Connect with us

Industry News

When Times are Tough – Calling is Caring



Reading Time: 3 minutes


Mikael Hansson, CEO of Enteractive, says that online gambling operators can still retain players even during the global sports blackout so long as they pick up the phone and give them a call

The global online gambling industry is facing a global challenge due to the ongoing crisis with cancelled sports events and many other difficulties. This is also the time for operators to show that they really care about their customers, and with the right approach they can come out on the other side with strengthened customer relationships.

This is absolutely the case for online sportsbook operators who are struggling to fill the void left by the world-wide cancellation of matches, tournaments and events.

While online casino and poker operators are seeing a rise in the number of players visiting their brands, there are concerns being raised over responsible gambling during this time.

This has seen regulators in countries such as Spain take fairly drastic measures such as banning all gambling advertising for the duration of the country’s lockdown.

But operators – even online sports betting sites – can and should be taking additional steps to reach out to players to reassure them and to remind them about the safe gaming tools offered.

Firstly, this is absolutely the right thing to do when it comes to being a responsible operator, and secondly it is a good opportunity to show players they are valued.

Retention is going to be critical if online gambling operators are to weather the storm. Opening a direct line of communication with customers is absolutely the best way to do this.

This is certainly the case for sportsbook brands who have to think of other ways to provide entertainment and value to customers while players and teams sit idle.

Pick up the telephone and speak to customers:

The best way of communicating with players is to pick up the telephone and speak with them directly. This allows for a human connection to be made.

Over the past week, we have seen that a quick phone call just to check in is highly valued by the customer, even with no sports events being held and limited betting markets offered.

You could simply ask how the player is doing, enquire about their situation – are they working from home, what are they doing to keep busy, etc.

Remember, this is a time where a lot of people are being forced to stay indoors and not spend time meeting with family and friends.

A quick call from their favourite sportsbook brand provides the feeling of community and socialisation they are seeking and strengthens their positive feelings towards the brand.

Of course, a good conversation would also open up to talk about additional game verticals such as virtuals, poker or casino and they can remind the player about these options.

But that’s not really what this is all about – It’s about relationships.

The main reason for calling customers is to strengthen the relationship between player and brand, not to upsell them additional products and services. That has always been the reason and it does not change because of changed circumstances.

Anecdotally, online poker has enjoyed a resurgence since sports events have been cancelled and lockdowns put in place – there is a great deal of cross-over between sports and poker.

So, if the sportsbook operator also has a poker product and the person talking to a customer thinks the player would enjoy poker, it is of course ok to make them aware of it.

Naturally, if the online gambling brand is able to build a stronger relationship with the player, they are highly likely to remain loyal to the brand and an increase in revenues occurs as a result, so caring for players does indeed have an undisputable ROI.

Re-think how you communicate with players:

Given increasing restrictions regarding how online gambling operators can market to players during the crisis, there is an opportunity for operators to rethink their communication strategies.

Because they are not able to target players with bonuses and incentives during this time, they are going to have to engage with them in different ways – as mentioned above.

But many will find that this actually improves the relationship they have with their players. This in turn will drive loyalty and ultimately retention even during these uncertain times.

It really just comes down to showing players that you value them and that you truly care.

Continue Reading

Benjamin Keller

INTELITY to Exhibit at Global Gaming Expo 2023 in Las Vegas





INTELITY, provider of hospitality’s leading guest experience and staff management platform, announced that it will exhibit at the 2023 Global Gaming Expo from October 9–12 at The Venetian Expo in Las Vegas, Nevada.

During G2E 2023, INTELITY will highlight the latest updates to its cloud-based Platform R5, as well as its newly updated API capabilities, both used by dozens of casinos around the world.

Supported by the Association of Gaming Equipment Manufacturers, G2E 2023 will highlight the continued evolution of every aspect of the industry — from traditional and online gaming to digital payments and new technologies like AI. G2E is the premier gathering of commercial and tribal gaming professionals globally. The four-day event will feature exhibits, education sessions, and networking events.

“We are committed to elevating G2E in tandem with the industry’s growth. Reflecting our commitment, this year’s show will feature the updated G2E brand, new expo hall activations, and our most in-depth education program yet. For both exhibitors and attendees, G2E 2023 will once again offer an opportunity to do business with key players, discover winning solutions, gain exposure, and connect with a diverse audience,” said Korbi Carrison, G2E’s Event Vice President at RX.

During G2E 2023, INTELITY will showcase the latest updates to its award-winning guest experience platform that streamlines the pre-arrival and check-in process for casino resort guests so they can head straight to gaming upon arrival. Recent updates include expansions to the platform’s mobile check-in process with shared and multi-room digital keys and full ID verification. The platform continues to offer casino resorts the widest range of digital guest experience features including customizable guest-facing branded mobile apps, and marketing and promotion support to draw guests to food and beverage options or to straight into promoted gaming events and activities. The platform also helps casino resorts drive non-room revenue and, with INTELITY’s smart-room tablets, allow guests to digitally order in-room dining, adjust in-room temperature and lighting controls, review casino resort compendiums, and even continue gaming from the comfort of their hotel room.

Additionally, INTELITY will showcase uses and examples of its latest platform APIs supplying casino properties with existing apps with access to the INTELITY platform’s suite of guest experience capabilities brought into their custom-created environments, including casino resort apps, embedded or interactive tablets or displays, and captive portals.

On the operations and staff side of the house, the INTELITY platform includes INTELITY’s GEMS (Guest Experience Management System), a robust back-of-house ticketing and operations solution. Featuring more than 100 certified integrations with industry-leading systems, including PMS, POS, ticketing, in-room controls, spa management, and more, INTELITY provides an extensive suite of solutions for independent and enterprise-level operators.

“G2E serves as an annual showcase for innovation in gaming, and this year’s event promises to be especially impactful as the industry transforms at a record pace. We can’t wait to welcome back the global gaming community to Las Vegas this October to chart the future of gaming,” said AGA Senior Vice President Maureen Beddis.

“For the gaming and casino resort industry, G2E is the must-attend show. As such, we are excited to connect with the industry and showcase the latest updates to the INTELITY platform that not only improve the guest’s in-room experience, but their gaming experience, as well,” said Benjamin Keller, INTELITY SVP of Sales & General Manager of Customer Relations.

Continue Reading

CT Gaming

CT Gaming to Present a Blend of its Legacy Products and New Developments at G2E 2023





CT Gaming has officially announced its attendance at G2E 2023, taking place in Las Vegas from 10-12 October. The Expo is recognized across the industry as a crucible of innovation and business opportunities, where CT Gaming will be presenting a blend of its legacy products and new developments at stand 2050.

Central to the exhibition will be the NEXT Slot Cabinet, famous for its combination of advanced technology and contemporary design. It features two 27″ HD monitors, enlarged CMS panel, and compelling game package options that ensure a high-quality experience.

Among the legacy products that have paved the way for CT Gaming’s reputation will be the EZ MODULO 32/32. Featuring two 32″ HD monitors, this cabinet delivers a blend of both style and performance, as well as exciting multigames, such as Diamond King 2 which is set to deliver premium player experience.

The expo will also mark the introduction of the Mermaid’s Quest, a new addition to CT Gaming’s multigame portfolio. Featuring 12 captivating titles, all linked to a progressive jackpot, the package has a magical underwater theme. With two different types of bonus screens, set with white or black pearls, the multigame offers a masterful blend of excitement and entertainment built on carefully designed mathematical models that promise both small and large wins.

The Diamond King series will also be in the limelight, especially with the release of Diamond King 3. This edition brings to life the Mega Jack Trio, featuring timeless classics such as Slot-O-Pol Deluxe, Champagne 20, and Aztec Gold. Its predecessor Diamond King 2 and Diamond Tree 20, containing 20 of the most popular titles, all linked to the progressive Diamond Tree Jackpot, will also be on display. Diamond King 2, Diamond King 3, and Diamond Tree 20 are all interconnected as they are linked to the 3-level Diamond Tree Progressive Jackpot, which can be won on any bet.

The company’s holistic approach to gaming solutions will be further demonstrated by the presence of the Casino management system, which is an all-in-one system that delivers everything a gaming hall needs in one place, making it essential for maximizing the performance of any venue.

“G2E is a key business event for us. It’s not just about showcasing our products, but about communicating our vision, the progress we’ve made so far as well as our passion for development. We look forward to meeting with our colleagues in the industry and proving that CT Gaming is a global player at the forefront of innovation,” Georgi Koprinarov, General Manager for Latin America, said.

Continue Reading

Eric Benchimol

Win Systems to Attend G2E Las Vegas 2023





Win Systems, the leading provider of technology for the gaming and entertainment industry, is going to attend G2E Las Vegas, to be held October 10–12 at the Venetian Expo. The company will be at the same booth as last year, #4447, where visitors will be able to see and learn first-hand about all the latest innovations designed to optimize casino operations and player experience.

Win Systems has been able to amaze in all the G2E editions in which it has participated, but in 2023 it has decided to redouble its bet with 3 powerful launches in Gaming. One of these launches is the new Gold Club Symphony electronic roulette, which for sure will catch the attention of both players and operators. The new electronic will become a reference in the market thanks to its spectacular design and truly innovative lighting system. In addition, the company will boost its slots offer with two innovative products: the new slot Sublime and the relaunch of its Rhapsody cabinet. It will also showcase its extensive games library with amazing novelties that will be presented at the trade-show.

As expected, its powerful casino management system WIGOS, and its latest releases will also have a prominent place at the show. WIGOS, which is already present in over 400 casinos connecting +100,000 machines, is experiencing exponential growth throughout the Americas and globally. Visitors will have the opportunity to learn first-hand about one of its most recent developments: WINUP Wallet. This powerful app for players allows them to easily manage their gaming balance and enables casinos to offer many of their services on their mobile phones. WINUP Wallet is one of the most important and successful developments of WIGOS in recent times.

Eric Benchimol, CEO of Win Systems, said: “This edition of G2E will be special for us. Our booth will reflect the result of the strategy we have been developing for several years, in response to specific market demands. As a result of the exponential growth, we have been experiencing, we have dedicated our efforts to developing exciting new products and services and strengthening our team with new additions. We look forward to sharing these fantastic products, which we will explain further in the coming weeks.”

Continue Reading