Interviews
What sportsbook operators can do to better their odds with customer experience
We sat down with, Danielle Harvey, the Global Vice President and Head of Travel and Hospitality at Quantum Metric, to discuss why sportsbook operators need to level up their online presence as mobile sports betting reaches new states.
As mobile sports betting becomes legal in more states, how do you see the market evolving, and what role does Quantum Metric play in helping sportsbook operators adapt to these changes?
As more states allow online sports betting, sportsbook operators will have to better prepare for the significant increases in the size of their potential market. There will be more changes in player behavior, given there are huge differences geographically in how bets are placed, and an increase in operators competing for a share of these new markets. In response, operators should specifically pay attention to behavior around promotions, as this is the biggest point of friction amongst new users as well as the easiest way to attract new players.
Personalization will also be pivotal in bringing new users to the platform. Rather than trying to optimize the happy path for the customer, operators are starting to think about how they use data to surface the content the user wants in the way they want to access it. This will be particularly important as new markets open in different states. Sportsbook operators need to act quickly on customer signals and make changes at the market level to improve the experience for those specific customers.
As the market expands there will be more state-specific regulations that will present significant challenges for operators. From varying deposit procedures and identification verifications to betting limitations, these differences can lead to disparate user experiences within the same platform across state lines. Quantum Metric is adept at aiding operators in fine-tuning these state-specific experiences, thereby reducing the costs and impacts of compliance on player conversion rates. By comparing friction points across states, Quantum Metric equips operators with actionable insights to streamline regulatory adherence while maintaining a user-centric focus.
Given Quantum Metric’s expertise in digital analytics, can you shed light on the most common challenges sportsbook operators face in delivering a seamless online experience to their users?
Promotions are where we see the most friction, especially when looking at new users there is a lot of confusion around free bets, and we see this with bet selection on top of post-bet around cash-out. Â Registration is also a huge focus when opening a new market, especially during big events like the annual Super Bowl.
For returning users, the most common challenge faced by operators is personalization. We are seeing a change in behavior and a shift in the customer wanting to create their own multi-level bet and have the operator return the odds for this in a responsive way.
Understanding the sports that individual bettors, as well as new markets are mostly interested in, can be a challenge too. Sports betting sites can seem very complex to new users and helping users access the content and bets that they’re interested in will be critical. Ultimately, we are seeing operators use digital analytics to understand this and then optimize their experience accordingly. However, while personalization is still being refined, allowing the customer to configure their experience themselves could give operators the edge in the interim.
With numerous sportsbook operators entering the market, how crucial is it for brands to level up their online presence to maintain a competitive edge, and how does Quantum Metric assist in achieving this?
Having a robust online presence couldn’t be more crucial as we’re starting to see regular sports bettors have accounts with around five operators. Quantum Metric helps level up the online presence of operators and ensure they maintain a competitive edge by capturing 100% of player experiences, allowing companies to see the issues that are impacting customers and in return, actually intervene when users are experiencing this friction.
There is no time to waste when it comes to online betting as customers won’t wait for a sportsbook to resolve the issue as timely sporting events often prevent gamblers from coming back the next day to place their bets. This is particularly important when it comes to in-play betting, so having an early warning system across the entire web and app experience will be crucial for retaining customers.
Quantum Metric is well established within customer service teams of operators since we allow agents to quickly understand the issues customers face. This not only allows companies to address customer queries quicker than they could have previously, but it also allows operators to focus on the issues that are driving users to the contact center.
How does Quantum Metric’s platform provide insights into user behavior, and why is this data invaluable for sportsbook operators looking to optimize their online platforms?
Quantum Metric’s 100% capture of user sessions and the depth of capture from OOTB metrics, events and errors alone allow companies to pinpoint issues that are impacting the customer experience in real-time.
Essentially, Quantum Metric has found that teams have very little visibility of the player on apps than from other tools. With the recent introduction of data enrichment, Quantum Metric can supplement our data with data from other sources which can let operators see the issues hurting the player experience through the lens of player tiers.
Since we know customers are likely to have accounts with multiple operators and will need to complete their transaction quickly, real time alerting is incredibly valuable, and Quantum Metric is being used as an early warning system for issues that are impacting customer experience. Quantum Metric can also connect players with CS teams when they are experiencing friction on key flows like deposit, registration or bet placement by triggering the launch of live chat based on signals observed. Similarly, we can surface VOC surveys to get feedback when users encounter friction which can allow operators to marry up the qualitative and quantitative datasets.
Quantum Metric has collaborated with major sportsbook brands. Can you share some success stories or key learnings from these partnerships that highlight the importance of a robust online presence?
Quantum Metric has been hugely valuable in identifying issues with API performance, particularly where API failures prevented bets from being placed. Our 100% capture has allowed sportsbook operators to confidently and quickly resolve problems that are impacting a niche cohort of users, which would otherwise be very difficult to spot when looking at overall bet placement or continuation rates.
We’ve also been adopted by the customer service teams of the operators to revamp customer experiences and resolve issues around key flows such as registration, KYC, promotions, deposits and withdrawals. As a result, our services to sportsbook operators have seen quicker resolutions for customers and increased user retention.
One notable success story involved a long-running spinner impacting deposits in a particular region for an operator Quantum Metric works with. By pointing out the error and by making the small change, the sportsbook operator was able to increase page conversion by 5% and reduce friction by 74% on the deposits page.
One success story involves BetVictor, one of Europe’s leading online gaming companies. Through our ongoing relationship, we helped the company optimize the bet slip experience and improve its customer feedback rate by providing data-driven insights. As a result of having increased visibility into its customer data, BetVictor saw session engagement rates rise rapidly and its bet slip funnel specifically saw a 3% increase in its conversion rates.
Looking ahead, what trends or innovations do you foresee in the mobile sports betting industry, and how is Quantum Metric positioning itself to support sportsbook operators in navigating these future developments?
A trend we have seen is around operators moving towards a place where the customer can create the exact bet they have in mind and where the operator can serve responsive odds. There has also been a rise in micro-betting for mobile, where players make rapid-fire, small bets during live games on changing lines and odds. As a result, Quantum Metric is ready to support operators with real-time analytics on live games and glean insights of this high-engagement betting style compared to traditional pregame betting.
For those that might not know, can you give us a brief overview of Pick’Em Player Props?
In simple terms, the new Pick’Em Player Props product from WA.Technology is almost like a hybrid between fantasy sports and sports betting. In the same vein as traditional player props products that you see in traditional sports, players can select markets on individual players – we have just taken that model and elevated it.
During the game, players can make between two and six bet selections. For example, will Erling Haaland score more or less than 2.5 shots? The number of bet selections the player makes then determines their multiplier. By allowing bettors to unleash their sporting knowledge and provide engaging games for them to play, we are helping our operator partners to not only engage with a wider player base but also to fuel long-term retention. It really is a one-of-a-kind product and one we’re incredibly excited about. It’s already proving to be a top performer in LatAm.
Why has now been the right time to unveil Pick’Em Player Props?
Over the last few years, we’ve seen significant growth in the number of player proposition products. There are several reasons for that. Sports fans have shown a growing affinity for individual players rather than a team. They follow players on social media and engage with content featuring that player.
This reflects the wider trend we’re seeing: the new generation of fans is more in love with the players than the team itself. A great example of this is both Lionel Messi and Cristiano Ronaldo. Bettors worldwide would wager on either of those players and engage with their content regardless of which team they played for or what club they supported.
The appetite for player-driven betting is increasing dramatically, resulting in a greater demand for products specifically tailored to individual athletes.
With more traditional sportsbooks, however, we’ve found that there isn’t as much depth of product regarding player propositions – aside from goal scorer markets. We wanted to change that – we wanted to deliver a fun, engaging product that helps build a sense of community among players.
Since Pick’Em Player Props is also a hybrid of fantasy and sports, it can act as an attractive tool to facilitate new market entries, as fantasy sports are not regulated like sportsbooks or iGaming. Take the US for example. In most states, operators do not need a licence to offer a fantasy sports product. This is the case for many markets around the world, too. I believe this will be an attractive proposition for operators looking to expand their international footprint, and as a truly global provider, we’re here to make that happen.
In your view, what differentiates WA.Technology’s Pick’Em Player Props from other player props products on the market?
Currently, we are the only B2B provider to offer a player propositions product that combines sports and fantasy. A handful of companies in the US offer something similar, but they are all B2C companies – we are bringing something totally unique to the B2B space.
Fantasy Sports have always been popular in the US. But over the last 18 months, we’ve seen a meteoric rise in the demand for player proposition markets; we wanted to develop a product that caters to that growth in demand and delivers something unique for our partners.
For other player props products on the market, something that is worth noting is that the design and UX are doing little to engage Millennial/Gen Z bettors. This audience demands a streamlined UX that is easy to use. Our Pick’Em version has been specifically designed with this demographic in mind, although we have been careful not to disenfranchise other age groups. We have kept the design sleek, streamlined and easy to use to deliver that. It’s extremely well-designed compared to what you might see in a more traditional sportsbook.
The game is straightforward to understand because we have fixed multipliers. This decision differentiates us from more traditional products, where the multipliers vary depending on how many bets you place. It also makes the product much more accessible for players who might otherwise not be familiar with fantasy or player props.
Another major defining factor is that we have ensured players can add multiple bets from different markets together. On most sports betting sites out there, you cannot combine player props markets. You couldn’t, for example, have a bet slip combining Erling Haaland’s Over/Under Shots and Kevin De Bruyne’s Shots on Target. We know this is frustrating for many bettors. We wanted to eliminate that barrier and elevate sports fans’ experience.
How does the level of data granularity influence the design and effectiveness of player proposition betting products, particularly in terms of player engagement and personalised betting options?
We are very fortunate that the data feed we use for our player props markets is the best. We have a wide range of insights and data analytics available, giving us an edge over other companies within the space – this is a serious differentiator.
The enhanced data range means we can deliver many more bespoke, personalised betting options to players while also getting more granular with the markets we can offer.
Our Managed Services Team, which oversees all things trading, also closely monitors the markets that are most popular with players. For example, if we see an influx in bets on ‘shots on target’, we know how to create more promotions around this particular market. We can tailor the CMS to engage better with players and create a more personalised experience.
Players can also ‘favourite’ particular players and clubs. Any market featuring that player will automatically appear when the Pick’Em Player Props application loads up.
Are there any markets where you believe Pick’Em Player Props will prove to be particularly popular? If so, why?
In all honesty, I can’t think of a market where this won’t be popular! Regions such as LatAm present an enormous opportunity for the growth of player proposition markets. I believe we can really plug a gap in the products currently offered to bettors.
Across the continent, we’ve seen players show a real passion for player-focused markets, and we’re here to capitalise on that. In Brazil, for example, if we were to create markets on Neymar, I’d anticipate this would gain much traction!
The real selling point for Pick’Em Player Props here is that we offer an extensive range of sports and markets that cater to a broad audience – but within that, we can personalise sports and bet selections not to overwhelm the player. I’d expect that markets on football will perform exceptionally well across Africa and LatAm, while countries such as South Africa may have a stronger preference for Rugby or Cricket.
Ultimately, it’s about understanding the unique preferences of players within each jurisdiction our partners operate in and tailoring the product accordingly. With teams based in various markets worldwide, we can get to grips with the local knowledge and fully understand what resonates with bettors.
In your view, what are some of the factors behind the growth of player props products in the last 12 months? Â
Most definitely shows how sports media companies are incorporating more player-specific content into their roster. This already has a huge impact, and I can’t see it changing anytime soon.
Whether it’s interviews with specific players, post-match analytics on performance or even the inherent growth of social media, the balance is undoubtedly tipping more towards the player rather than the team.
Personalisation will also have a considerable knock-on effect on the growth of player propositions. Bettors want more bespoke offers, specific bet suggestions and more instant content tailored to their unique playing habits. With a product like Pick’Em Player Props, you can personalise that betting experience to your heart’s content.
It also becomes much easier for sportsbooks to align with a specific user’s interests when we deliver unmatched data analytics and levels of personalisation that are available via WA.Technology’s product suite.
In short, Pick’Em Player Props gives operators the tools they need to create wide-ranging engagement opportunities without sticking to the rigid sporting calendar, where sometimes you might have to wait several days between a game. By incorporating fantasy sports, we can deliver round-the-clock content much faster, therefore meeting the demands of players. If you want to find out more – make sure to stop by Stand 1095 at SiGMA!
Behind every stellar online slot is an equally stellar maths model. These are becoming more experimental as the industry flirts with an increasing array of innovative new mechanics. We spoke to Pablo Martinez, Math/Design Lead and Founder at maverick game studio Peter & Sons to find out more.
Do you have to be a maths genius to build a slot machine?
Nah, you don’t need to be a maths genius. It’s more about having the right mix of skills and loving what you do. You need to play a lot of games, see what’s working out there, and understand what makes them fun. Knowing maths helps, sure, but it’s more about creating something players want to keep coming back to.
Peter & Sons is known for making games that dare to be different, visually and thematically. Is the underlying math equally experimental?
Definitely! We love pushing boundaries, both in how our games look and how they play. Sure, it’s a bit of a gamble to have a bunch of games with unique mechanics, but we’re all about trying new things. Games like Peter Hunter and our upcoming Muddy Waters are great examples — they bring fresh gameplay and new experiences to the table. Each year, we try to put out at least one or two experimental titles, keeping things interesting while mixing them with more familiar styles.
Do you come up with the maths model first and then build the game around that? Take us through the process of building the game from start to finish.
We usually start with an idea for the mechanics first. We make a quick prototype to see if the concept can work with the maths. Then we bring in the art team to brainstorm themes that will fit well. Once we have a basic prototype, we go through a bunch of tweaks and changes until the art, mechanics, and maths all feel right together. It’s a back-and-forth process where we’re constantly finetuning everything to get the best balance.
Why do you think a mechanic like Megaways was so successful?
Megaways took off because it’s a fun, exciting mechanic that gave players something fresh, but smart brand marketing really helped it catch on.
Is there pressure as a slots developer to come up with the ‘next’ Megaways?
Not really. Coming up with new mechanics is always fun, but it’s not the only way to make a hit. Plenty of top games are just clever twists on classic mechanics. It’s more about creating a great experience that keeps players coming back, whether it’s something brand new or just a fresh spin on something more familiar.
Which slots are more popular, high or low volatility, and why do you think that is?
It depends on the market, but in some unregulated markets — and especially with some operators — high-volatility slots are really popular. A big reason for this is streamers. High-volatility games make for exciting content, so they get a lot of attention and hype online. That thrill factor really draws players in.
Which is your favorite Peter & Sons mechanic and why?
Right now, I’d say the fishing mechanic in our upcoming game Muddy Waters. It’s a new twist on the fishing genre that really brings something fresh to the gameplay. It’s exciting to take a familiar theme and make it feel totally different.
Tell us about the mechanics in your latest release, Barbarossa Revenge.
Barbarossa Revenge is a pirate-themed, high-volatility game with 243 ways to win. It’s a DoubleMax game, meaning the multiplier doubles with each cascade. You’ve also got Multiplier Jumps and a Cashout feature that guarantees wins. During Free Spins, the multipliers don’t reset and can keep growing unlimited. With a max win potential of 30,000x the bet, this game is a real thrill!
We’re only a few months away until the highly-anticipated Brazilian market launches, and it’s safe to say that the industry is on the edge of its seat waiting to see what lies ahead for the South American sleeping giant. But one company that is poised and ready to capitalise on the golden opportunities this market has to offer is Infingame.
Gabriel Pinto, Sales Manager at Infingame, outlines some of the recent developments taking place across Brazil as he discusses how Infingame is catering to the unique demands of players across the market.
Brazil’s regulated market is expected to officially launch on 1 January 2025. Now that we’re only a few months away, what are your overall expectations for the Brazilian gambling market once it is fully regulated? Where will the biggest opportunities be?
I think it’s an excellent move. For a start, the launch of Brazil’s regulated markets means that operators, suppliers and affiliates will be dedicated to protecting players under licensed market conditions. That includes fair play, responsible gaming and security – both in terms of transactions and technology. This, I believe, will help build consumer trust and participation in the market.
The regulation of the gaming sector in Brazil is also going to have hugely positive effects on job creation across Brazil. As we all know, this is an industry which has operated for quite some time – but the new legislation will help formalise various different sectors, including technology, customer service, marketing, commercial sales and much more.
Sportsbook, of course, is going to be massive, but I think many have overlooked just how exciting iGaming can be. So much of the retail-based heritage when it comes slots especially, is part of our culture already and has been for so many years. IGaming is really going to be the one to watch and given we’re one of the fastest-growing aggregation hubs in LatAm, we can’t wait to begin entertaining players in the regulated market.
Data has suggested that players in Brazil tend to prefer higher volatility verticals, such as slots. What motivates players to choose these games over others?
I think it all comes down to culture and history. We have a history of land-based gaming here in Brazil – for more than 100 years, we’ve had games in the street, card rooms, bingo, land-based machines. This is a sector which has become deeply ingrained in our culture.
As a result, I think slots have an air of familiarity among players. Players are aware of what slots involve, the various different games available to them, who the big-name developers are. I think that it is this affinity with the vertical that makes slots much more popular than other types of gambling products.
Players also understand that slots are a great form of entertainment – playing habits suggest that bettors across Brazil prefer low-stake, high volatility products, which reflect the fun nature of gaming when it comes to betting small and win big. They also create a sense of excitement that more traditional games might not manage.
Slots, in particular Fortune Tiger by PG Soft, have been incredibly popular with players. It really is a truly loved game here, and the title has become the go-to for many bettors – which isn’t necessarily the case in other markets around the world.
How do levels of engagement with high volatility games such as slots differ to that of live casino or table games?
Live casino is hugely popular with bettors across Brazil too! Over the last few years in particular, this vertical has absolutely boomed – and the reason for that is familiarity.
Slots have typically out-performed more traditional table games, but live casino is most certainly experiencing signifcant growth. The live casino suppliers that can effectively tailor their games to the local market – from featuring local, Brazilian croupiers to incorporating culturally-significant icons and designs – will reap the rewards of Brazil’s regulation.
At Infingame, we have a broad portfolio of games that have all been handpicked – our in-depth knowledge of each market means that we know each of the games on our platform will resonate with local players. We have spent a lot of time getting to know players, understanding what they like and what they don’t, what verticals perform well, the game designs that players enjoy – and everything else that comes with it.
With this in mind, are there specific game mechanics or themes that resonate more with Brazilian players? If so, why?
Anything with a local twist! We’ve seen a particular up-tick in football-themed casino games – this was a trend that was certainly prominent throughout the 2022 World Cup and the Copa America this year.
As a result, we’ve noticed that many operators are looking to include Brazilian themes within their slot offering, with many incorporating games that feature samba, football and local icons into their games. Of course, that makes perfect sense.
Another trend that we’ve noticed is that many operators are requesting exclusive, branded content to roll out to their players. They want slot titles and casino games that are developed specifically for their brand – be it joint ventures with game developers, or partnerships with local icons such as sports clubs.
I think that this is a trend that will continue long into 2025, as casinos look to make their mark on the local audience. Not only is it a great way to get your name out there, but it is also a much more cost-effective way to create a unique experience for your player base. Gambling is very much a commoditised industry; there is very little differentiation in the actual products and bonuses out there. Of course, exclusive games help to disrupt that status quo and bring something new to the table. This will definitely be an area to watch.
How do Brazilian players’ session lengths and frequency compare to those in other markets?
Players tend to gamble for longer periods of time, but with lower stakes. They see casino products as a form of entertainment, with many players usually enjoying the occasional bet during an evening or when they have a spare 30 minutes.
However, we should note that this trend differs depending on which device players are using. Those using mobile tend to enjoy shorter playing sessions, showing a preference for more high volatility games such as crash games and slots, while those on desktop tend to enjoy sessions ranging from 1-2 hours.
Those on desktop show similarities to land-based bettors – they tend to gamble in the evening, products tend to include more table games and traditional casino products, although similar to mobile, the stake tends to be lower.
How important is mobile gameplay in Brazil, and how does it impact player engagement and retention? How can brands best optimise their games to better suit mobile-first gaming?
It’s not just important, it’s critical! Everyone has a mobile device, and for many, this is the go-to platform in which to enjoy casino games. To not optimise your games to mobile devices would risk alienating a large portion of your player base.
In Brazil, there has been significant improvement in mobile connectivity and smartphone penetration, meaning that more players are able to access games via their handheld devices. But in order to create the most optimised experience, casinos and game developers must adapt their UI to suit mobile devices. Another consideration is developing games that are tailored to single-handed play – with many players enjoying casino products on the go, ensuring that your games cater to playing habits is essential.
Based on current player habits and preferences, what future trends do you expect to emerge in the Brazilian casino market, particularly in online slots?
As we’ve covered already, and I can’t re-enforce this enough, localised content that is tailor-made to the Brazilian market is going to be key. This will by far be one of the biggest trends. As operators flood into Brazil, there will be fierce competition among brands looking to amass market share and engage with new players – so the key to achieving that will be through providing content that they cannot get anywhere else.
I also think we will see slots and live casino continue to grow in popularity. Their high volatility and social nature will no doubt drive loyalty among players and keep them engaged in the long-term. And I think the final trend will be that we will see verticals such as crash games emerge as a front-runner among bettors – these products are simple to understand and highly engaging, a perfect recipe for players looking for entertainment!
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