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Gamesys builds on “transformative” year with 360º customer experience focus

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Gamesys builds on “transformative” year with 360º customer experience focusReading Time: 3 minutes

 

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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Everything you need to know ahead of ESL Pro League Season 19

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The ESL Pro League (EPL) returns to St. Julian’s, Malta, for Season 19 on April 23 – May 12, 2024. The world’s biggest Counter-Strike league will see teams from around the world arrive on-site for three weeks of non-stop action, and only one team will emerge victorious as Champions.

Here is all you need to know about ESL Pro League Season 19

The 19th Season of the ESL Pro League will see the 32 best Counter-Strike teams compete for a total prize pool of $750,000, a win in the race to secure Intel® Grand Slam V, and a spot at IEM Cologne 2024. Commencing on April 23, contenders from around the globe will face off in Malta for a spot in the Playoffs. There, the six best teams will compete live in front of an intimate live audience at the InterContinental Malta on May 10 – 12, 2024.

Starting with the upcoming season, EPL will see some improvements to its schedule. While the number of teams and the tournament structure remain the same compared to recent seasons, the duration of the tournament has been adjusted to three weeks instead of five. To accommodate this change, two groups will be played simultaneously during the Group Stage, resulting in a more intense story for fans to follow.

Schedule and Format

Group Stage (April 23 – May 5):

  • Four groups of eight teams will compete in separate triple-elimination brackets
    • All matches are best-of-three
  • The top four teams from each group will advance to the Playoffs
    • Group Stage winners advance to the Quarterfinals
    • The Group Stage runner-ups advance to the Round of 12
    • The Group Stage third and fourth-place teams advance to the Round of 16

Playoffs (May 7 – 12):

  • The top sixteen teams will compete in a single-elimination bracket
    • All matches will be best-of-three, excluding the Grand Final which will be best-of-five
    • The third and fourth Quarterfinals, as well as both Semifinals and the Grand Final will be played out live on stage in front of an audience

Teams Attending

  • Astralis (Partner Team)
  • BIG (Partner Team)
  • Complexity (Partner Team)
  • ENCE (Partner Team)
  • FaZe Clan (Partner Team)
  • Fnatic (Partner Team)
  • FURIA (Partner Team)
  • G2 Esports (Partner Team)
  • HEROIC (Partner Team)
  • MOUZ (Partner Team)
  • Natus Vincere (Partner Team)
  • Ninjas in Pyjamas (Partner Team)
  • Team Liquid (Partner Team)
  • Team Vitality (Partner Team)
  • Monte (ESL Challenger Jönköping winner)
  • Virtus.pro (ESL Challenger Atlanta winner)
  • SAW (ESL World Ranking)
  • Team Falcons (ESL World Ranking)
  • GamerLegion (ESL World Ranking)
  • BetBoom Team (ESL World Ranking)
  • Eternal Fire (ESL World Ranking)
  • 3DMAX (ECL S46 Europe winner)
  • FORZE (ECL S46 Europe runner-up)
  • M80 (ECL S46 North America winner)
  • BOSS (ECL S46 North America runner-up)
  • The MongolZ (ECL S46 Asia-Pacific winner)
  • TYLOO (ECL S46 Asia-Pacific runner-up)
  • Imperial Esports (South American Qualifier winners)
  • Sharks Esports (South American Qualifier winners)
  • Pera Esports (European Conference winner)
  • Bad News Kangaroos (Oceanic Qualifier winner)
  • FlyQuest (ANZ Champs winner)

Prize Money (USD)

TOTAL $750,000
1st $170,000
2nd $80,000
3rd-4th $45,000
5th-8th $32,000
9th-12th $23,500
13th-16th $17,500
17th-20th $12,000
21st-28th $7,000
29th-32nd $3,500

Broadcast Talent

  • Hosts
    • “Tres “stunna” Saranthus
    • Freya “Freya” Spiers
  • A Stream
    • Jason “moses” O’Toole
    • Janko “YNk” Paunović
    • Mathieu “Maniac” Quiquerez
    • Harry “Harry” Russell
    • Hugo “Hugo” Byron
    • Henry “Henry” Greer
    • Chad “SPUNJ” Burchill
    • Alex “Machine” Richardson
  • B Stream
    • Neo “Ne0kai” Caine
    • Harvey “Skriv” Rodgers
    • Lucy “LucyLuce” Eastwood
    • Brandon “BDog” Rawlings
    • Travis “Trav” Landaw Mott

Where to Watch

The live broadcast will be available on FACEIT Watch, ESL FACEIT Group’s premier esports viewing platform created by esports fans for esports fans and open for all.

Featuring a unique multi-perspective view selector where users can watch their favorite player’s perspective directly next to the main event stream, a live chat, a kill cam, live-generated replays of key moments, a sound mixer, a rewards program, and more, FACEIT Watch revolutionises esports streaming by putting fans in control of their viewing experience.

Fans can also watch the action on the ESL Counter-Strike Twitch and YouTube channels. For those unable to tune in live, all matches will also be available to watch on-demand for free via YouTube.

For more information about ESL Pro League Season 19, and the latest updates on the event, please visit the official website, and follow ESL Counter-Strike on X, Facebook, and Instagram.

 

 

The post Everything you need to know ahead of ESL Pro League Season 19 appeared first on European Gaming Industry News.

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New Market Alert! Hacksaw Gaming Touch Down in Portugal with Solverde.pt

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Another incredible new market launch for Hacksaw Gaming, this time we’re taking a trip to Portugal with Solverde.pt. Exclusively showcasing our content until the 30th of April, this new partnership looks to be one with an exciting journey ahead.

Fan favourites Wanted Dead or a Wild, 2 Wild 2 Die, R.I.P City, Le Bandit and many more are now featured on the Hacksaw exclusive section of the Solverde.pt platform. At long last, Portuguese players can now immerse themselves in the Hacksaw experience, exploring a large catalogue of our games that demonstrate our creative mechanics and stunning visuals.

“Hacksaw has been a top request from Portuguese casino players and we always aim to know the market preferences and deliver what the customers want” says Américo Loureiro, Solverde.pt Director “We’re very proud to bring this groundbreaking studio to Portugal for the first time and have no doubt it will be a success”

Part of Solverde Group, which boasts more than 50 years of history, Solverde.pt was launched in 2017.

They strive to offer the widest casino portfolio in Portugal, prioritising all the fun of casino games with the top quality and safety that SolverdePT users have come to know them for.

Marcus Cordes, Hacksaw Gaming CEO is certain that Hacksaw enthusiasts in Portugal will be ecstatic with this new launch – “Being able to bring yet another growing market our games is what drives us forward! Saúde to a promising future partnership and to the teams who made this happen.”

With this latest launch marking our third new market entry in the past month alone, Hacksaw Gaming’s quest to introduce our collection to players worldwide is rapidly becoming reality. Are we setting the tone for even more groundbreaking ventures in the months ahead? Stay tuned, as we’re on a mission to grow our Hacksaw Community far and wide.

 

The post New Market Alert! Hacksaw Gaming Touch Down in Portugal with Solverde.pt appeared first on European Gaming Industry News.

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Week 16/2024 slot games releases

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Reading Time: 5 minutes

 

Here are this weeks latest slots releases compiled by European Gaming

Habanero, is introducing the Reel Rewards feature in its new 6×3 reel slot Golden Taj Mahal. Paying homage to Indian culture, the game sees tigers, candles, precious gemstones, the prince and princess as well as the magic lamp Wild fill the grid as the slot’s symbols. At the top of the board, there are six empty spots which can be filled by the Reel Rewards mechanic on any spin, awarding a prize ranging from 2x, 3x or 5x multipliers to a Wild, which transforms all symbols below it.

 

After releasing the frenzy of a slot game that was Brick Snake 2000, the award-winning slot provider is now set to release Tombstone No Mercy an upgraded refresh of its 2019 hit slot, Tombstone. The 2024 refresh stays true to the original game and introduces Nolimit Bonus Buys and Nolimit Booster into the mix. With the introduction of Nolimit Bonus Buys, players can buy right into the bonus rounds; Justice Spins, Gunslinger

 

 

Games Global exclusive studio PearFiction Studios has unveiled its latest release, Cerberus Gold, incorporating three engaging LockNWin bonuses that can be combined for great win potential. This mythological title boasts an exciting triple collection mechanic that sees each collection pot protected by a head of the fearsome guardian of the underworld, Cerberus, who precariously sits above the reel set.

 

4ThePlayer in collaboration with Yggdrasil is unveiling its new release, 4K Ultra Gold MoneyWays, through the YGG Masters platform. This game evolves 4ThePlayer’s popular MoneyWays mechanic as seen in the top-performing 4 Fantastic series where cash on the reels is won by forming ways wins without the need for additional symbols or features. In 4K Ultra Gold, every cash symbol is boosted when it lands on the reels, creating additional excitement and anticipation.

 

Push Gaming has released the second in its series of DJ games, DJ Cat, which brings a range of new features to amp up engagement. Following the success of DJ Fox, this new follow-up retains the easy-to-understand, win-what-you-see gameplay, adding in larger win multipliers. Lining up CD symbols helps players to build big prizes while VIP icons grant access to spin the decks and feed the Multiplier Meter. Arrow symbols crank the volume and unlock more reels using the iconic Push-Up feature.

 

Inspired Entertainment is thrilled to announce its latest slot game, Spin 2 Riches™, now available the UK B3/LBO market. Offering players an unparalleled gaming experience filled with mystery symbols and Fortune Spins. Spin 2 Riches invites players to embark on a thrilling adventure where every spin brings the promise of untold riches.

 

PG Soft, a world-class digital mobile games company, is on target again with its latest fun-filled game release, Piñata Wins. Set against a vibrant fiesta backdrop, Piñata Wins is a five-reel and three-row title offering players a colourful gaming experience with plenty of features with an opportunity to make big returns from multipliers up to x100. The reels are brought to life with symbols that celebrate Mexican culture including tacos, maracas, skulls, sombreros and chillies.

 

Endorphina, has announced the release of its latest slot game, Moon Tiger, on April 17th. Featuring 5 reels, 3 rows, 25 fixed paylines, and cool bonuses, the slot will soon join Endorphina’s portfolio of over 150  games. Inspired by Chinese mythology, this slot embodies the legendary White Tiger, a creature born from a rare occurrence in the heavens.

 

Blueprint Gaming is inviting players to live like royalty and reign over Phrygia in its latest scatter-pay release, the Greek mythology-themed Midas King of Gold. Players attempt to turn every touch into gold in this 6×5 scatter pays title, with the King himself appearing in symbols on the game’s richly coloured board alongside royal pillars and ancient artifacts.

 

Playson, the fast-growing digital entertainment supplier, has combined the striking themes of its most successful games in its latest title Energy Joker: Hold and Win. With coins, electricity and a grinning joker, this fast-paced release has lightning running through its reels. The blue Collect feature strikes the cells and gathers all values, including the Mini, Minor and Major jackpots and Bonus symbols.

 

 

Spinomenal has released its new hit, Queen of the Amazon. Set amongst the lush rainforest, this 5×4 slot welcomes players on an adventure where treasure awaits intrepid explorers. A majestic Amazon headdress, tiger, gorilla, and snake, make up the Medium symbols on the reels. At the heart of the story stands the queen herself, representing the Wild symbol.

 

 

Embark on a thrilling journey across continents in 80 Day Escapade, the dramatic new slot from Boldplay that offers multiple features for endless excitement and rewards. With its 5×3 reels and 243 ways to win, players will enjoy a world of adventure and fortune but the real excitement begins with the set of exciting bonus features.

 

 

The post Week 16/2024 slot games releases appeared first on European Gaming Industry News.

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