Provide the ultimate gaming experience to your community

We help top-tier global game producers level up with a high quality, engaging customer experience (CX) and error-free player support.

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Gaming

CX in Games and Entertainment: Investing in the future

Reports predict that the gaming industry revenue will increase from $198 billion in 2021 to $340 billion by 2027 thanks to growing communities and fandom. To make sure that each player feels unique and valued, companies will need to invest in top-notch CX, with the right know-how approach and tools.

Our method

Pontica's winning formula

Our proven methodology, tailored approach, and large talent pool work in synergy with your community culture and develop custom solutions in line with your own business needs.

The result - players receive first-rate, lag-free CX at all times while their pain points are addressed and resolved easily and efficiently.

How we help Game brands

As an international, award-winning BPO and ITO provider, we won’t simply design and build your CX solutions – we will integrate, manage, and continually improve them in line with your current business goals.

Omnichannel player support

We boost the CX by providing omnichannel in-the-game and outside-the-game player support, community management, and advanced anticipatory tools. Our experienced player consultants assist with activation, billing and payment issues or gaming questions or issues, as well as community management on Discord, Reddit.

Business intelligence tools

With our business intelligence tools, we can analyze and structure all interactions, presenting you with detailed information on your players’ feedback and inclinations. We continuously measure player satisfaction levels and assess team performance.

Community and content moderation

Your players’ safety and trust are our top priority. We provide a clean gaming ecosystem by establishing safe and secure gaming space through community and content moderation.

AI solutions

Human talent combined with AI bring the gaming experience to a whole new level. From real-time language translation to intelligent automation, we have you covered for the entire customer journey chain. We apply data and machine learning to build predictive analytics that react to clients’ behavior changes.

Recruitment and talent solutions

You can rely on us to address your recruitment needs for a quick scale-up of the company. We excel in optimizing team structures, sizes, and management, and allow you to achieve more with less.

Our mission and capabilities

At Pontica Solutions, we won’t simply design and build your CX solutions – we will integrate, manage, and continually improve them in line with your current business goals. 

We offer a wide range of solutions, including player support, community management, localization services, 2nd & 3rd level technical support, e-store games support, self-service management.

Volumes handled

Per month

Per year

Game industry standard

7000 contacts

Pontica Solutions

9000+ contacts

Game industry standard

84 000 contacts

Pontica Solutions

110 000+ contacts

94%

CSAT score

"There is a true alchemy between our company and Pontica’s team. They are very flexible and involved in all our projects so when I have to make a decision that will influence the users, I know that I will go to them for a piece of advice"

Romain Garnier

Customer Support Manager

Efficiency showcase

Winning the CX Game

Learn how we leveled up the customer experience of a global Gaming leader and paved their way to operational success.

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We are part of your growth journey by helping you to win the CX game.

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