To integrate Virtual Contact Center with your CRM, you have to configure screen pop settings in Configuration Manager. The configuration requires you to select custom CRM settings, specify events that trigger screen pop of customer data, and specify screen pop window properties in Configuration Manager.
The events triggering a screen pop may be one or all of the following:
A screen pop presents customer data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. The process offers opportunity to search for CRM records, with the following examples:
Note: For screen pop to work, the required objects must be visible to the agent.
A screen pop appears for:
Note: Customizing the content of your screen pop can be done by your developers, or in consultation with 8x8 Professional Services. As a developer, you can customize the content of your screen pop, or consult 8x8 Professional Services for assistance.
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