Unlock the power of end-to-end, personalised player engagement, all in one place, with the Player Engagement Centre tab in IMS. 

The Engagement Centre brings together all Playtech’s industry-leading personalisation and communication tools in one central location within IMS and is a key deliverable in our Platform 2.0 program – giving you everything you need to engage your players at every stage in their lifecycle.


27889-3-green-tick-thumb.pngFoster engagement from day one with anti-churn campaigns

27889-3-green-tick-thumb.pngAdd a personalised feel with birthday bonuses

27889-3-green-tick-thumb.pngReward regular players with targeted VIP campaigns

27889-3-green-tick-thumb.pngBenefit from BetBuddy integration to deliver bespoke safer gambling messages

Contact to find out more today!


Player Journey

Player Journey enables you to guide players towards specific goals by providing the tools to build, test and automate an individual journey, creating the optimum lifetime-cycle experience. Each journey compromises of a set of activities the player needs to go through to reach a specific goal; for example, making a certain number of deposits. You can also apply additional conditions, such as playing a specific game. With Player Journey’s Milestones feature, you can set up various “prompts” along the way to encourage players to complete their journey, such as in-game messages reminding players how close they are to a goal, or incentives to keep the player engaged; for example, free spins to get them closer to a minimum number. Journeys are built using a set of categories – Message, Awards, Bonus, Player Details and Responsible Gaming, with the use of Flow Blocks. Flow Blocks control the progress of a journey – whether it splits based on a condition or event, or at random – and also includes Wait Blocks, where you can control the timings within which an action needs to happen. In the example below, the journey tests the effectiveness of different communication options to try and identify what type of engagement will work best. 45% of the players were engaged through Toaster messages, 45% through the use of in-game messages








Key capabilities

  • Automation - automate your CRM activities and easily manage in one place
  • Monitoring Campaigns – track real-time player behaviour and define the right moment to tailor activity within the campaign
  • Responsible gaming capabilities - allow responsibility gaming activities to be set easily (deposit limit and loss limit)
  • Rewards – ability to issue rewards at set intervals (e.g. every 24 hours)
  • In-game communication – send players on different journeys based on their response

Campaign Planner

Campaign Planner is a ground-breaking, data-driven campaign creation, delivery and personalisation tool. Create campaigns via an intuitive interface, targeted to individual players or defined customer segments. Data-driven player clustering allows you to design bespoke campaigns for sub-sections of your audience, easily creating A/B tests to evaluate the effectiveness of different approaches.

Real-time Player

Clustering Engine Our Real-time Player Clustering technology – allowing you to create infinite, condition-based player clusters to target your marketing activity as tightly as possible. Once you have created a cluster, players are automatically moved in or out depending on whether they meet the conditions at that precise moment, making sure the most relevant activity is triggered when the player is at their most engaged. Rather than creating separate rulesets for each player interaction, with Clustering, you can simply create one ruleset with a tag and use that tag everywhere. Multiple conditions can be combined in a single cluster for the most effective targeting, with players potentially eligible for several.


Engagement Centre also includes other data-driven tools - please contact us to find out more.

The Engagement Centre is home to a full communication suite, giving you everything you need to contact and engage with your players in the most effective way at the optimum time.

In-game messaging

Interact with players at their most engaged – as they play. Available in pop-up format or a less intrusive “toaster” style, in-game messages can be sent manually or automatically based on pre-defined triggers. Tackle potential churn, share special offers, send safer gambling messages, encourage cross-sell and more.










Lobby messaging

Configurable to fit your brand and match the design of in-game messages, lobby messages appear as an overlay in the lobby area. Bring promotions and challenges such as leaderboards to life with a range of image and animation options, including GIFs and transparent backgrounds.

SMS and Emails

Manage your offline communication in conjunction with real-time communication. Use within campaigns or as automatic responses to specific player journey events.

Inbox 2.0

Easy two-way communication between you and your players, with CSS styling options to personalise the widget to your brand.


Engage with players at any time, even when they are offline, with automated, personalised push notifications on mobile and web browsers.

Chat widget

Easily embedded anywhere on-site, the Chat Widget can be triggered in real time by events or player behaviour to put your support team in touch with players.

The Engagement Centre is fully linked with all IMS bonusing tools, including Free Spins and Golden Chip, meaning you can boost the power of your Campaign Planner and Player Journey campaigns with instant bonusing. Additionally, the Engagement Centre includes:

Loyalty Points

Loyalty Points allows you to award and manage points across Casino, Live Casino and POP, enabling you to boost your players’ activity further and giving you control of where and when your players will get the most back from your Casino. Loyalty Points leads the way to a more personalised experience. This can be achieved through the configurable rates at which your players generate Loyalty Points, and - more importantly - how players can now convert Loyalty Points into casino bonuses such as Free Spins and Golden Chips. By setting up the points accrual rules and bonus conversion rules with all the flexibility that Playtech’s IMS can provide, you can provide a truly unique casino experience for your playersimage2.PNG

Playtech Leaderboards

Reward players with the opportunity to win extra prizes and points through real-time, targetable Leaderboards, boosting engagement. Create Leaderboard tournaments open to all your players, or highly targeted Leaderboards for specific segments. Control featured games and stake and win amounts, add “boost” events and more. Leaderboards offer a range of options to encourage safer gambling and minimise the incentive for harmful play; for instance, limits on the number of individual bets eligible for points qualification.


Game Modifiers

Give players something extra and engage them for longer with Game Modifiers. Available for selected titles, modifiers allow you to unlock special features and options to enhance player experience – for example, extra characters or symbols, or increased RTP – either automatically via pre-defined rules or manually. Unique to Playtech games, modifiers offer an alternative to financial bonusing and incentives, focusing on the gameplay and the player’s sense of receiving something extra and unique.