GENESYS：2024年电子游戏和体育博彩运营商如何改造联络中心以获得新的竞争优势报告（英文版）

Player expectations are higher than ever. They demand personalised, low-effort journeys all the time; from registration, verification, first deposit and first bet placement to withdrawal, setting deposit limits and safe gambling checks. The challenge for operators is balancing this intimate, immersive experience with robust compliance and player protection controls. This can’t be achieved sustainably at scale with human effort alone. It requires a CX strategy that leverages AI-powered digital so