GAMING
Together, we can overcome your biggest challenges.
Overcome player support and in-game revenue challenges with innovative, scalable support and AI-driven solutions.
Ensure seamless spike balancing to support your content drops, game updates, and new launches.
Protect players by safeguarding personal data and prevent fraudulent activity.
Offer self-service options to handle a growing client base.
Support players and their need for hyper personalization wherever they are, in real time.
Leverage advanced analytics and AI to enhance player support, predict churn, and increase sales.
Navigate the evolving regulatory landscape, wherever your players are.
Spike balancing
Ensure seamless spike balancing to support your content drops, game updates, and new launches.
Online and in-app safety
Protect players by safeguarding personal data and prevent fraudulent activity.
Self-service options
Offer self-service options to handle a growing client base.
Meet users where they are
Support players and their need for hyper personalization wherever they are, in real time.
Understand what users want
Leverage advanced analytics and AI to enhance player support, predict churn, and increase sales.
Evolving regulations
Navigate the evolving regulatory landscape, wherever your players are.
Put more than four decades of continuous innovation to work for your business
Lead the way in delivering real-time player support, elevating in-app purchasing, and delivering the exceptional gaming experiences that will keep them coming back.
• Accounts issues: login problems, lost or hacked accounts recovery, bans and complaints
• Gameplay issues: missing purchased items, rewards, malfunctioning features and mechanics clarification
• Technical support: bugs on mobile or PC
• Billing and refund inquiries
• Moderation of voice, text, image, forums/communities, and users’ names, skins, and avatars
• Troubleshooting of reported missing loot
• Item restoration if the item is accidentally destroyed
• In-game general requests like guild ownership disputes, PvP (Player vs Player) rewards and phasing issues
• Online tournament registrations and queries
• Local event hosts’ coordination, including all streaming management
• Change and complaints management
• Active engagement with VIP YouTubers, influencers, eSports organizations, content creators and community members
• Digital marketing for event promotion
• Local support under global governance
• Materials localization
• QA check and control of products
• App Store game title/Apps certification
• Implementing penalties for improper or fraudulent behavior
• Moderating, filtering, and maintaining in-game messages
• Investigating fraudulent refund requests, loot box and game currency fraud
• Application development, Smart Video assistance and AI/chatbot solutions
• Knowledge base development
• Troubleshooting for consoles and controllers, repair requests, and support for online store-related inquiries
• User-generated content moderation, in-game
• Ad moderation and monetization
• Data and asset labelling
• B2B and B2C e-commerce and payment fraud
• Digital media copyright for streamers and influencers
• Application and developer support
• Social media and community management
• Identity and account authenticity
Explore our market-leading Global Trust and Safety Services
• Regulatory due diligence checks, KYC (Know Your Customer) onboarding and age verification, document check (geographic-specific) and approvals
• AML/CFT (Anti-Money Laundering/Countering the Financing of Terrorism) onboarding flows, audits, and validation
• PX (Player Experience): Watchlist monitoring and tracking, and responsible gaming
• Gaming inquiries: bonus or top-ups
• Winnings, odds, draws, playing limitations, responsible gaming (loyalty, customer lifetime value), account deposits, winning tickets cash outs, loyalty schemes handling
• Gaming apps, how-to online inquiries
• Store facilities/offerings (land-based networks) and gaming terminals troubleshooting (Point of Sale Systems, Video Lottery Terminals, Self-Service Betting Terminals)
• Accounts receivables
• Risk indicators setup, periodic risk categorization review, intensified monitoring for high-risk accounts and player risk profiling
• Suspicious transactions reporting
• Anti-fraud management review
• Improve KPIs: low AHT (Average Handle Time) rates, and high FRT (First Response Time), FCR (First Contact Resolution) and resolved PX (Player Experience) rates
• Measure KPIs against targets and operational performance analytics
• Management and regulatory (responsible gaming) reporting and SARs (Suspicious Activity Reports), STRs (Suspicious Transaction Reports), and data profiling
• Quality assessment and ad-hoc reporting
Real-time context and AI-assisted knowledge management
Helps TP experts to resolve player/developer questions and inquires in real-time with full context and AI-assisted knowledge management.
Champion development
Our employee engagement platform drives team success through coaching and personalized challenges.
Training and sandbox learning
Simulated real-world interactions integrated into training better prepares our experts for actual situations, complemented by sandbox learning to promote a learn-by-doing approach.
Real-time analytics and FAQs
Helps executive leadership make better business decisions and drives continuous improvement.
Multilingual interactive support
Automated multilingual customer support with real-time interactions management.
