Overview: 8x8 Contact Center for SugarCRM

8x8 Contact Center offers multichannel integration with SugarCRM, 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 Agent Console. 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.

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

  • Out-of-the-box integration with minimal custom development work.
  • Increased agent productivity with integrated one-click dialing.
  • Tools that help provide agents with up-to-date information and knowledgeable service.

Audience

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

Features

The integration with 8x8 Contact Center offers the following features:

  • 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 Agent Console via floating window of integration.
  • 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. This feature is only available in 8x8 Agent Workspace.

Limitations

  • The SugarCRM integration can only be launched in a floating window.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

The following SugarCRM objects have been tested with 8x8 Contact Center integration:

  • Accounts
  • Contacts
  • Leads
  • Opportunities
  • Cases