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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

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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SPORTFIVE Study Highlights Women’s Football Value & Growth Potential

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New research from global sports marketing agency SPORTFIVE finds a growing interest in women’s football as more than half (54%) of the population aged 16-64 have an interest in women’s football, but 76% of fans feel they don’t see enough coverage of the sport.

  • 196 million fans of women’s football aged 16-64 across six surveyed markets 
  • 76% of fans feel that they don’t see enough coverage of women’s football
  • ‘The national team’ is the most common reason behind fandom

Women’s football is undergoing an unparalleled period of growth, with recent years seeing soaring popularity and marked uplifts across every level of the sport.

With a strategic objective to develop the women’s sport business, SPORTFIVE commissioned the whitepaper ‘Rise of Women’s Football – A Movement, Not A Moment’ to recognise and illustrate the value of the most popular women’s sport and underline the crucial steps needed to maximise its full potential.

Analysing women’s football through the lens of six key markets Australia, France, Germany, Spain, the UK and the U.S, the study examines four key components that are driving development in the game: brands, fans, players and media platforms.

For more information and whitepaper visit sportfive.com/press-media

 

The post SPORTFIVE Study Highlights Women’s Football Value & Growth Potential appeared first on European Gaming Industry News.

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TEAM VITALITY RENEWS STAR-STUDDED AMERICAN TEAMFIGHT TACTICS ROSTER

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  • Team Vitality has announced the renewal of its Teamfight Tactics (TFT) dream team, after a successful 2024, securing a top 4 finish at the 2024 Esports World Cup.
  • The all-American team features renowned pro-players and streamers; Kevin ‘setsuko’ Jiang, Michael ‘k3soju’ Zhang, Jeffrey ‘Milk’ Pan, and Kevin ‘Prestivent’ Zou, who have renewed their contracts with Team Vitality for the full year of 2025.
  • The renewal highlights Team Vitality’s ongoing commitment to strengthening its international growth in the competitive landscape and engaging with its global fan base through events, streaming, content, and more.

Team Vitality, the leading esports organisation, is proud to announce the renewal of its Teamfight Tactics (TFT) team. The all-American roster of Kevin ‘setsuko’ Jiang, Michael ‘k3soju’ Zhang, Jeffrey ‘Milk’ Pan, and Kevin ‘Prestivent’ Zou will continue to represent Team Vitality on the global stage throughout 2025. The roster signifies Team Vitality’s commitment to building long-term relationships with top-tier talent while reinforcing its continued expansion into the American esports industry.

TEAM VITALITY SET TO CONQUER THE TFT ARENA

The roster is gearing up for an exciting competitive season ahead, with the team set to participate in several high-profile events throughout the year, such as the Riot Games TFT Esports Circuit. Another standout event in the competitive calendar is the TFT Open LAN in December, which will be taking place in Paris, the home turf of Team Vitality. Here the roster plans to showcase their skills and further build their legacy as one of the most elite teams in the TFT competitive scene.

The roster, boasting exceptional talent, is composed of:

  • Michael ‘k3soju’ Zhang – Michael “k3soju” Zhang, is one of the most prominent streamers in TFT and worldwide. With a long-standing presence in competitive esports, having competed in other esports titles such as League of Legends, k3soju is one of the most popular players in the scene. k3soju has secured multiple notable achievements such as becoming runner-up in the 2022 Dragonlands: North America Regional Finals upon which he made his World Championship debut. A top 4 finish in the 2024 Esports World Cup gained k3soju additional popularity all across the world. Aside from his TFT success, k3soju is often one of the top 10 most watched streamers on Twitch globally. With 224 hours streamed in 2024, he boasts a dedicated following of 624K fans, with over 3.3 million hours watched and 23,000 peak viewers. His impressive track record and huge streaming presence make him a formidable force in the TFT community.
  • Kevin ‘setsuko’ Jiang – Setsuko is a rising star, known for his fast-paced, aggressive playstyle. His unique talent and strategic thinking have led to several impressive accomplishments, including multiple first places in the 2023 Monsters Attack and Runeterra Reforged Sets of Teamfight Tactics. Most recently, he accomplished a 9th place finish at the TFT Open LAN in Macao, and placed top 4 in the 2024 Esports World Cup alongside his team. Setsuko also boasts a substantial following on Twitch, with 188K followers, where he streams his expert gameplay.
  • Jeffrey ‘Milk’ Pan – DeliciousMilkGG, Milk Guy, or simply Milk, has earned a reputation for his mastery of high-cost units and powerful synergies. A consistent top 4 finisher, Milk excels at crafting potent endgame compositions, often securing victories with his calculated strategic decisions. His impressive achievements include first places in several meaningful tournaments such as but not limited to the 2022 Gizmos & Gadgets: NA Regional Finals. Milk also finished 2nd in the most recent Americas Final and Top 4 at the 2024 Esports World Cup. Beyond his success as a pro player, Milk connects with his fans on Twitch, with a dedicated following of over 160K.
  • Kevin ‘Prestivent’ Zou – As the final member of the roster line-up, Prestivent, is a respected professional in the Teamfight Tactics community, ranked among the best for his strategic prowess and consistent performance. Prestivent also streams on Twitch, with a growing audience of 84K followers. Prestivent’s skills, drive, and passion make him a key player on the roster, bringing both top-tier gameplay and support to his team.

With a combined Twitch following of over a million fans, the team members are key influential figures in the TFT community. Through their engaging content, the team connects with fans worldwide, sharing valuable insights into their gameplay, educating aspiring competitive players, and building strong relationships with their audiences. United by a shared ambition to continue captivating fans worldwide, all whilst reaffirming their dominance in Teamfight Tactics, through their exceptional performance and dedication.

I’m proud to represent Team Vitality for another year, “ said k3soju, pro-athlete for Team Vitality. “We’ve grown so much together, as a team and as individuals, and we’re more determined than ever. I’m excited to see what this season will bring and am incredibly grateful for the ongoing support from our fans.

Our roster renewal signifies Team Vitality’s ongoing strive for excellence and global expansion,” says Fabien “Neo” Devide co-founder and chairman of Team Vitality. “We’re incredibly proud to have such talented players represent us, both on and off stage, as they continue to inspire and elevate the standards of competitive gaming. This year, we’re focused on further expanding our presence on an international level, particularly in North America, while continuing to grow with our existing fanbase.

ACCELERATING TEAM VITALITY’S INTERNATIONAL EXPANSION

By focusing on its star players, investing in their development and providing them with the resources they need to excel, Team Vitality is affirming its commitment to growing world-class talent. This vision is as much about their individual progression as it is about the club’s overall success on the international stage.

With ambitions to expand even further, Team Vitality is looking to reach new heights in esports. This year, the organisation is building on the strength of its Teamfight Tactics (TFT) roster to strengthen its ties with its North American community, while continuing to expand into new global markets.

For all press inquiries: [email protected]

The post TEAM VITALITY RENEWS STAR-STUDDED AMERICAN TEAMFIGHT TACTICS ROSTER appeared first on European Gaming Industry News.

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Swifty Sports Seals Game-Changing SPA with SGN to Dominate Sportsbook Ireland

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Power move positions Swifty Sports for explosive growth, elevating its online betting and casino offerings in Ireland.

The game has changed. Swifty Sports is the most promising force in online sports betting. It has officially entered into a groundbreaking Stock Purchase Agreement (SPA) with Signing Day Sports (SGN), positioning itself for an unprecedented surge in the sportsbook Ireland industry. This strategic acquisition cements Swifty Sports’ ambition to outpace competitors and redefine online betting. With final approvals imminent, anticipation is soaring—Swifty Sports isn’t just playing the game; it’s rewriting the rulebook.

The agreement marks a turning point for Swifty Sports, a brand that has earned recognition for delivering a next-level online betting experience Ireland trusts. Swifty Sports gains access to global resources by joining forces with SGN, enabling it to refine its platform with AI-driven analytics, faster transactions, and expanded betting options. James Gibbons, CEO of Swifty Global commented, “The Swifty Global team has worked extremely hard, demonstrating exceptional diligence and discipline in building an outstanding business with a solid foundation as one of the biggest sportsbook’s in Ireland.”

Swifty Sports has already distinguished itself from competitors by offering Swifty Sports Betting and Swifty Sports Online Casino, providing bettors with high-speed transactions, robust security, and an extensive selection of games. This deal will allow the company to scale up and compete with some of the biggest names in the sportsbook Ireland industry, positioning itself alongside global gaming powerhouses. Swifty Sports will expand its market reach by leveraging SGN’s industry expertise, making it a serious contender in Ireland’s fast-growing online gambling sector.

This strategic move follows a broader consolidation trend within the gaming industry, with major players acquiring promising betting platforms to solidify their presence. Swifty Sports’ aggressive expansion plan mirrors similar deals across betting sites in Ireland as companies race to meet growing consumer demand for seamless and secure online wagering. The merger is expected to not only boost Swifty Sports’ valuation but also reshape competition in the market.

With final approvals anticipated in the coming weeks, Swifty Sports is already preparing new features and promotions to mark this transformative shift. As excitement builds, the company remains committed to maintaining its reputation for reliability, transparency, and an unmatched user experience. The partnership with SGN is expected to unlock new opportunities, cement Swifty Sports as a leader in Swifty Sportsbook Ireland, and set a new industry standard.

As the deal nears completion, Swifty Sports is focused on delivering an upgraded gaming experience that will solidify its place as the premier online betting site Ireland. With the merger of SGN, the company is well-positioned to outpace competitors and redefine what players can expect from a modern sportsbook and casino platform.

To learn more about this game-changing partnership and discover the future of online betting, visit swifty.global/.

 

The post Swifty Sports Seals Game-Changing SPA with SGN to Dominate Sportsbook Ireland appeared first on European Gaming Industry News.

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