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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 phone, voicemail, chat, and email 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:

Features

The integration with Virtual Contact Center offers the following features:

Limitation

The first time you log in to integration with Salesforce Lightning, you might see a blank page. In Salesforce, switch back to Salesforce Classic, and wait for an authentication prompt to pop up. At the prompt, allow Virtual Contact Center integration access to your Salesforce details. Once you have accepted the prompt, switch back to Salesforce Lightning to properly log in to the integration.

 


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