Games
Level up with a top-notch player experience partner
Serving some of the largest titles and most exciting entrants, we know what it takes to delight players and keep them playing. Focus on building the best games while we deliver your loyalty-building player support.
Trusted by leading games studios, including:
Scaling to meet demand
To meet evolving player demands, we launched in-app support for SDK-enabled games for all mobile and tablet operating systems, as well as content moderation support. Today, thousands of tenured team members support players in multiple languages with leading KPIs and high team engagement.
Improving processes
As the CX partner for a global social games client, we initialized a “CSAT Improvement Plan.” This included a proprietary operations guide to promote frontline response consistency, better processes to build upon program successes and increased monitoring of accuracy scores to feed into our compliance management systems.
Investing in player teams
Moving in-house to outsourced
For a large social games account, we created a development program to coach and mentor young leaders and upskill tenured inbound care advocates to outbound sales specialists. The program led to increased VIP sales, improved player satisfaction and greater ROI.
Moving in-house to outsourced
Moving in-house to outsourced
A U.S.-based games publisher, developer and esport tournament giant wanted better player support and enhanced recruitment strategies. We smoothly transitioned their in-house player support practice to an outsourced model, while maintaining their games culture with full client branding backed by a separate, secure operations network.
Building team engagement
A popular mobile games development company was struggling to maintain team engagement during rapid growth. With flexible schedules that included time for gameplay, inspired workspaces, open communications, monthly recognition and more, we improved engagement, driving over 83% in player satisfaction.
Games security
When the client began their transition from in-house to outsourced support, they looked to our Games CoE to protect their brand. This meant replicating their games culture within our sites while proactively addressing IT security and information safeguarding. Eight years later, the partnership continues to expand.
Player Support / Experience
Go for the endgame: loyalty-building support, every time
Drive efficient, personalized player experiences via a support team that lives and breathes your game. Our experienced player support advocates cover all channels and player issues from activation to game play.
- Email, chat, social, voice support
- Game play, in-game support, escalations
- Activations, billing, payments
- Player engagement / retention
- VIP concierge support
- Omnichannel CX
Player Analytics
Turn data into actionable insights to drive player conversion
With a focus on 360 player analytics, we constantly measure how your player support team is performing via the satisfaction of your players. Our view towards continuous KPI improvement keeps everyone asking, “how can we do even better?”
- Player 360 analytics
- Loyalty & Retention
- Anticipatory CX
- Innovation / Business Intelligence (BI) teams
Moderation, Trust & Safety
Keep your communities clean and players safe
Whether leveraging our AI solutions to help automate content moderation, or empowering your frontline team members to drive a safer player experience, we are proud to support all efforts to make the internet a better place. Our trust and safety solutions are used by games brands big and small.
- Content moderation - for toxicity, threats
- Proactive risk management
- Fraud prevention
- Player & team member wellness / safety
Process Optimization & Improvement
Optimize your workforce with people, data and tools
Running a support organization from end-to-end is our thing. From talent acquisition and training, to forecasting volume fluctuations, to real-time performance monitoring, to backend systems, we’ve got your support operations covered.
- Learning & Development / Training
- Workforce Management / Forecasting
- Performance Management dashboards
- Support Systems - ticketing, knowledge bases
AI & Automation
Leverage intelligent automation to unlock even more potential
Empower your teams and enable your tools with artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) - to name a few. Our AI and automation solutions cover the entire digital CX value chain.
- Ticket system automation
- Self-help automation via bots, RPA, agent assist tools, visual IVRs
- AI data solutions for model training
IT Lifecycle Support
Support your organization with a strong IT foundation
Beyond the games, our IT lifecycle expertise enables your entire organization. Don't let legacy systems or disparate technologies hold you back. We have experience supporting the diverse IT and cloud enablement needs of companies across the games landscape.
- IT integration & modernization
- Network operations
- Cloud enablement
- Internal IT - service desk