Too often the customer service contact center is not able to respond and fulfill responses to marketing campaigns due to lack of awareness.
SWIFT™ Marketo Adapter connects the Genesys CX platform with Marketo. Users can leverage Marketo marketing attributes to provide an enhanced customer experience through intelligent routing. Agents can better service clients and prospects by having marketing customer profiles and marketing campaign information at their fingertips.
- Increase Marketing Effectiveness: Allow agents to better service prospects and customers by making marketing data and campaign information available with each interaction. This will result in increased campaign success rates as well as the ability to cross-sell and upsell.
- Personalize Customer Experiences: Play specific messages, prioritize interactions and send interactions to the most qualified agents based on routing logic using Marketo marketing attributes (Age, Lead Score, Campaign offers, etc.)
Solution Asset Features
Marketing Data-Centric RoutingAgent Desktop Plug-in
Treating all customer inquiries to a campaign with the same level of service and same agent pool reduces the effectiveness of the campaign. The Marketo adapter allows our clients to leverage Marketo marketing attributes to prioritize interactions and send them to the most qualified agents. Convert marketing leads to sales by routing the most qualified leads to the most qualified available agent.
Ensure your Marketing and Service organizations are aligned by making marketing campaign activity available to Contact Center Agents. Via the Genesys Agent Desktop agents will be presented with Marketo marketing attributes (e.g. Lead Score) and a list of marketing campaign activity for each customer interaction they handle.