Winning CX in a Highly Regulated Industry
NQX provides cost-efficient lottery and gaming support so players feel confident in every interaction, respect your regulatory environment, and keep coming back.
Meeting the Unique Demands of CX in Lottery and Gaming
Players expect instant access to support across web, mobile, and retail channels, especially during big jackpots and live events.
When technical problems drag on without clear timelines or proactive communication, players lose confidence in both the platform and its customer service.
Many contacts involve high-stakes moments (e.g., big wins, missing loyalty points, disputed outcomes), where any perceived unfairness or slow resolution erodes trust.
CX teams must balance fast, friendly support with responsible gambling requirements, which can slow down resolutions and frustrate players.
Extra identity checks and security steps are necessary but often perceived by players as friction or "red tape," increasing complaint volumes if not well explained.
Call and chat volumes spike around major draws, technical outages, and promotions, making staffing, training, and quality assurance challenging.
High-Value Experiences Across the Player Lifecycle
Ticket Purchase and Jackpot Draw Assistance
Account and Winnings Inquiries
Prize Claims and Verification Management
Pre- and Post-Game Support
Live Chat, Email, and Social Media Management
Loyalty, VIP, and Retention Campaign Support
Complaint Handling and Responsible Gaming Escalation Resolution
How We Work Together
Schedule a Discovery Call
Get a CX Strategy Aligned to Your Gaming and Regulatory Goals
See Real Gains in Player Engagement, Trust, and Lifetime Value
Why Lottery and Gaming Organizations Choose NQX
Intelligent Agent Assist Solutions
Analytics-Powered Personalization That Converts
24/7 Voice and Non-Voice Support
Bilingual Support Across English and French
Email, Chat, and Social Media Expertise
Onshore Operations in Canada with Offshore Support Teams for Scale and Savings
