Configure External CRM

If your 8x8 Contact Center is integrated with an External CRM, such as Salesforce or NetSuite, you can access your CRM account from your 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. by saving the login credentials necessary to access the account. Integrating with External CRM enables you to expand the capabilities of the 8x8 Contact Center CRM, and to incorporate your existing CRM system data into your tenant's interaction processing workflow. The integration supports phone, voicemail, chat, and email channels allowing you to access data from External CRM through an integrated 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console.

8x8 Contact Center now provides out-of-the-box integration with:

  • Salesforce
  • NetSuite
  • Zendesk
  • Microsoft Dynamics

To enable your agent account for External CRM Integration:

  1. Log in to 8x8 Agent Console.
  2. Go to Profile.
  3. Scroll down to the External Setup area. For details, see External CRM setup summary table.
    The External Setup provides three tabs:
    • Authentication Tab: Allows agents to save CRM login credentials.
    • Screen Properties Tab: Allows agents to define screen pop properties such as opening a new window for screen pop.
    • Window Properties Tab: Allows agents to define size and position of the screen pop window.

      Note: The Screen Properties and Window Properties tabs are enabled only if the tenant administrator grants access privileges.

  4. Enter your CRM username and password in the Authentication tab.

    Note: Salesforce requires you to add the security token to your password to authenticate access from an external application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator.

  5. Click the Screen Properties tab to view or change the settings.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  6. Click the Window Properties tab to view or redefine the screen pop window properties.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  7. Click Save.
    Your settings help launch your External CRM from 8x8 Agent Console.
    Your supervisor provides you with the information you need to access and work with your contact center's External CRM product.
    For details regarding External CRM setup in Agent Profile, see External CRM setup summary table.

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