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Salesforce Integration Overview

Virtual Contact Center offers multichannel integration with Salesforce CRM, allowing you to set up quickly and combine the benefits of your Salesforce CRM with the capabilities of Virtual Contact Center. The integration supports communication with customers via channels, allowing you to access data from your CRM through an integrated Agent Console. 8x8 Virtual Contact Center provides key information about each customer interaction, giving you insight into the full customer experience, and allowing you to access detailed records of communications with each customer.

During an inbound interaction, Virtual Contact Center tracks if the caller is an existing user by searching CRM records and presenting the matching record for preview by agents. Agents can be better informed and prepared to answer customer interactions by previewing relevant customer record details.

Virtual Contact Center’s custom screen pop integration with your CRM offers the following benefits:

Audience

This guide is intended for Salesforce administrators configuring 8x8 Contact Center integration with Salesforce CRM.

Features

The integration with Virtual Contact Center offers the following features:

Limitation

8x8 Contact Center integration with Salesforce 3.1 is only supported for users with 8x8 Unified Login, and 8x8 Unified Login with Virtual Office. If you are an 8x8 regular tenant user, Single Sign-On functionality is not supported for Salesforce integration 3.1.

 


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