.
2. Best Game Achievement for Fast Master exciting crypto themed game with Avalanche reels, featuring multipliers in Free Spins

Both games have the innovative “FTN Mania” feature which awards Fasttokens for every spin.

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“We are delighted to receive the BFTH Arena Awards” said Tsovinar Elchyan, Head of Partnerships at PopOK Gaming. “It was certainly an evening to remember. These achievements are a testament to our team’s hard work, and dedication to delivering outstanding games.”

The post PopOK Gaming Won Two Prestigious Nominations at BFTH Arena Awards Ceremony appeared first on European Gaming Industry News.

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Mandelli celebrates 10 years with ITL

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Stefano Mandelli, Business Development Manager for Innovative Technology Ltd (ITL), is celebrating a decade with the leading provider of cash handling equipment and age & identity validation technology this month. Stefano is responsible for ITL’s presence in Italy and several countries within South East Europe.

Commenting on his long-standing achievement, Stefano said, “When I first joined Innovative back in 2014, my role focussed solely on growing our presence in Italy with an emphasis on the gaming and vending industries, alongside developing new markets. After a short period I expanded my territories, and as well as looking after customer in Italy, I am now responsible for a large part of South East Europe including Slovenia, Greece and Turkey. I am particularly proud of the strong partnerships I have established in all my regions, both with the main OEMs and with our approved Trading Partners and Service Centres. These collaborations have assisted with the growth of my markets, and even during difficult periods of supply, we have optimised lead times to ensure prompt product delivery.”

Enrique Jütten, VP of Sales & Business Development for ITL’s Gaming, Amusement and Vending sectors said, “ Stefano is an asset to our company and highly valued by the team, and his customers. Stefano’s main responsibilities are customer sales, forecasting and researching potential new business segments. He is an excellent account manager who understands his customers and their business models to ensure they choose the right ITL products to meet their needs.”

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Continuing Stefano said, “ The growth of ITL and the development of new products has given me the tools to create opportunities in new sectors such as retail, banking, parking and transportation over the past few years. The best thing about my job is meeting people from different countries and getting to know their culture and advising them on how our products can elevate their business. My focus for the future is to continue to expand my area with the target to introduce and extend our new technologies and solutions in emerging sectors.”

Concluding Enrique said, “This is an impressive achievement and I would like to thank Stefano for his commitment to ITL. I look forward to seeing Stefano continue to grow our presence in his regions, and reach new markets over the coming years.”.

The post Mandelli celebrates 10 years with ITL appeared first on European Gaming Industry News.

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BGaming evokes cartel chaos in Grand Patron

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Popular iGaming content provider BGaming is taking fearless players to the depths of the Grand Patron criminal empire. This feature-packed release includes two additional reels, a trio of modifiers, multipliers, three types of Free Spins modes, and a Wild symbol.

The cinematic video slot sees players step into the shoes of a cartel boss as two extra horizontal reels dictate their fate. They both reveal one random symbol during each spin in the main game, with the power to unlock one by one during the Free Spins mode.

Unpredictable gameplay is the main appeal of Grand Patron, with Spawner, Prison and Bombastic modifiers shaping its direction. Spawner sees a Wild or any regular symbol appear on both additional reels, leading to three of these symbols being added to the main game field. Prison features a question mark symbol landing on one of the additional reels, while the other sees a paytable symbol drop. The paytable character on the main reels will then be locked for a respin. If the Prison symbol lands on both extra reels, all symbols are locked and the screen is filled with one random paytable symbol, resulting in a win across all 20 paylines.

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The Bombastic modifier occurs when a bomb symbol appears on one additional reel and any regular symbol on the other. The corresponding regular symbol on the main reels then explodes at the end of the spin. Random symbols fill the spaces, with the potential for future wins. Two bombs on additional reels clear the reels and trigger respins.

Free Spins mode is granted when two Scatters appear on the extra reels during the main game, with an initial 12 spins triggered. If a Prison symbol lands at the start of the round, three extra free spins are awarded. Additionally, players can purchase one of three Free Spins modes for between x100, x250 or x1,000 of their bet amount.

The Wild has the power to substitute all paying symbols in Grand Patron, while the Multiplier can greatly increase wins.

Aliaksej Baliukonis, Game Designers Team Lead at BGaming, said: “Just like a life of crime depicted in cartel movies, Grand Patron has twists and turns at every spin. Players who like unpredictable, high-volatility games will enjoy this release, which is one of our most feature-rich titles to date.”

The post BGaming evokes cartel chaos in Grand Patron appeared first on European Gaming Industry News.

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