Agile customer management with a scalable cloud solution

Online gambling company BetFlag has transformed its contact centre technology with a scalable cloud solution that meets its customer management needs. And with the Genesys Cloud CX™ platform, the BetFlag team continues to provide excellent customer service — even remotely.

Enabled

work from home

Streamlined

data management

Retired

legacy technologies

Ability to scale

for future growth

The availability of an efficient multichannel and multimedia contact centre platform is essential to ensure the value of every single need and any recommendations suggested by the customer.

Domenico Galizia

CEO

BetFlag

Making innovations a sure bet

Created in 2012 by an Italian entrepreneurial group, BetFlag is an online gambling company that’s based entirely on its proprietary technologies. It covers the entire range of online gambling and has released several innovative services for the Italian market.

BetFlag, a trustworthy brand that aims to continuously improve its services, has always been attentive to its customers’ needs. At the end of 2019, after careful analysis of its systems, BetFlag realised it needed to update its contact centre platform.

“In use since 2012, the previous platform was dated and it was no longer suitable for our demands,” said Domenico Galizia, CEO of BetFlag. “The first step was the search for a cloud-based platform — that was both scalable and modular — and supplied by a brand that guaranteed corporate solidity as well as performance strength. We chose the Genesys Cloud CX solution thanks to the technical support of our partner TechneValue.”

With Genesys technology and the support of integration partner TechneValue, BetFlag has grown into an online sports betting provider.

“The availability of an efficient multichannel and multimedia contact centre platform is essential to ensure the value of every single need and any recommendations suggested by the customer,” added Galizia.

Streamlined data management

Genesys and TechneValue have been crucial to BetFlag since the beginning of the project.

“Converging on the contact centre, Genesys Cloud CX platform combined with TechneValue service has turned out to be the best decision,” said Galizia. “Even in the after-sales stage, shortly after the release of the project, the rollout process and subsequent support, Genesys and TechneValue have proven to be precise and professional.”

This has led the company to streamline data management and retire legacy technologies. And this project has empowered the BetFlag team to work from home for about a year — allowing the company and its employees to overcome the challenges of the COVID-19 pandemic.

Since updating its contact centre platform, BetFlag has been exploring the potential of Genesys Cloud CX.

“We at BetFlag always want to grow and provide our customers the best possible experience, and with Genesys Cloud CX we are certain to be in the best possible position to achieve it,” concluded Galizia.

At a glance

Customer: BetFlag

Industry: Online gambling

Location: Italy

Challenges

  • Retire legacy contact centre platform
  • Update technology with a scalable, modular platform
  • Improve customer engagement

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