Overview: 8x8 Contact Center for Zoho

8x8 Contact Center offers multichannel integration with Zoho, allowing you to set up quickly and combine the benefits of Zoho 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 Zoho through an integrated Contact Center app. 8x8 Contact Center for Zoho 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 tracks whether the caller is an existing user by searching Zoho records and presenting the matching record for agent preview. 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 Zoho 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 Zoho agents who use version 1.0 of 8x8 Contact Center (VCC) integration with Zoho.

Features

Using 8x8 Contact Center for Zoho, 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.
  • View real-time queue status and process interactions efficiently.
  • 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.

Limitations

Single Sign-On functionality is not supported for Zoho.

The 8x8 integration currently only supports Zoho CRM using the following URLs:

  • crm.zoho.com
  • crm.zoho.com.eu
  • crm.zoho.com.uk
  • crm.zoho.com.au
  • crmplus.zoho.com
  • crmplus.zoho.com.eu
  • crmplus.zoho.com.au

Zoho CRM developer version or Zoho One are not supported.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

8x8 Contact Center for Zoho supports the following objects in Zoho:

  • Account (enabled by default)
  • Contact (enabled by default)
  • Vendor (disabled by default)
  • Lead (disabled by default)