Case Study: NYX Gaming Group achieves scalable 24/7 omnichannel support and faster response times with Zendesk Talk

NYX Gaming offers omnichannel customer service with Zendesk

NYX Gaming Group, a major supplier to licensed online casinos, needed a scalable, omnichannel customer service platform after rapid growth and acquisitions to support 24/7 branded support across multiple contact centers while meeting strict compliance and faster response expectations. To unify multi‑brand workflows and preserve partner branding, NYX selected Zendesk Talk (alongside Zendesk Support and Zendesk Chat) for its omnichannel, white‑labeling and API integration capabilities.

Zendesk Talk helped NYX roll out Zendesk Chat to hundreds of agents within weeks, centralize tickets and customer histories, and add telephony features (IVR, call recording) for compliance. The solution reduced training time and tool sprawl, shortened handle times, improved first contact resolution and response metrics, lowered overall ticket volume via self‑service, and enabled faster, more auditable investigations through attached logs and transcripts.

NYX Gaming Group

Steve Ross

Head of U.S. Customer Service