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Zendesk updates mobile gaming potential with next-gen messaging platform

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Zendesk updates mobile gaming potential with next-gen messaging platformReading Time: 3 minutes

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

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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GAMSTOP reports surge in self-exclusion amongst under-25s

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  • 31% increase in 16-24-olds registering with national online self-exclusion scheme
  • GAMSTOP heat map reveals UK postcodes with highest percentages of registration

GAMSTOP, the national self-exclusion scheme for online gambling, has reported a 31% year-on-year increase in under-25s registering with the service in the second half of 2024.

Consumers aged 16-24 now account for nearly one in four (24%) of new GAMSTOP registrants, a significant trend in a record year for the self-exclusion service, which featured major global sporting events including the Euros and the Olympics.

With a 14% year-on-year increase, the second half of 2024 saw record volumes, as well as bucking the usual trend of higher registrations in the first half of the year.

In total, 532,484 people have registered with GAMSTOP between its launch in April 2018 and December 31st, 2024, which equates to over 1% of the adult UK population.

GAMSTOP has for the first time analysed detailed data to provide a regional breakdown of registration, which will help local authorities to target their services. The postcode area with the highest proportion of GAMSTOP registrants is Hull (HU), equating to 1.5% of the local population, followed by Teesside (TS) and Sunderland (SR) on 1.4%, with Doncaster and Blackpool also in the top five for self-exclusions.

In the second half of 2024, nearly half of GAMSTOP registrants (48%) signed up for a five-year exclusion – the longest timeframe available. Consumers can also choose to self-exclude for shorter periods of six months or one year.

Last month, GAMSTOP introduced a new ‘5 years with auto-renewal’ exclusion, for vulnerable consumers looking to extend their exclusion from gambling websites and apps. The new 5 -year auto-renewal option was developed in direct response to feedback from users.

Fiona Palmer, CEO of GAMSTOP, said: “The increase in the number of under-25s registering for GAMSTOP has become an accelerating trend, with a 31% year-on-year increase in the second half of 2024, following a 12% increase in the first half of the year. There is a clear need for targeted education and support aimed at this group which is why we continue to put so much emphasis on collaborating with Ygam and Gamcare reaching out to students. We go to where they are to ensure they are aware of tools, such as self-exclusion, which can help to prevent gambling harm.

GAMSTOP allows vulnerable consumers to take a break from gambling and we want to raise awareness of the service amongst those who need it most. Our detailed regional data has highlighted the postcodes where self-exclusion has been most widely adopted, and we hope this will help local authorities and other bodies to target appropriate support in the areas where the need is greatest”.

The post GAMSTOP reports surge in self-exclusion amongst under-25s appeared first on European Gaming Industry News.

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Soft2Bet Wins Three Major Awards at Prestigious Global Gaming Awards EMEA 2025

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Soft2Bet, the leading provider of turnkey solutions to iGaming operators worldwide, is delighted to announce it has won three major awards at the Global Gaming Awards EMEA 2025

The announcement came on the first day of the ICE Barcelona event and is testament to Soft2Bet’s commitment to innovation, excellence and leadership in the iGaming industry.

The award categories included:

  • “Executive of the Year” for Uri Poliavich, Founder and CEO of Soft2Bet
  • “Platform Provider of the Year” for Soft2Bet’s turnkey platform
  • “Product Launch of the Year” for Soft2Bet’s unique gamification solution MEGA

The wins recognise Soft2Bet’s position as a major force in the iGaming industry and highlight its leadership in turnkey solutions and groundbreaking innovations such as Motivational Engineering Gaming Application (MEGA), which has redefined the player experience through gamification, content and engagement.

Soft2Bet cements industry leadership 

Soft2Bet continues to set the bar for the online gaming industry and its cutting-edge platform that offers an extensive range of services to operators and their players. Recognised for its seamless integration, robust scalability and the flexibility it provides to deliver highly-localised solutions, the group’s platform has gone from strength to strength over the past 12 months with launches in major markets such as Romania, Italy, Sweden, Greece, Ontario (Canada) and Mexico. Its adaptable infrastructure delivers full turnkey solutions that enable operators to provide unique experiences to their players that are supported by a powerful technology platform that brings scale and liquidity across multiple regions and verticals, making it the preferred choice for top-tier gaming brands.In addition to its platform, Soft2Bet’s MEGA has strengthened its reputation as a game-changer. Our cutting-edge casino gamification solution drives player engagement and sustainable revenues for Soft2Bet’s B2B partners. Winning three Global Gaming EMEA Awards is further recognition of the power of gamification and Soft2Bet’s solutions which play a major role in operators committing to partnering with a platform that drives innovation, growth while bringing the best user experience to life for their players.

 

The post Soft2Bet Wins Three Major Awards at Prestigious Global Gaming Awards EMEA 2025 appeared first on European Gaming Industry News.

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Playzia Signs Major Deal with SOFTSWISS, Expanding Reach with Top Aggregator Platform

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Playzia’s thrilling portfolio of games, including Billionaire Wolf and Billionaire Rhino, as well as upcoming highly anticipated Love Island series, set to go live on SOFTSWISS award-winning platform

Playzia, one of the fastest-growing game providers to the iGaming industry, is thrilled to announce a new partnership with SOFTSWISS, a recognised industry leader in iGaming software solutions development. This collaboration will see Playzia’s portfolio of innovative and thrilling games go live on SOFTSWISS award-winning aggregation platform, offering operators worldwide access to Playzia’s exciting content.

The partnership marks a significant milestone in Playzia’s continued expansion into global markets. Exciting titles from the dynamic studio developer, including Billionaire Wolf, Cosmos Cash, Sweet Candy Fortune, The Great Fishing Adventure, along with the newly released Volcanic Coins and Billionaire Rhino, are now available on the SOFTSWISS Game Aggregator. In addition to the steady rollout of 3 exciting titles per month, Playzia is committed to delivering unique branded content, including a recently announced series with ITV, inspired by the global phenomenon Love Island. This marks just the beginning of the Playzia’s ongoing growth and development in the iGaming industry.

Penning the agreement with SOFTSWISS and expanding its network of partners allows the fast-paced studio to further its mission of bringing its thrilling and innovative games to an even broader audience, ensuring players around the world who Love to Play can enjoy top-tier, one-of-a-kind gaming experiences.

“We are delighted to partner with SOFTSWISS and make our games accessible to operators through their renowned aggregation platform,” said Vlad Modorcea, CPO at Playzia. “This collaboration represents an exciting opportunity to reach new markets, and we’re confident that players will enjoy the high-quality content we bring to the table. Our games are designed to captivate, and we can’t wait to share them with SOFTSWISS global network.”

Nikita Keino, Head of Partnerships at SOFTSWISS Game Aggregator added: ‘We welcome Playzia as our new partner, and we are proud to expand our portfolio with new games. We have already surpassed the 27,000 games mark and are excited to offer the market the best and most diverse games from the wide range available.’

Beginning this year, Playzia is gearing up to unveil an exciting roadmap, with three new games launching each month. Looking ahead, partners and players can anticipate the introduction of trademarked mechanics, innovative new game types including crash, table, instant, and probability games, along with exciting jackpots and tournaments, all designed to elevate the gaming experience to new heights.

The post Playzia Signs Major Deal with SOFTSWISS, Expanding Reach with Top Aggregator Platform appeared first on European Gaming Industry News.

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