Case Study: Betway scales global growth and boosts agent productivity with ConnexAI's Omni platform

Betway - Customer Case Study

Betway, a multi-billion-dollar betting and gaming brand with licences across Europe, the Americas and Africa and partnerships with over 60 teams and leagues, needed to scale customer communications to support rapid international growth and a diverse, multi-channel customer base. To consolidate channels and meet varied customer preferences (phone, live chat, SMS, social), Betway chose ConnexAI’s Omni platform.

ConnexAI implemented its Omni platform with CRM integration, omnichannel routing, real-time wallboards and built-in quality management. The result: agents now work from a single interface, use canned responses to handle interactions faster, and managers gain live service‑level visibility—driving higher agent productivity, quicker contact throughput and a more cost‑effective, scalable customer‑service operation. ConnexAI’s solution directly enabled Betway to scale and improve customer engagement across territories.

Betway

Morne Van Deventer

Contact Centre Manager