Digital Leap

Global operations · Mission-critical

Running the operations behind the world's trading and prediction platforms

Digital Leap is a global BPO for sports trading and customer service. We operate as an embedded extension of your platform, 24/7, across four regional hubs and eighteen languages.

Talk to our teamSee how we run
/7Coverage
+Markets
<sResponse time
%Uptime

Operating alongside

  • Tier-1 EU sportsbook
  • LATAM lottery operator
  • Regulated prediction market
  • Multi-state US sportsbook
  • EU fintech · regulated
  • APAC exchange platform

What we do

Operational and customer-facing services for daily execution

We run the back-of-house of mission-critical platforms: sports trading desks, prediction markets, customer support and multicap environments. Our teams operate as a direct extension of yours, same playbooks, same standards, same accountability.

  • Dedicated trading desks with shift rotation
  • Multilingual customer service across 18 languages
  • Documented procedures and escalation paths
  • Embedded QA and performance reviews
  • Real-time dashboards and SLA tracking
  • Regional coverage from four global hubs

Services

Three operational fronts, one embedded team

Each service line runs under its own playbook, SLA and KPI, tied together by a single operations lead.

01 · Service line

Sports Trading Operations

Live trading-desk operations for sportsbooks and prediction platforms, with event-level supervision and real-time execution.

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  • Market monitoring across 180+ events
  • Pre-match and in-play liability control
  • Event-level escalation to head traders
28sAvg. response time

02 · Service line

Customer Service for Prediction Platforms

Multichannel customer support sized to peak traffic, with specialized queues for KYC, payments and product.

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  • Live chat, email and voice across 18 languages
  • Tiered escalation with dedicated leads
  • Continuous QA on every ticket resolved
18Languages supported

03 · Service line

Multicap Platform Support

Cross-product operational support for platforms running sportsbook, casino and trading on the same stack.

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  • Consistent processes across product lines
  • Unified incident response and reporting
  • Shared operational governance layer
3Shift model

Global coverage

Always on, wherever your markets run

Four regional hubs, follow-the-sun rotation and local escalation protocols. Your operation never waits for a timezone to wake up.

  • Hub
  • Operation center
  • Coverage edge
TimezonesUTC-5UTCUTC+1UTC+3UTC+8

How we work

Structured processes, trained teams and clear operational controls

  1. Phase 1

    Onboarding & Setup

    We map your operation, define procedures and SLAs, and build dedicated teams aligned with your product.

  2. Phase 2

    Daily Operations

    Continuous execution with defined workflows, structured escalation and constant supervision of every event.

  3. Phase 3

    Performance Reviews

    Real-time metrics, periodic reporting and continuous-improvement cycles to hold the service standard.

Inside the operation

“We don't promise uptime, we run it.”

Operations DirectorTier-1 EU sportsbook · Digital Leap engagement (anonymized)

Quality & Control

Strict standards for reliable service delivery

Dedicated Teams
Trained and supervised teams operating as a direct extension of your operation.
Defined Procedures
Documented workflows, clear escalation paths and playbooks for every event type.
Performance Tracking
Continuous metrics, monitored SLAs and periodic reporting across every workstream.
Continuous Improvement
Regular operational reviews and process refinements that raise the service standard.
Security & Compliance
Hardened access controls, ISO-aligned processes and regional compliance coverage.
Multilingual Delivery
Eighteen working languages with native-level supervisors on every shift.

Who we support

Partners that rely on continuity and operational excellence

We work alongside operators and platforms that depend on precise execution and reliable support at global scale.

  • Sportsbooks

    In-play and pre-match trading desks.

  • Trading platforms

    Prediction markets and event trading.

  • Lottery operators

    Draw operations and player support.

  • Exchanges

    Liquidity-sensitive customer service.

  • Fintech platforms

    Regulated customer operations.

  • Aggregators

    Multi-provider coordination.

SLAs

Pick the coverage model your market needs

Three tiers, one delivery standard. Every tier ships with documented SLAs, dedicated leads and weekly performance reviews.

Standard

Business hours

  • <120s response time
  • 5 languages
  • Daily reporting
  • Shared escalation
  • Monthly review
Talk to sales

Premium

Extended 20/7

Recommended
  • <45s response time
  • 12 languages
  • Real-time dashboard
  • Dedicated lead
  • Weekly review
Start a pilot

24-7-365

Always-on

  • <20s response time
  • 18 languages
  • Embedded team
  • Pager-duty escalation
  • Continuous audit
Contact us

Contact

Let's talk about your operation

Send us a message and we'll get back within one business day.

Email: hello@digitalleapconsulting.com.br