Overview: Virtual Contact Center for Zendesk

8x8 Virtual 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 Virtual 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 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 Zendesk agents using the Virtual Contact Center for Zendesk to interact with customers.

Features

Using Virtual Contact Center for Zendesk, you can:

Limitations

Virtual Contact Center for Zendesk does not currently support click-to-dial.

Browser Requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported Zendesk Objects

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