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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.

Gambling in the USA

Chris Barranco Joins Quick Custom Intelligence as Director of Business Development

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Quick Custom Intelligence (QCI), a leading provider of AI-driven analytics and enterprise solutions for the gaming and hospitality industry, today announced the addition of Chris Barranco as Director of Business Development.

Barranco brings 25 years of experience leading high-performing teams, driving revenue, and building durable client relationships. He is adept at solution-selling methodology and full sales-cycle management, with a proven track record of mentoring top-tier account executives, delivering high-impact presentations, and retaining key accounts. Known for a tenacious approach to new-business development and customer loyalty, Barranco will focus on expanding QCI’s market footprint, strengthening the partner ecosystem, and advancing go-to-market execution across QCI’s product portfolio.

“I’m excited to join the clear market leader and work with the exceptional team at QCI,” said Chris Barranco, Director of Business Development at QCI. “QCI’s commitment to turning data into action aligns perfectly with my approach to helping customers achieve measurable revenue impact. I look forward to working closely with our clients and partners to accelerate growth and deliver exceptional outcomes.”

We’re delighted to welcome an industry veteran of Chris’s caliber to the QCI team,said Andrew Cardno, CTO and Co-Founder of QCI. “His leadership, mastery of solution selling, and passion for customer success will further strengthen our ability to scale, deepen client relationships, and deliver the operational results our customers expect.”

As Director of Business Development, Barranco will lead initiatives to expand QCI’s presence across key markets, refine sales enablement programs, and collaborate with product and customer success teams to ensure a seamless path from discovery to measurable value realization.

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WSOP® PARADISE 2025 REVEALS FULL TOURNAMENT SCHEDULE WITH NEW EARLY-BIRD PACKAGES

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The record-breaking poker festival in the Bahamas adds fresh events and exclusive perks for players booking early 

The World Series of Poker (WSOP®) today unveiled the complete schedule for the highly anticipated WSOP Paradise 2025, which will take place at Atlantis Paradise Island in the Bahamas from Dec. 4 through Dec. 18. This announcement also introduces two new, limited-availability early-bird packages, designed to provide players with unmatched value and exclusive benefits.

This year’s festival expands on its commitment to high-stakes action with a full slate of 15 WSOP gold bracelet events:

Event

Date

Buy-In

#1 Circuit Championship Mystery Bounty NLH – $5M GTD

Dec. 4

$2.5K

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#2 Triton PLO 6-Handed

Dec. 4

$75K

#3 Triton PLO Main Event

Dec. 5

$100K

#4 High Roller Turbo NLH

Dec. 6

$50K

#5 Triton Invitational – NLH

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Dec. 7

$250K

#6 Super COLOSSUS NLH

Dec. 7

$5K

#7 Super PLOSSUS PLO

Dec. 8

$10K

#8 Triton NLH 7-Handed

Dec. 8

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$125K

#9 Triton NLH Main Event

Dec. 9

$100K

#10 Triton NLH 8-Handed

Dec. 10

$150K

#11 Super Main Event NLH – $60M GTD

Dec. 10

$25K

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#12 8-Game Mix 6-Handed

Dec. 11

$10K

#13 High Roller PLO

Dec. 13

$50K

#14 GGMillion$ NLH – $10M GTD

Dec. 15

$25K

#15 The Closer NLH Turbo Bounty

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Dec. 16

$10K

This year’s WSOP Paradise features an expanded partnership with Triton Poker, the leading high-stakes tournament operator. In 2024, two gold bracelet events were curated by Triton; the number increases to six in 2025, with WSOP bracelets going to the winners of Event #2 Triton PLO, Event #3 Triton PLO Main Event, Event #5 Triton NLH Invitational, Event #8 Triton NLH 7-Handed, Event #9 Triton NLH Main Event and Event #10 Triton NLH 8-Handed.

To reward early registrants, WSOP is introducing two new early-bird packages for players looking to secure their seats, with both offering massive added value:

  • The $100K Paradise Package – limited to just 500 packages, includes a 13-night stay (Dec. 5 to Dec. 18), complimentary access to the WSOP buffet and a $500 food & beverage room credit. The deposit to secure is $10,000.

  • The $300K VIP Package – includes a 15 night stay (Dec. 3 to Dec. 18), complimentary access to the WSOP buffet, a $1,000 food & beverage room credit plus one á la carte meal from the Triton menu per day. The deposit to secure is $15,000.

For the first time at WSOP Paradise, resort fees are included in the package price, and the room credit is also provided for use throughout the resort. The full package amount must be played in WSOP Paradise events.

GGPoker will once again serve as the exclusive international satellite partner, aiming to send more than 1,000 players to the Super Main Event. WSOP Express and Road to Paradise qualifier tournaments are already underway in the GGPoker tournament lobby. Additionally, over 500 players are expected to qualify for the Circuit Championship through WSOP Circuit gold ring events (running from Jul. 1 through Dec. 2, 2025, both live and online), and ClubGG plans to send more than 400 players to the same event.

In an exciting new partnership, PokerStake will cover up to 50% of the unsold action for Circuit Package winners who choose to list their Super Main Event action on the platform.

“I said last year that a $50M guarantee was crazy, but adding another $10,000,000 on top is absolutely insane! The WSOP is bringing the biggest high rollers and the best poker experience possible back to paradise,” said Daniel Negreanu, GGPoker Global Ambassador. “With the new Super Mystery Bounty event and the expanded partnership with Triton, this is a can’t-miss festival for players of all levels. I can’t wait to be a part of it.”

“With the WSOP Paradise at Atlantis Paradise Island tournament schedule now set, the countdown to The Bahamas IS ON! This year’s lineup delivers an unbeatable mix of world-class events, record-breaking guarantees, and unforgettable poker moments in one of the most iconic destinations on the planet. From seasoned pros to newcomers, players from around the globe will find their place in paradise, and their shot at history,” added Joe Brunini, Chief Gaming & Customer Development Officer, Atlantis Paradise Island.

WSOP Paradise 2025 will feature a daily live stream from Dec. 12 through Dec. 18 on the WSOP YouTube channel, with CBS Sports Network television coverage planned for distribution in early 2026.

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Further details on event structures and schedules will be available on the WSOP+ app. The WSOP reserves the right to cancel, change, or modify the tournament or any tournament event, in part or in whole, without notice. Entry fees will be added to all events, and up to 3% of tournament buy-ins will be withheld for staff and operational costs. Guaranteed events are paid out after deducting the percentage for costs from the total prize pool.

Please follow @WSOP on X (formerly Twitter) and Instagram or check WSOP.com for more event news and updates: wsop.com/news/2025-wsop-paradise.

For more information on WSOP Express, please visit: ggpoker.com/tournaments/wsop-express/.

To book your Atlantis stay at exclusive WSOP rates starting from $199 per night, please visit: atlantisbahamas.com/wsop-in-paradise

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Fighting Game GOAT Justin Wong Joins BASILISK, Science’s Esports Team

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BASILISK, the global esports organization built to champion science, announced the signing of legendary fighting game competitor Justin ‘Jwong’ Wong as captain of its newly formed Fighting Game Community (FGC) Division. Wong will lead BASILISK’s entry into the FGC by recruiting players, developing community events, and creating FGC – science crossover content.

“Justin isn’t just a competitive genius – he is a cultural icon and humble leader within the FGC. We are incredibly proud to have him leading our FGC division and support the amazing work he already does for the community,” said BASILISK co-founder Christopher Bothur.

A nine-time Evolution Championship Series (Evo) Champion and Guinness World Record holder, Wong brings unparalleled FGC credibility and expertise to BASILISK. His reach extends across the entire FGC fandom of millions, and he was immortalized in Evo Moment #37 which has over 100 million views.

As Captain of BASILISK FGC, Wong will leverage BASILISK’s data analytics to scout and train the next generation of FGC pros.

“Math is super important to fighting games. I’m excited to join science’s esports team. I’m passionate about finding promising players with a positive mentality and shaping them into the next big thing. I want to see somebody else in the spotlight after me and help them reach their potential. If we can discover the next world champion, that would be fantastic,” said Wong upon joining BASILISK.

The signing comes on the heels of BASILISK’s new partnerships with The Planetary Society and Caltech’s Institute for Quantum Information and Matter (IQIM), announced in July. These collaborations create a powerful bridge between renowned scientific institutions and gamers, which Wong will amplify to his millions of followers and fans.

“Justin is a dream addition to our organization. He exemplifies the dedication and analytical capacity required to be an esports champion or great scientist,” added BASILISK co-founder Hans Kassier.

Wong becomes the second “GOAT” (Greatest of All Time) to join BASILISK, alongside Finnish StarCraft 2 legend Joona “Serral” Sotala, who just captured the SC2 Esports World Cup Championship in July 2025. The signing also creates opportunities for cross-over content with BASILISK’s diverse roster, including chess Grandmaster Vincent Keymer and award-winning science communicator Kyle Hill, who brings over 2.5 million followers and a vast network of science enthusiasts to the organization.

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