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Gamesys builds on “transformative” year with 360º customer experience focus
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Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.
With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?
Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.
Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.
Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?
To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.
Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?
Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.
Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.
As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.
How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?
We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.
We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.
Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?
For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.
As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?
We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.
We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.
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: Gamesys builds on “transformative” year with 360º customer experience focus
FBMDS proudly announces the release of Zaltik Empire, the latest addition to its Titan Series of online slot games. Drawing inspiration from the ancient Aztec civilization, this 6×5 tumble slot invites players to uncover mystical secrets hidden within lush jungles, stepped pyramids, and sacred temples.
Guided by Itzalco, the guardian of ancestral wisdom, players journey through sacred symbols — including Gold, Moon, Shield, and Temple — in search of long-lost riches. Zaltik Empire captivates with immersive animations, atmospheric sound design, and versatile mechanics optimized for Desktop, Tablet, and Mobile.
Key Features:
- Tumble slot mechanics with unlimited cascading wins
- All-symbols-pay-anywhere for flexible win patterns
- Free Spins feature with progressive multipliers
- Scatter symbol pays anywhere and retriggers spins
- Buy Bonus or Double Chance 25x for enhanced engagement
- Max win of 5000x the base bet
- RTP: 96.50%
As part of the expanding Titan Series, Zaltik Empire reinforces FBMDS’ commitment to delivering culturally rich, high-performing content. It follows the successful launches of Secrets of Scarabs and other Momentum Series titles like Piñata Rush, Magical Garden, and Arctic Jumper, offering operators modular game solutions for today’s dynamic player base.
This release marks another milestone in FBMDS’ strong pace of innovation and product delivery in 2025. With a sharp focus on localized content, intuitive mechanics, and trend-responsive game design, FBMDS continues to roll out high-quality titles across multiple categories.
The brand’s agile roadmap and cross-functional development strategy have enabled it to launch new games at unprecedented speed, strengthening its position as a top-tier provider in competitive iGaming markets.
The post FBMDS launches Zaltik Empire – An Aztec-Inspired Adventure in the Titan Series appeared first on European Gaming Industry News.
ReferOn, the next-gen affiliate management system, has been shortlisted in two key categories at the SBC Affiliate Leaders Awards: “Affiliate Management Platform of the Year” and “Affiliate Technology of the Year.”
These nominations reflect ReferOn’s strides in reshaping how operators run their affiliate operations and making affiliate marketing a key strategy for global brands. In 2025, the platform has expanded its capabilities, delivering new features that make management more transparent, scalable, and efficient, while maintaining its user-focused approach.
To date, ReferOn has become synonymous with making affiliate marketing simple. It has undertaken the goal of challenging legacy platforms to help empower affiliate managers with powerful yet easy-to-understand solutions, such as dynamic reporting, intuitive reward logic, multi-brand consolidation, and streamlined workflows. In turn, ReferOn has positioned itself as a trusted platform for businesses aiming to scale and maximise ROI with smarter technology.
Alex Bukin, ReferOn’s General Manager, commented on the nominations, “Recognition at this level isn’t a result of a single achievement, but from years of refining our product, listening to our users, and constant effort to improve. Our team has combined technical excellence and a deep understanding of the market to provide tools that actually work and help real affiliate managers. To be nominated for these awards reflects ReferOn’s dedication to serving our customers and delivering the best possible solutions.”
The SBC Affiliate Leaders Awards ceremony will take place on 17 September at the MEO Arena in Lisbon for a night of celebrating innovation and excellence. The ReferOn team looks forward to attending and networking with peers who push the boundaries of their respective industries.
Voting for the SBC Affiliate Leaders Awards 2025 is now open. Support ReferOn by submitting your votes here: sbcevents.com/affiliate-leaders-awards/
The post ReferOn in the Spotlight with Two Nominations at the SBC Affiliate Leaders Awards appeared first on European Gaming Industry News.
BetBrain, the very first odds comparison platform, launched in 2000, announces its expansion into the British market with BetBrain UK. The platform serves as a premier odds comparison solution focusing on informational value and responsible betting.
The launch of BetBrain UK marks a pivotal step in BetBrain’s evolution. Owned and operated by GSH Online Media, the brand continues to strive for accuracy, insight, and enhanced player protection. Its recent expansion with BetBrain NZ reflects the same mission.
Following continuous redevelopment and upgrades to the initial model, BetBrain UK represents the culmination of the brand’s identity, adding various services and guidance methods.
With this British-focused platform, the company continues its quest to steer bettors towards worthwhile and responsible opportunities in the UK market.
A Bespoke Model for UK Audiences
BetBrain UK follows sound principles and creates a user-friendly environment for users looking to compare odds across British bookmakers. It does so by providing accurate, valuable, and responsible gambling-focused guidance.
All of its listed bookmakers and casino brands are from operators with active licences from the UKGC, providing access to legitimate and qualitative betting opportunities. The main solutions provided by BetBrain UK include:
- An efficient odds comparison tool aggregating the offerings from over 100 UKGC-licensed bookmakers.
- Football predictions, match results, and free betting tips.
- A database of online casino bonuses from UKGC-approved brands.
- An AI-powered service for generating accumulators.
- Written informational support, catered to the UK iGaming context and sensibilities.
- Ongoing commitment to educating and protecting users.
Viorel Stan, GSH Online Media CEO, Addresses the Launch: “The UK digital gambling sector demands legitimacy, precision, and truthfulness. With the launch of BetBrain UK, we’ve committed to upholding these principles and providing our British audience with the utmost quality. Our development process, our work ethic, and focus on user-centric values have steered us towards a continuous improvement of our model, allowing us to provide a solution worthy of the savvy and knowledgeable British users. I am thankful for our team’s effort in this endeavour.”
The post BetBrain Expands into the UK Market with Launch of British-Focused Platform appeared first on European Gaming Industry News.
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