|iGaming software developer, CryptoLogic, is to strengthen its support services for online players with the launch of the 'Interactive Intelligence' system.|
The customer service system, which already incorporates a 24/7, multi-lingual contact centre, has now been enhanced to automate the routing of requests to the best representative, who can then manage all interactions with players via telephone, fax, emails or chat, all from a single source platform.
Lewis Rose, CryptoLogic's President and CEO, said, 'We’ve said it time and time again: we’re listening to the players and know what they want. Our enhanced contact centre system enables CryptoLogic to provide the smart, customised support and service that players want – quickly and efficiently.”
The new system offers real-time visibility into current and historical contact centre operations, so staff can be allocated optimally to address issues in priority sequence and to maintain superior service levels regardless of contact volumes.
A.J. Slivinski, Managing Director of WagerLogic Limited (CryptoLogic’s licensing subsidiary) said, 'Future enhancements to the contact centre will expand our Customer Relationship Management solution and allow customer service representatives to be more proactive in providing marketing support.'