Case Study: Marketo achieves 28% reduction in case-related calls and improved customer experience with Genesys Premier Edition VCC

Automating Customer Service & Improving The Customer Experience

Marketo, a cloud-based marketing automation provider, needed to speed customer identification, automate self-service options, and gain better metrics to improve and accelerate support interactions.

Marketo deployed Genesys Premier Edition VCC for cloud-based skills routing and added Genesys Salesforce CTI to manage calls inside Salesforce. The integration enabled personalized screen‑pops, caller ID authentication and priority bypasses, reduced escalations (22% case deflection) and cut case-related calls per customer by 28% (from 2.2 to 1.6), improving response times and the overall customer experience.

Marketo