NetX runs customer support across several iGaming brands, each with its own promotions, rules and tone. But its support operation was split across multiple tools, with voice managed separately from email and chat. Agents had no single view of the customer, and NetX had no single platform built around the way its multi-brand operation worked.
NetX moved from LiveAgent to BlueTweak, bringing email, chat and voice into one platform and migrating its full customer history in just one month.
Background
NetX operates a multi-brand iGaming business, handling more than 5,000 interactions a month across email, chat, and voice.
Supporting multiple brands around the clock adds another layer of complexity. Each brand needs its own intake, configuration and customer experience, while agents still need access to the full context of every interaction.
NetX's existing setup made that difficult. Its channels were spread across separate tools, with voice sitting in a system of its own.
The Challenge
NetX needed a support platform that could bring its channels together without flattening the differences between its brands.
- Separate channels: Email, chat and voice were managed across different systems, with voice operating independently.
- Fragmented customer history: Agents couldn't see a customer's full history across channels in one place.
- Multiple brand requirements: Each brand needed its own intake, configuration and routing.
- Limited flexibility: The existing LiveAgent setup wasn't designed around the needs of a multi-brand operation.
The Migration
NetX moved from LiveAgent to BlueTweak in a single month, bringing its support channels together while keeping the customer context agents already relied on.
From Separate Systems to One Support Platform
BEFORE
- LiveAgent
- Email + Chat
- Voice in a separate system
- Fragmented customer history
MIGRATION
- Full customer history transferred
- Multi-brand intake configured
- Routing and dynamic fields set up
AFTER
- BlueTweak
- Email + Chat + Voice
- One customer view
- Multi-brand support on one platform
Live in one month, with full customer history intact.
The Solution
BlueTweak gave NetX a single workspace for its support operation, while allowing each brand to retain the setup it needed.
- Unified channels: Email, chat, and voice now run through one platform, bringing voice into the same view as the rest of the support operation.
- Core AI on every interaction: Summaries, translation, call transcripts, routing and dynamic fields help agents work with the information they need.
- Multi-brand intake: Webforms and chat widgets can be adapted to each brand, so customers get the right experience from the start.
Routing sends each brand's contacts to the right team, while dynamic fields capture the brand-specific information agents need on the first touch. Instead of forcing every brand through the same template, BlueTweak was configured around how each part of NetX’s operation actually works.
The Results
NetX now has:
- 5,000+ monthly interactions managed across email, chat and voice in one platform.
- One customer history across channels, giving agents the context they need without switching systems.
- Multi-brand routing and intake, so each contact reaches the right team with the right brand information.
- A one-month migration, with full customer history carried across from LiveAgent.
The result is a support operation that works around NetX's multi-brand structure, rather than forcing every brand into the same setup. Agents can see the customer's history, regardless of channel or brand, while NetX has a single platform to manage the operation.
What's Next
With its core support operation now consolidated, NetX is exploring further automation at the interaction level, channel by channel.
Conversational AI for chat and voice, along with AI-proposed replies, are being considered as volumes grow. These capabilities can be introduced gradually on the same platform, allowing NetX to expand automation without adding another layer of technology to its support operation.
Ready to simplify multi-brand support?
Bring email, chat, and voice together, give agents a complete view of every customer interaction, and manage multiple brands from one flexible platform.
See how BlueTweak could work for your support operation and book a demo today.
