Overview: 8x8 Contact Center for Zendesk

8x8 Contact Center for Zendesk offers multichannel integration with Zendesk, allowing you to set up quickly and combine the benefits of your CRM with the capabilities of 8x8 Contact Center. The integration supports communication with customers via phone, chat, and voicemail channels, allowing you to access data from your CRM through an integrated 8x8 Agent Workspace. 8x8 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, 8x8 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.

8x8 Contact Center’s custom screen pop integration with your CRM offers the following benefits:

  • Out-of-the-box integration with minimal custom development work.
  • Tools that help provide agents with up-to-date information and knowledgeable service.

Audience

This guide is intended for Zendesk agents using the 8x8 Contact Center for Zendesk to interact with customers.

Features

Using 8x8 Contact Center for Zendesk, you can:

  • Manage customer phone calls as an agent in the United States and the United Kingdom.
  • Take advantage of phone, chat, and voicemail media support for communications.
  • Manage customer phone calls and chat requests from the integrated interface.
  • Get instant access to customer records via screen pop.
  • Track history of customer interactions via call logs and chat logs.
  • Set your status to accept or block interactions.
  • Check the status of other agents and communicate via phone or chat.
  • Use integrated functionality with 8x8 Contact Center, also known as 8x8 Agent Workspace.
  • View real-time queue status and agent presence.
  • Log phone, chat, and voicemail interactions automatically based on account, contact, case, opportunities, and leads.
  • Perform warm/cold call transfers between agents.
  • Support for SMS channels.
  • Support for WhatsApp channels.

Limitations

  • Automatic pop for new user creations is not supported yet.
  • 8x8 Contact Center for Zendesk does not currently support click-to-dial.
  • The 8x8 Contact Center integration is only available for Zendesk Support. Zendesk Sell is not supported.
  • Limitations related to SMS support:
      • We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers.
      • We don't support MMS.
      • SMS messaging doesn't support images or emojis. It is plain text only.
      • Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent.
      • Group messaging is currently not supported for outbound SMS.
      • For outbound SMS, an SMS channel must be set up with a number for that region.
      • To send a message while on a call, there must be a disposition code set up.
      • Alphanumeric sender ID’s are not available.
  • Limitations related to WhatsApp support:

      • Agents cannot initiate outbound WhatsApp messages.
      • Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer.
      • When a .txt file is sent, its content appears directly in the conversation and interaction log instead of as a file attachment or link.
      • Attachments such as images, video recordings, GIFs, and documents are not supported in the interaction log. They appear as links, but cannot be accessed or opened.
      • When Enable Translation is turned on, emojis sent by external users are not transferred to the agent.
      • Voice notes are not supported in the interaction log.
      • Location pins are not supported in the interaction log.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported Zendesk objects

The following Zendesk objects have been tested with 8x8 Contact Center integration. Contact 8x8 Professional Services for any out-of-the-box customization.

  • Users
  • Tickets