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How to Organise Customer Support Services Effectively?

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How to Organise Customer Support Services Effectively?

 

When launching an iGaming project, every operator faces a dilemma of how to organise its customer support services effectively. Should it be managed in-house or outsourced? SOFTSWISS, an international tech provider with over 15 years of iGaming experience, offers a cost comparison to help resolve the issue.

Through years of delivering high-quality customer support to its Casino Platform clients, SOFTSWISS Managed Services has earned strong recognition among industry leaders. In 2023-2024, the solution received several awards for its outstanding contributions to responsible gambling practices and excellence in customer support. Based on their profound experience, SOFTSWISS experts share their insights on organising customer support services.

 

In-House vs Outsourced Services: Pros and Cons

Cost savings, flexible payments depending on the project scope and workload, increased operational efficiency and access to specialised expertise are undeniable advantages of outsourcing customer support services. What is more, an outsourced support team eliminates the need for investing in recruiting, hiring, training, and managing staff, allowing businesses to focus on core operations while reducing overhead costs.

The key advantage of the in-house model and something outsourcing typically lacks is greater control over a project. At the same time, outsourcing frees up time and human resources, enabling operators to prioritise high-impact strategic initiatives instead of being tied up with routine service management tasks.

 

When it comes to customisation, experts generally do not classify it as a distinct advantage or disadvantage of either model. At SOFTSWISS, when launching any iGaming project, the team requests operators to complete a specialised questionnaire. The responses are then used to customise customer support services to the unique needs of each project.

 

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Crucial Customer Support Services

When setting up a back office for an iGaming project, the first step is to determine the ‘must-have’ services to be provided. Based on the SOFTSWISS expertise, the golden standard comprises the following:

  • First-Line Support. To ensure a smooth project flow, an operator needs at least five in-house specialists to provide comprehensive player support. With the player base growing across various locations, additional specialists will be needed to offer multilingual support.
  • Anti-Fraud Support. In some projects, a single professional may be able to handle all necessary tasks. The challenge is the high cost of such experts, which can vary depending on the country of recruitment.
  • VIP-Player Support. VIP players generate around 60-80% of the project’s revenue and need an exceptional approach.
  • Ongoing Retention Support. Developing marketing strategies and clear action points for increasing player loyalty and retention takes a lot of time and requires profound industry experience.

The costs for setting up an in-house service to address the above functions start at 25,000 euro, whereas outsourcing can reduce these expenses by nearly half.

 

Enhanced Customer Support Services

Several additional services play a critical role in increasing player loyalty, engagement, and lifetime value. SOFTSWISS experts highlight the following:

  • Initial Retention Setup. It is a one-time service for preparing player segmentation and setting up welcome letters, bonuses, and promotional campaigns, allowing the project to start operating fully from day one. This service does not require ongoing attention.
  • Player Reactivation. Experienced professionals help manage failed payments, and reactivate dormant players.
  • Content Management. This service ensures a seamless user interface, up-to-date content, and a robust communication system. A clear and user-friendly website helps attract users and convert them into active players.

The minimal costs for additional services stand around 7,500 euro and differ only slightly whether organised in-house or outsourced. The challenge is independently setting up numerous unfamiliar processes from scratch, especially without prior experience. Additionally, some specialists may not be needed full-time, and arranging part-time work can often be inefficient.

Artyom Rudakov, Head of SOFTSWISS Managed Services, summarises: “The choice of the appropriate model for the customer support organisation depends on the specific needs of a business. It should rely on the project’s life cycle stage, forecasts, management capabilities and a business approach tailored to geographic geography and local labour market opportunities.

In some cases, a hybrid model, combining both in-house and outsourced support, can offer the best of both worlds. At the same time, the outsourced model allows the team to focus on project development and business growth.”

The SOFTSWISS will take part in the SBC Summit Lisbon on 24–26 September. To get more insights, partners can book a meeting at stand B-160.

 

 

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About SOFTSWISS

SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS holds a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 23,500 casino games, the Affilka affiliate platform, the Sportsbook software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.

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Amusnet to Participate in the Third Edition of SiGMA Americas

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Amusnet, a leading international provider of all-casino solutions, has announced its participation in the third edition of SiGMA Americas, taking place from April 8 to 10 at the Transamerica Expo Center in São Paulo, Brazil. With over 18,000 delegates expected, the event stands as one of the region’s most important gatherings for the gaming industry. Brazil plays a pivotal role in the global gaming landscape and is a central focus in Amusnet’s expansion strategy. In line with this commitment, the company will showcase its latest products and actively contribute to the event.

“SiGMA Americas is a key moment for us to reinforce our long-term commitment to Brazil. With over 180 games already certified for the newly regulated sector, we are fully prepared to support our partners and deliver top-notch products and entertainment to local players. At the event, we will showcase a strong mix of top-performing and exciting new releases set to differentiate in the dynamic and rapidly growing region,” said Georgi Izov, Head of Business Development LATAM at Amusnet.

As part of the official agenda at SiGMA Americas, Marco Pequeno, Amusnet’s Country Manager for Brazil, will join the discussion panel “Excitement in Real Time: How Live Games Transform the Gaming Experience.” His participation underscores Amusnet’s strategic focus on Brazil’s evolving gaming landscape and the company’s commitment to driving meaningful conversations around the future of the industry in regulated markets.

Among the player-favorite titles to be showcased is the video slot 20 Golden Coins. Visitors can explore the vibrant cascade slot Candy Palace, bursting with colorful visuals and additional features, along with Hot Deco, a stylish fusion of classic fruit slot aesthetics, smooth graphics, and a captivating soundtrack.

Amusnet will showcase top-performing Live Casino titles, including Dynamic Roulette 120x, and three next-generation Virtual Roulette games: Virtual Monaco Roulette 72x, Virtual Space Roulette 120x, and Virtual Vegas Roulette 500x. They offer thrilling gameplay, excellent-quality graphics, captivating themes and soundtracks. Inspired by iconic casino destinations, they feature additional multipliers of up to x500 and have gained significant recognition in many European markets.

Join the Amusnet team at Stand L145 to explore its latest gaming offerings, experience high-quality entertainment, and discover partnership opportunities in Brazil’s fast-evolving gaming market.

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Potawatomi Casino Hotel Partners with White Hat Gaming

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White Hat Gaming has entered into a multi-year partnership with Wisconsin’s Potawatomi Casino Hotel – one of the largest casino operators in the Midwest.

Under the agreement, White Hat Gaming will deliver its world-class PAM platform to support mobile sports betting and Class II slot wagering for patrons located on tribal land in Milwaukee and Carter Wisconsin. This partnership underscores White Hat’s commitment to providing cutting-edge, compliant gaming solutions tailored to the unique needs of tribal operators.

White Hat Gaming’s pioneering platform technology – already live in multiple U.S. states and Ontario, Canada – will power Potawatomi transition into mobile wagering, enabling the tribe to deliver a seamless, best in-class player experience.

Potawatomi Casino Hotel selected the White Hat platform for its robust in-house cashier, which offers a wide range of payment options through multiple integrated gateways. The platform’s real-time risk monitoring capabilities help identify and manage potential issues instantly, while its award-winning Traveling Wallet technology provides multijurisdictional flexibility within a single player account. Additionally, Potawatomi recognized White Hat’s early leadership in the emerging Class II mobile slots sector – a promising and potentially transformative sector for the tribal wagering industry.

White Hat’s PAM platform stands as the most widely distributed independent solution in the U.S., and its latest partnership with Potawatomi Casino Hotel underscores the company’s commitment to supporting the tribal gaming sector. By delivering advanced technology and operational tools, White Hat empowers tribal operators to optimize performance, enhance player experiences, and maintain long-term adaptability in a fast-evolving market.

Max Wright, Founder at White Hat Gaming, said: “We remain focused on expanding our presence in North America, continuously evolving and enhancing our PAM solution to empower iGaming operators with the technology needed to elevate the player experience and drive operational efficiency. This collaboration further demonstrates our commitment to delivering a cutting-edge platform that combines flexibility and speed to market. We’re confident that Potawatomi’s mobile presence will significantly benefit from our proprietary cashier, expert compliance and regulatory support, and Traveling Wallet technology.”

Dominic Ortiz, Chief Executive Officer of Potawatomi Casino Hotel, said: “We continually seek strategic opportunities to strengthen our market position, and our partnership with White Hat Gaming represents a key step forward as we enter a new era of mobile on premise gaming. By integrating White Hat’s PAM solution, we are enhancing our digital capabilities with industry-leading expertise and providing a best in class experience for our guests.”

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BETBY STRENGTHENS LATAM PRESENCE THROUGH STRATEGIC PARTNERSHIP WITH CALÍMACO

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BETBY STRENGTHENS LATAM PRESENCE THROUGH STRATEGIC PARTNERSHIP WITH CALÍMACO

 

BETBY, an industry-leading sports betting provider, has announced a long-term partnership with Calímaco, a premium B2B sportsbook supplier with a strong foothold across Latin America. This collaboration aligns with BETBY’s expansion strategy in the LATAM market, reinforcing its commitment to delivering state-of-the-art sportsbook solutions in the region.

As part of the agreement, Calímaco will integrate BETBY’s award-winning sportsbook solution, including its proprietary esports feed BETBY Games, and comprehensive trading and risk management services. Additionally, by leveraging BETBY’s AI-driven technology, AI Labs, Calímaco’s partners will gain access to an unparalleled betting experience tailored to the needs of the LATAM market.

Known for its scalable and robust casino and lottery platform, Calímaco will significantly enhance its offering with an additional 300,000+ events, 8,000+ markets, 125+ sports, and 35+ esports provided by BETBY, cementing its position as a go-to supplier in the region’s competitive iGaming landscape.

Stefanos Karakidis, Head of Business Development at BETBY, commented: “We are excited to partner with Calímaco, a company that shares our vision for technological excellence and operator-focused innovation. Integrating our complete sportsbook solution into Calímaco’s platform will enable brands across LATAM to elevate their sports betting offerings and provide their users with an exceptional experience.”

Alejandro Serrano, Head of Business Development at Calímaco, added: “BETBY’s sportsbook technology is renowned for its flexibility, scalability, reliability, and comprehensive coverage. Incorporating their award-winning solution into our platform will empower our partners with world-class sports betting capabilities, further strengthening our presence in the Latin American market.”

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