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Martin Hodges appointed Vivo Gaming Marketing Director as the company expands – European Gaming Industry News

Martin Hodges appointed Vivo Gaming Marketing Director as the company expands
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SOFTSWISS is pleased to announce the launch of 24/7 B2B support for all Games Complex clients. Previously, requests received by the Game Aggregator after midnight were only processed in the morning. Now, all customers will be able to contact B2B customer support specialists at any time of the day.

Currently, Game Aggregator B2B customer support is available in two languages: Russian and English. Customer support staff is always available via the Jira Help Desk, where Game Aggregator customers can create an order ticket. B2B support is prioritized: the highest priority goes to requests about too many games not working properly or winnings that need verification.

The time it takes to resolve issues depends on the prioritization and complexity of the ticket. On average, each new request is processed in no more than 40 minutes. The team typically resolves 95% of requests without involving additional specialists, such as technical engineers.

Currently, the Game Aggregator B2B Support team has approximately 30 employees, divided into four main teams:

  • Customer Support deals with customer issues that arise during the game process (such as investigating player activity due to fraud).
  • Game Aggregator Setup is responsible for connecting gaming providers to client casinos, handling the communication process, documentation, and technical aspects.
  • The game release is responsible for managing the addition of new game titles within the Game Aggregator system.
  • Partner Portal is a new direction of Game Aggregator and is currently in development. Its main goal in the future is to always be in touch with game providers.

This ensures that SOFTSWISS Game Aggregator customers receive full-cycle support, as well as fast, high-quality solutions to any problem. This is especially important considering that SOFTSWISS Game Aggregator currently has over 11,800 games from over 170 game studios.

Yauheniya Matsiuk, Head of SOFTSWISS Game Aggregator B2B Customer Support said: “The launch of 24/7 support is a big and important step in the development of B2B support for Game Aggregator. After all, our primary goal is to stay connected at all times to help SOFTSWISS Game Aggregator customers and players resolve issues as quickly as possible. Thanks. to 24/7 supportMail is now closer to this goal. Today, a team of professionals works around the clock to ensure that our global customers receive first-class service, no matter where they are in the world.”

About Softswiss

The Game Aggregator API connects over 11,000 games from over 170 game studios to the casino, sports betting and poker brands through a single integration.

SOFTSWISS is a well-known iGaming expertAnd Providing certified software solutions for managing online gambling operations. The company has an international team of more than 1,000 employees with official presence in Malta, Belarus, Poland and Georgia. SOFTSWISS owns a number of gaming licenses, including Curacao, Malta, Estonia, Belarus, Belgium, Sweden, Nigeria, Ghana, Serbia and Greece. The company has a wide range of products, which include Online casino platformand Game Aggregator with thousands of casino games, and Affilika Affiliate Platformand Sportsbook Platform and Jackpot Aggregator. In 2013, SOFTSWISS was the first in the world To offer an optimized Bitcoin online casino solution.

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