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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

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Former Sky Bet strategist Andrew Mook joins Midnite as Head of Brand Marketing
Fast-growing UK sportsbook and casino Midnite has continued to strengthen its leadership team with the appointment of Andrew Mook as Head of Brand Marketing.
Mook joins Midnite having most recently been Head of Marketing Strategy & Planning at Flutter. Prior to that, he was Head of Creative Strategy at Sky Bet.
It is the latest high-profile hire for Midnite, after the appointment in April of Mook’s former Sky Bet colleague Zach Amin as Vice-President of Sportsbook.
Mook has been tasked with raising awareness of Midnite’s next-gen product among UK bettors and establishing a brand strategy and identity as the company aims to build on recent marketing activities including sponsorship of the 2025 World Snooker Championship and launching its first TV advertising campaign.
He said: “Midnite is the most exciting name in UK betting right now. There’s a genuine ambition here to shake things up and do things differently. The opportunity to help shape the brand at this stage of its growth is incredibly rare, and I’m thrilled to be on board.”
Midnite’s sportsbook was launched in 2018 by Nick Wright and Daniel Qu, who previously created daily fantasy sports platform Dribble in partnership with Sky Bet.
The brand is focused on disrupting the UK betting market, prioritising the player experience with a slick website and app and a brand platform designed to speak to a new generation of players.
Wright said: “Andrew brings a wealth of experience from some of the biggest names in the industry, but what really stood out was his passion for building bold, creative brands. As we continue to grow, having someone like Andrew to lead our brand marketing efforts is a huge asset.”
The post Former Sky Bet strategist Andrew Mook joins Midnite as Head of Brand Marketing appeared first on European Gaming Industry News.
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BETER Names Adam Conway as General Manager of Esports Business Division
Seasoned esports professional joins fast-betting content provider, bringing over 20 years of trading and product experience to elevate its offering
BETER, an award-winning provider of fast-betting content, data, and live streaming for esports and sports, has appointed former SIS senior executive Adam Conway as its new General Manager of Esports Business Division, significantly strengthening the company’s position in the market.
Conway is a highly accomplished manager in the betting industry, with more than 20 years of experience in overseeing and launching successful product portfolios.
Adam joins BETER following a ten-year tenure at SIS, where he held various positions—from Head of Trading to Global Head of Esports and Competitive Gaming. Before SIS, he held roles at several companies, including Head of Trading at betting powerhouse Ladbrokes.
As Esports General Manager at BETER, Adam will be responsible for strengthening the provider’s leadership in the fast-betting domain, as well as developing and expanding the number of in-house events for the company’s flagship ESportsBattle tournaments, which currently feature disciplines such as eFootball, eBasketball, and eHockey.
Conway will spearhead the development of new disciplines—eCricket and eTennis are set to launch soon—and focus on enhancing relationships with existing clients while establishing new partnerships.
Adam will lead a team of over 200 specialists and 500 professional athletes, delivering more than 500,000 esports events annually across four countries. He will also work closely with key industry bodies, including the Esports Integrity Commission (ESIC) and the International Betting Integrity Association (IBIA).
Gal Ehrlich, CEO at BETER, said: “Adam’s background in esports is unmatched, and we are thrilled to have him on board as we continue to enhance our esports offering, especially our flagship ESportsBattle tournaments.
“We’re already the go-to provider for fast-betting content, data, and live streaming in esports and sports. With Adam as our Esports General Manager, we’re confident we’ll strengthen that leadership and further distance ourselves from the competition.
“We’re excited to welcome Adam and look forward to the significant value his expertise will bring to our partners worldwide.”
Adam Conway, Esports General Manager at BETER, added: “It’s an honour to join BETER and contribute my extensive experience in trading and product development to such a pioneering company.
“BETER is the undisputed market leader, and I’m excited to help ensure it remains at the forefront—delivering exceptional products to operator partners and bettors alike.”
The post BETER Names Adam Conway as General Manager of Esports Business Division appeared first on European Gaming Industry News.
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Hit the red line and massive payouts in Vegas Velocity from Rival
Speed down The Strip towards the game’s 10,000x max payout, boosted by Expanding Turbo Wilds and an Overdrive Respin feature
Experience the neon lights and pulsing rhythm of the City of Sin in Vegas Velocity from Rival. This is a slot where players shift into gear and hit the gas as they race towards big wins.
Vegas Velocity sees players strap in for a thrill ride like no other, lighting up the reels with Expanding Turbo Wild symbols and an Overdrive Re-spin feature.
This is one of the studio’s most visually striking games to date, capturing the electrifying glow of the Las Vegas strip, which flashes past as players speed towards the game’s 10,000x max win potential.
The action hits the red line when Expanding Turbo Wild Symbols drop onto the reels. They can land on reels two, three or four and light up the reel (literally), substituting for all symbols to boost wins.
There’s also the Overdrive Re-spin Feature for added adrenaline-fuelled action. When a Wild Car symbol is part of a win, it expands to fill the whole reel.
It then Locks into place for a free Overdrive Respin. Any additional Wild Cars that form a win during the respin award another Overdrive Respin.
This occurs until there are no more Respins in play, and the feature then U-turns back to the base game.
Vegas Velocity is set across five reels and three rows with ten paylines active in the base game. This is a highly volatile slot with a score of 5/5.
Operators can choose from a range of RTPs including 92.62%, 94.64% and 96.00%, which is the game’s default Return to Player setting.
Ryan Maclean, Head of Games at Rival, said: “Vegas Velocity offers players a fast-paced thrill ride where the adrenaline builds with each spin as they speed towards massive wins.
“The game captures the electrifying excitement of The Strip and where neon lights pulse to the beat of the city.
“By keeping the pedal to the metal, players can trigger high-octane bonuses such as Expanding Turbo Wilds and Overdrive Respin, which help them shift up a gear and hit the game’s biggest payouts.
“This is a strong addition to our growing game portfolio, and we look forward to seeing players buckle up, hit the gas, and light up the reels in what is one of our most explosive slots yet.”
The post Hit the red line and massive payouts in Vegas Velocity from Rival appeared first on European Gaming Industry News.
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