Real-time player support analytics for iGaming

iGaming Industry

Gain insight into player sentiment, monitor crucial conversations, and equip agents to provide exceptional support.

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"EdgeTier plays a crucial role in responsible gaming by ensuring that all communications are immediately flagged to our safer gaming team, enabling timely intervention."
Maria Tsegka, Head of Customer Operations. Novibet.

How EdgeTier can help your casino & sports betting customer support teams

Ensure exceptional customer experiences from registration and beyond.

All your customer data in one place

EdgeTier connects directly to your support system, analyzing chats, emails, calls, and surveys to deliver clear insights into why customers are contacting you.

Real-time anomaly detection

You receive automatic alerts about issues you might not even be aware of, such as players being unable to sign in to their accounts or place bets on live games.

Insights you can rely on

By uncovering the root causes of player frustrations, you can provide valuable insights to your team, helping improve gaming services and enhance the experience for VIP customers and other key segments.

4 ways EdgeTier improves CSAT for iGaming Industries

Spot red flags in real time and protect your CSAT

Do you rely on your agents to spot problems? EdgeTier monitors for emerging issues, including those small, easily missed ones, so you can have peace of mind knowing that nothing goes unnoticed.

Resolve customer issues faster

From blocked withdrawals to promo errors, real-time analysis of customer interactions offers full visibility into contact reasons. Quickly identify issues affecting NPS and response times, while sentiment analysis reveals the sources of frustration among your players.

Immediate alerts for responsible gaming and other sensitive topics

Receive instant alerts for responsible gambling and other sensitive topics in your contact centre. Our system continuously monitors customer language to identify "triggers" for high-priority issues and sends immediate notifications when they arise.

Targeted QA that helps agents up their game

Achieve 100% visibility into potential issues that manual reviews overlook. Our system identifies whether agents are adhering to policies, pinpointing factors that cause frustration and impact metrics like AHT, CSAT, and response times. Concentrate on the interactions that matter most.

EdgeTier x Novibet Testimonial - Customer success story — Afroditi Pina
Director of Customer Service, Novibet

Key Features

Real-time anomaly detection
Targeted agent coaching
Customer emotion detection
Cross-channel monitoring
Multilingual capabilities
Automated sentiment analysis

Capterra rating 4.9

G2 ratings 4.5

EdgeTier for iGaming

Before EdgeTier
- Relying on agents to catch and report customer issues manually.
- Knowing there's a rise in contact volume but no idea why or which customers are affected.
- Stressed because you rely on word of mouth of agents on customer issues.
- Spending too much time on manual QA with limited insight into agent conversations.
After EdgeTier
- Proactive AI alerts that catch issues before your agents are even aware.
- Easily identify the root cause behind a surge in contact volumes and know which customers are affected.
- Visibility of high-priority topics with predetermined automatic tagging.
- Use automated agent QA for targeted training, boosting loyalty with an excellent customer experience.