Quality support, backed by an experienced team
Odyssey is committed to the smooth operation of all gaming machines on our network. We offer quality operational support, backed by an experienced team of technicians, IT, trainers, customer support and client services to ensure venues receive fast and reliable industry leading support for all their gaming needs.
Each technician is equipped with an extensive range of parts to cater for all brands of gaming machines. Teams are also supported by dedicated Odyssey service warehouses throughout QLD, which hold a wide range of spare parts. Our warehouses work hand in hand with our in-house repair centre to provide clients with timely service turnarounds.
Technicians are available 7 days a week from 8am to 10pm and are supported by the Odyssey Customer Support Team, who manage all gaming machine service requests.
For service requests please contact the Odyssey Support Centre on 1300 765 437.
Customer support services / Help desk
Membership systems inc: hardware and software
Web & cloud based business and EGM analysis
Preventative and general EGM maintenance
Compliance and governance
Odyssey is regularly engaged by venues to provide additional support services, including, but not limited to:
EGM installation, setup and conversion
EGM wiring, base installation and telecommunications
System training and in-venue support
Investigation of EGM complaints
Governance and compliance assistance
The Customer Support Team is a diverse group of professionals with backgrounds in a variety of different industries, they provide system and technical support to both external clients (clubs, hotels and casinos) as well as to our internal clients (sales; IT; training; products; technicians and warehouse).
Inbound calls to the support centre are handled by our new intelligent business application that can classify, prioritise, and assign customer support inquiries to help us maintain quality of service even when customer demand spikes.
Customer support is available 7 days a week: Monday – Thursday between 8am – 12.30am, Friday 8am – 1.30am, Saturday 9am – 1.30am & Sunday 9am – 12.30am.
The team is the first point of contact for venues when they have placed gaming machine orders/conversion orders or have new gaming room plans approved.
The team manages the ongoing communication between Odyssey, OLGR, our venues, technicians, manufacturers, and third-party providers in order to understand and assist with the planning of gaming machine and room changes.
Compliance & governance
The compliance department works closely with stakeholders within Odyssey and maintains relationships with regulatory authorities such as the Queensland Office of Liquor and Gaming Regulation. We also work with licensed gaming venues, electronic gaming machine manufacturers and third-party suppliers of regulated systems and hardware.
In addition, to ensure ongoing compliance within the Odyssey network, we can assist licensees with regulatory queries and provide advice on when to contact OLGR directly.
Our Trainers aim to empower your team by helping them to develop the necessary skills to operate efficiently within their roles. They ensure all your training needs are met and that the training experience is enjoyable.
Training - New Venue
Whether your venue has 3 machines or 300, we can provide training to suit your needs.
In small or large groups, with a focus on hands on training wherever possible.
We connect with you via our conferencing facilities to provide one on one or small group training.
Groups are welcome to visit our office to attend training in our fully equipped showroom.
Odyssey’s market leading online training platform provides access to a wide range of Odyssey specific courses, quizzes and over 150 training videos.