CRM Associate

Optimove introduces the new OptiGenie: natural-language conversational agent directly inside the platform. August 26, 2026 New in-platform AI agent gives marketers everything the Optimove MCP can do, now with full platform context, access to Optimove's specialized decisioning, insights, and creative agents, and marketer-controlled governance New York, Aug 26, 2026 (GLOBE NEWSWIRE) - Optimove, the creator of Positionless Marketing, today launched the new OptiGenie, an inside-platform AI agent that brings the natural-language capabilities of the Optimove MCP (Model Context Protocol) directly to the Optimove platform. Announced in June 2026, the Optimove MCP is a component of Optimove AI. Optimove AI is the only marketing AI suite that works in three places: through Native AI inside the platform, the Optimove MCP outside it, and Optimove Custom Apps on top of it. The Optimove MCP lets marketers prompt Optimove from the AI tools they already use, including Claude, ChatGPT, Microsoft Copilot and others, with the platform executing the work and governance fully preserved. OptiGenie, currently in closed beta, brings that same power inside the platform: Ask anything, in plain language. Marketers can ask OptiGenie about segments, promotions, triggers, campaigns, journeys, and platform health, or have it build components such as customer attributes, audiences, promotions, templates, campaigns, and journeys. Full platform context, built in. Because OptiGenie lives inside Optimove, it draws on direct context from the platform environment where marketers are already working, as well as from Optimove's specialized insights, creative, and decisioning agents. An external AI assistant has to request that context; OptiGenie already holds it. Leaves the marketer in the loop. OptiGenie turns a suggestion into a built component in the platform, then hands it back for review. It's built for human and AI collaboration and is the shortest path from an AI suggestion to execution, with a human check before anything reaches a customer. OptiGenie is another way Optimove helps marketers be Positionless. No handing off to specialists, no waiting for them to execute. You direct, and it gets done. OptiGenie is built with the same trust, and control marketers expect from Optimove: * Governance remains central. OptiGenie respects existing Optimove permissions and governance. It cannot see or do anything the marketer using it could not see or do independently. * The marketer retains final control. OptiGenie can create drafts and campaign building blocks, but every campaign still requires marketer review and approval before anything goes live. Rapid adoption of Optimove AI through the MCP The Optimove MCP has already driven rapid adoption of Optimove AI. In its first 5 weeks it saw 7X week-over-week growth in usage. Since launch, teams have used it for CRM audits, cross-brand audience building, campaign drafting, daily reporting, channel performance checks, reactivation planning, segmentation strategy, and other advanced workflows. A dozen marketers across ten brands built a four-million-customer audience overnight. One operator runs a ten-brand CRM from a single chat window. Another logged more than a thousand audience checks in two weeks. Some of that work already runs unattended: for one heavy user, roughly half of all activity is now fully automated through a standing AI agent, with no person in the loop. Optimove expects OptiGenie to see similarly strong interest as marketers bring that same way of working inside the platform itself. "Optimove is committed to empowering marketers to do everything and be anything," said Pini Yakuel, Founder and CEO of Optimove. "It is why we created Positionless Marketing, eliminating the handoffs of assembly-line marketing. Optimove AI went further, empowering marketers to work inside the platform, outside it, and on top of it. OptiGenie extends that so what a marketer describes takes shape in the place they are already working. The AI does the work. The marketer makes the call." About Optimove Optimove is the creator of Positionless Marketing. Positionless Marketing frees marketing teams from the limitations of fixed roles, giving every marketer the power to execute any marketing task instantly and independently. Positionless Marketing has been proven to improve campaign efficiency by 88%, allowing marketing teams to create more personalized engagement with existing customers. For two years running, Optimove has been positioned as a Visionary in Gartner's Magic Quadrant for Multichannel Marketing Hubs, recognized for its AI-driven decisioning, prescriptive insights, and proven ability to orchestrate thousands of personalized campaigns in real time across channels. Its Positionless Marketing Platform includes Optimove Engage and Orchestrate for cross-channel campaign decisioning and orchestration; Optimove Personalize, a digital personalization engine; and Optimove Gamify, a loyalty and gamification platform. All are powered by Optimove AI, the marketing AI suite that brings AI everywhere marketers work: inside the platform through Native AI agents such as OptiGenie, outside it to external AI tools like Claude, ChatGPT, and Microsoft Copilot through the Optimove MCP, and into custom-built applications on top of the platform through Optimove Custom Apps. Optimove has embedded AI in its platform since 2012, paving the way for Positionless Marketing. Today, its comprehensive AI-powered suite is at the leading edge of empowering marketers to streamline workflows from Insight to Creation and through Optimization. Optimove provides industry-specific and use-case solutions for leading consumer brands globally. Featured Research

Odditt has partnered with Optimove to enable personalised betting content for iGaming operators. The collaboration will allow operators using Optimove to embed Odditt's contextualised bets and parlays directly into player messages. Odditt generates over 100,000 contextualised parlays and individual bets daily across 115 leagues in 45 countries. The platform draws on 25 years of historical data and 900 betting markets, combined with real-time context including weather, rivalries, and player storylines. The partnership integrates Odditt's story-driven betting content with Optimove's AI decisioning engine. Whilst Optimove determines which player to message and when, Odditt provides personalised bet selections tied to individual player interests and preferences. The partnership is now live, with initial deployments focused on email. Additional channels, including push notifications and in-app experiences, are expected to follow.

Comm100 expands iGaming with Optimove and RealTime Gaming integrations. Comm100 has strengthened its commitment to the iGaming industry by introducing new integrations with Optimove and RealTime Gaming (RTG), giving online gambling operators broader access to player information directly within their customer support environment. The latest additions are designed to help customer service teams work more efficiently by reducing the need to switch between multiple systems while providing greater operational context during player interactions. The announcement represents another step in Comm100's continued investment in the online gaming sector, where customer support plays an increasingly important role in player retention, compliance and overall user experience. By combining CRM data with gaming platform information, the company aims to provide support agents with a more complete view of each player throughout every interaction. New integrations strengthen player support. Comm100 is widely recognised for its AI-powered omnichannel customer engagement platform, allowing businesses to manage live chat, email, messaging applications and other communication channels from a single interface. The platform supports both human agents and AI-powered assistants, enabling operators to deliver faster and more consistent customer service. The company's growing portfolio of iGaming integrations reflects increasing demand from online casino operators for technology that connects customer conversations with operational systems already used across their businesses. The newly announced integrations with Optimove and RealTime Gaming further extend that capability by making valuable player information available directly within Comm100's support workflows. Rather than requiring agents to log into multiple back-office systems during a conversation, relevant information can be presented within the customer support interface, helping reduce response times while improving the overall quality of service. Optimove integration delivers richer CRM insights. The integration with Optimove focuses primarily on customer relationship management and player engagement data. Depending on each operator's implementation and internal configuration, customer service representatives can access information such as player lifecycle stages, customer segments, historical engagement activity and other CRM attributes that help explain the context behind a player's enquiry. Having immediate access to this information allows support agents to better understand a player's relationship with the operator before responding to questions or resolving issues. This can also improve internal collaboration between customer support and CRM departments, ensuring interactions are based on the latest available customer information. The integration supports synchronised customer profiles and enables agents to work with up-to-date CRM information without leaving the Comm100 platform. RealTime Gaming integration expands operational visibility. The second integration connects Comm100 with the RealTime Gaming platform, giving authorised customer support teams access to relevant gaming platform information. Based on each operator's permissions, internal policies and data governance practices, agents may be able to review information relating to player accounts, gameplay activity, bonuses, transactions and other account-related information while assisting customers. Providing this operational context within the support environment can significantly reduce investigation times for many common player enquiries. Instead of manually searching separate administration systems, agents can review the information they need while continuing the customer conversation. The integration also supports configurable field mapping, allowing operators to determine which player information is visible to support representatives while maintaining internal security and compliance requirements. Supporting operational efficiency. The combination of CRM intelligence and gaming platform information enables support teams to make faster and more informed decisions throughout the customer journey. Among the practical operational benefits are: * Reduced switching between multiple business systems * Faster investigation of player enquiries * Improved personalisation during customer interactions * Better routing of complex support requests * More consistent service across communication channels * Greater visibility for specialist support teams handling sensitive cases These improvements can contribute to shorter handling times while helping operators deliver a more seamless customer experience across live chat, email and messaging channels. As online casino operators continue expanding into new regulated markets, efficient customer support has become an increasingly important operational requirement alongside responsible gambling obligations and regulatory compliance. Supporting responsible gambling processes. Although the integrations are primarily designed to improve customer support efficiency, they may also assist operators in responsible gambling procedures. When trained employees have access to broader player information, they may be better positioned to identify conversations that require additional review or escalation. The integrations can provide greater visibility into relevant account information, allowing appropriate cases to be routed to specialist responsible gambling teams in accordance with an operator's internal policies and applicable regulatory requirements. These capabilities are intended to complement existing responsible gambling frameworks rather than replace them. Operators remain responsible for applying their own compliance controls, procedures and regulatory obligations. Comm100 continues expanding its iGaming offering. Comm100 has steadily increased its focus on the gaming industry by developing integrations specifically designed for online gambling operators. Its platform combines AI-assisted customer service with omnichannel communications, enabling operators to manage player interactions across live chat, email, messaging platforms and other digital channels through a unified interface. The company says these capabilities help organisations deliver faster responses while maintaining a personalised customer experience. According to Comm100, the platform is already used by gaming operators seeking to centralise customer communications while integrating with existing CRM platforms, gaming systems and operational tools. Company comments. Phil Chatterton, Comm100 VP of Sales, commented on the announcement: "Effective player support depends on giving agents all the context they need when they need it. Our integrations with Optimove and RealTime Gaming reflect Comm100's continued investment in the iGaming sector and our commitment to helping operators worldwide deliver trusted, efficient and well-informed player service." The statement highlights the company's strategy of improving customer service by bringing together information from multiple business systems into a single support environment. Conclusion. The introduction of Optimove and RealTime Gaming integrations marks another milestone in Comm100's strategy to strengthen its position within the iGaming technology ecosystem. As online gambling operators continue seeking ways to improve customer experience while meeting increasingly complex operational and regulatory requirements, integrated support platforms are becoming more valuable. By combining CRM intelligence with gaming platform data inside a single omnichannel support solution, Comm100 aims to help operators deliver faster, more informed and more personalised player assistance. While the effectiveness of these integrations will ultimately depend on each operator's implementation, they demonstrate the growing industry trend towards unified technology ecosystems that bring customer support, operational data and responsible gambling processes closer together. FAQs. What is Comm100? Comm100 is an AI-powered omnichannel customer engagement platform that provides live chat, messaging, email and customer support solutions. What are the new Comm100 integrations? Comm100 has introduced integrations with Optimove and RealTime Gaming to improve player support workflows. How does the Optimove integration help operators? It provides support agents with access to CRM data such as player segments, lifecycle information and engagement history. What information does the RealTime Gaming integration provide? Depending on permissions, agents can access player account details, gameplay information, transactions and bonus data. Why are these integrations important for iGaming? They help reduce system switching, improve response times and provide better context during player interactions. Does Comm100 support AI-powered customer service? Yes. The platform combines AI agents with human agents across multiple communication channels. Can these integrations support responsible gambling processes? Yes. They can help trained staff access relevant player information and route appropriate cases for further review. Who can use these integrations? They are designed for licensed online gambling operators using compatible systems and appropriate permissions. Do the integrations replace responsible gambling controls? No. They complement existing operator policies and regulatory compliance procedures. What is the main benefit for players? Players may receive faster, more personalised and more informed customer support.