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Zendesk updates mobile gaming potential with next-gen messaging platform
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Zendesk, the leading customer service and engagement platform across hundreds of industries including iGaming, mobile, land-based and hospitality, has expanded its omnichannel presence with WhatsApp support integrations following the company’s latest acquisition, as well as an integration with Slack.
Launching the next generation of conversational messaging experiences, Zendesk has acquired Smooch, the Montreal-based messaging platform connecting companies with customers to power more personalized and human conversations.
According to the company’s founder, CEO and chairman, Mikkel Svane: “We live in a messaging-centric world, and customers expect the convenience and interactivity of messaging to be part of their experiences. As long-time partners with Smooch, we know first hand how much they have advanced the conversational experience to bring together all forms of messaging and create a continuous conversation between customers and businesses.”
The acquisition marks Zendesk’s next step in delivering the best omnichannel experiences by connecting conversations between businesses and customers on any messaging channel–from websites and mobile apps to the world’s leading messaging apps like WhatsApp and Facebook Messenger. More than 75 percent of all smartphone users now use messaging apps such as WhatsApp. Smooch is one of the largest providers of WhatsApp Business integration, and through Zendesk’s early access program, companies can now reach WhatsApp’s 1.5 billion users to manage service interactions and engage with customers directly through Zendesk Chat. This marks the continued expansion of Zendesk’s integration with the WhatsApp Business API into The Zendesk Suite.
“With their launch of Sunshine last year, Zendesk took the bold and disruptive step required to compete for and win the future of CRM,” said Warren Levitan, co-founder and CEO of Smooch “The decision to combine forces with Zendesk and help further their CRM strategy will allow us to supercharge our existing mission for building the best customer experiences. We are thrilled to be joining the entire Zendesk team, so many of whom we have had the pleasure to work with over the past three-and-a-half years.”
Zendesk provides omnichannel service and CRM expertise to more than 145,000 paid customer accounts offering support in over 30 languages and is committed to the gaming landscape with an emphasis on creating a consistent conversational experience for omnichannel providers.
Businesses struggle to manage the rapidly increasing number of customer inquiries across a variety of disparate channels. Smooch is the only messaging solution pulling in all customer conversations across web, mobile, and social messaging into a cohesive interface no matter what the channel is. This acquisition furthers Zendesk’s commitment to an open, flexible CRM that businesses can harness to build and offer differentiated customer experiences.
Together, Zendesk and Smooch will drive the next wave of connected conversations on a variety of messaging channels, including WhatsApp, Facebook Messenger, LINE, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS text, RCS and through native web apps, as well as over iOS and Android mobile apps.
Zendesk is headquartered in San Francisco, and operates worldwide with 17 offices in North America, Europe, Asia, Australia, and South America providing crucial footholds into established and emerging markets across the global gaming industry. In fact, just last year, Zendesk also announced an integration with Discord that makes it easier for game developers and publishers to solve customer service issues directly in Discord without interrupting game time.
Following the Smooch acquisition and product enhancements, Zendesk is also launching a Conversation Solutions Team, which will support businesses seeking to leverage Smooch’s best-in-class conversation platform to craft personalized messaging experiences.
“This team can deliver customized messaging applications such as a global hotel brand that provides customers with a premium, omnichannel guest experience through the ability to message hotel staff on property in real-time for any needs across a range of messaging platforms,” added Prelini Udayan-Chiechi, VP Marketing, EMEA at Zendesk. “To make great customer experience accessible to everyone, Zendesk is also continuing to develop The Zendesk Suite which was launched in 2018 and has quickly become our most successful product launch. Since its launch it has driven a 400 percent increase in our customers adopting omnichannel solutions chiefly through its robust and growing Zendesk App Marketplace, which is expanding with the addition of new Suite Ready partners including Atlassian Statuspage, Lessonly, Maestro, Stella, Tymeshift, Geckoboard, and Ada. These integrations help businesses improve their customer experience (CX) operations in a variety of ways, including training and managing their workforce, tracking KPIs and goals, and monitoring their tickets for quality assurance. We are excited about how all of these innovations will pave the way for new possibilities across the gaming industry with regards to customer experience, omnichannel growth and of course, revenue.”
To find out more about Zendesk and Smooch’s messaging solutions, available directly to new customers, the Conversation Solutions Team or to sign up for the WhatsApp EAP with Zendesk Chat, visit zendesk.com/message.
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Zendesk updates mobile gaming potential with next-gen messaging platform
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TCSJOHNHUXLEY Captivates at ICE Barcelona 2025 with a Showcase of Innovative Solutions
TCSJOHNHUXLEY, a global leader in live gaming products and solutions, was delighted with the successful outcome of its participation at the recent ICE Gaming Expo, held from January 20-22 at the Fira Gran Via in Barcelona. The company showcased a range of innovative products and technologies, captivating the attention of industry professionals and reaffirming its position as a leading force in the live gaming sector.
A key highlight of the event was the launch of the Supernova Progressive Jackpot System on the new Qorex 2 Electronic Gaming Terminals. This groundbreaking feature marks a significant advancement in the gaming industry, offering players the chance to win life-changing jackpots across both live and electronic tables. Qorex 2 itself, featuring enhanced multi-game functionality, customisable side bets, and a strong focus on player experience, proved a major draw, showcasing TCSJOHNHUXLEY’s commitment to delivering cutting-edge electronic gaming solutions.
Further enhancing the digital gaming experience, Roulette Xtra was introduced to the Qorex 2 platform, bringing the thrill of this popular live table game to the digital realm for the first time.
Demonstrating its commitment to innovation across its entire product portfolio, TCSJOHNHUXLEY unveiled Velocity, its latest automated Roulette wheel. Inspired by the success of its predecessor, Velocity sets a new industry standard for speed, enabling casinos to offer more games per hour, maximising table turnover and revenue. Powered by powerful brushless motors, it ensures continuous, reliable operation without the need for noisy air compressors. First showcased at G2E Las Vegas 2024, the Velocity Auto Wheel incorporates the user-friendly Wheelmate console, empowering casinos with effortless maintenance and peak performance.
TCSJOHNHUXLEY also showcased the next generation in chip handling technology with the introduction of Chipper Champ 3. Featuring an updated aesthetic and a space-saving design, the Chipper Champ 3 boasts a groundbreaking innovation with the ability to sort clay chips, a feature unmatched by any other chipper on the market. This revolutionary capability will significantly enhance efficiency and streamline casino operations. Intelligent chip recognition, intuitive software, and real-time performance data translate to faster processing, reduced errors, and enhanced productivity. The Chipper Champ 3 generated significant interest from attendees, demonstrating the strong demand for innovative solutions that enhance operational efficiency and player experience.
The new Blackjack Display captivated players with its real-time data and insights. Seamlessly integrated with TCSJOHNHUXLEY’s acclaimed Ora Luxe Winning Number Display, this innovative solution utilises advanced camera technology for automatic card recognition, eliminating the need for manual entry. By showcasing key game information, including dealer hand history, live dealer odds, and historical stats, this new dynamic Blackjack Display empowers both novice and experienced players to make more informed decisions and enhance their gameplay.
Furthermore, TCSJOHNHUXLEY showcased its unparalleled craftsmanship with a stunning display of custom Roulette Wheel Turrets, demonstrating the company’s ability to create truly unique and captivating gaming experiences.
“We are incredibly pleased with the response we received at ICE Barcelona,” says Tristan Sjöberg, TCSJOHNHUXLEY Executive Chairman. “The show provided a valuable platform to showcase our latest innovations and engage with industry leaders and the feedback we received on our new innovations was particularly encouraging. TCSJOHNHUXLEY looks forward to continuing to push the boundaries of gaming technology and delivering innovative solutions that enhance the player experience and drive success for our valued partners.”
The post TCSJOHNHUXLEY Captivates at ICE Barcelona 2025 with a Showcase of Innovative Solutions appeared first on European Gaming Industry News.
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ONE MONTH LEFT TO SUBMIT NOMINATIONS FOR SELECT CATEGORIES AT THE CASINO GURU AWARDS 2025
Time is running out! Casino Guru is reminding industry professionals and stakeholders that there is just one month left to submit nominations for select categories in the prestigious 3rd annual Casino Guru Awards 2025. As the deadline of February 28, 2025, approaches, we encourage all eligible participants to seize this final opportunity to be recognized for their contributions to the iGaming industry.
This year’s awards bring added prestige with the introduction of an exclusive live ceremony at the Hilton Hotel in St. Julian’s, Malta. As always, Casino Guru remains committed to honoring transparency, social responsibility, inovation and ethical leadership within the industry.
Categories with open nomination
Nominations remain open for a range of categories, including our two newest additions that emphasize public engagement and individual industry impact:
- Players’ Choice – This category gives players the power to vote for their favorite game provider from a handpicked shortlist, ensuring a winner truly selected by the public.
- iGaming Changemaker of the Year – Recognizing individuals who have demonstrated exceptional influence and leadership, driving positive change through innovative projects and initiatives.
The complete list of award categories includes:
- The Fairest Bonus Policy
- The Fairest General Terms & Conditions
- The Most Impactful Social Responsibility Initiative
- The Best Implementation of Responsible Gambling Tools
- The Most Transparent Casino
- The Most Effective Handling of Complaints
- The Most Ethical Approach to Marketing
- Players’ Choice
- iGaming Changemaker of the Year
- Voice of the People
A night of celebration in Malta
Following the nomination period, voting for the “Players’ Choice” and “Voice of the People” categories will open as shortlisted nominees move forward. The final awards ceremony on June 6, 2025, will be a night to remember, bringing together top industry professionals, esteemed judges, and media representatives at an invite-only gala at the Hilton Hotel, St. Julian’s, Malta. The evening will feature a three-course dinner, complimentary drinks, and a grand celebration at Level 22, a stylish wine lounge and club with stunning city views.
Submit your nomination today
With the deadline fast approaching, Casino Guru encourages all industry players to put forward their nominations before February 28, 2025. Don’t miss this opportunity to be recognized among the best in iGaming!
The post ONE MONTH LEFT TO SUBMIT NOMINATIONS FOR SELECT CATEGORIES AT THE CASINO GURU AWARDS 2025 appeared first on European Gaming Industry News.
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At Least $5M To Be Won In GGMasters 5th Anniversary Edition
GGPoker, the World’s Biggest Poker Room, today announces details of its upcoming GGMasters 5th Anniversary Edition, a $150 buy-in tournament running February 23 and boasting a guaranteed prize pool of $5M. The 5th Anniversary Edition is the highlight of an entire series celebrating the success of GGPoker’s signature freezeout events, with the festival running from February 9 through February 24.
In the five years since their introduction in 2020, the GGMasters freezeouts have become firm favorites of the GGPoker community; daily and weekly events with buy-ins starting from $25 and each featuring a juicy prize guarantee. Headlined by the weekly $150 GGMasters tournament, players appreciate the simplicity involved – each participant has one shot at winning the event and knows that once all their chips are gone, there are no rebuys available.
Players can satellite into GGMasters 5th Anniversary Series events or snag tickets via the $200K GGMasters Ticket Drop, which takes place throughout the series. Tickets will be randomly awarded to players participating in GGMasters 5th Anniversary Series events, with a total of $200K in tickets valued at $15, $25 and $150 awarded.
“The GGMasters 5th Anniversary Edition is all about taking that one shot at a mouth-watering prize pool,” said Sarne Lightman, Managing Director of GGPoker. “This unique single entry-only event is one of the highlights of our annual tournament schedule – buy in directly or win your way in and play for a share of at least $5M!”
Players can join the action by downloading the GGPoker app, creating their account and registering for their favorite tournaments or playing their favorite cash games. New players can also claim GGPoker’s Welcome Bonus and join the rewards-rich Fish Buffet loyalty program.
The post At Least $5M To Be Won In GGMasters 5th Anniversary Edition appeared first on European Gaming Industry News.
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