Overview: 8x8 Contact Center for Zoho

The 8x8 Contact Center for Zoho integration offers seamless, out-of-the-box connectivity with minimal setup. It enhances agent efficiency with features like screen pop for contextual CRM insights, automated interaction logging, click-to-call functionality, and automated record creation for unmatched workflow efficiency. A self-service portal allows easy configuration and customization, ensuring tailored CRM integration to meet business needs.

Audience

This guide is intended for Zoho agents using the 8x8 Contact Center (VCC) integration for Zoho.

Availability

  • The 8x8 integration for Zoho is available in the United States, the United Kingdom, Australia, and New Zealand.
  • The 8x8 integration for Zoho is compatible with Zoho Standard, Professional, Enterprise, and Ultimate.

Features

  • Out-of-the-box integration with minimal setup required.
  • Support for SMS channels.
  • Support for WhatsApp channels.
  • Screen pop and contextual information: Automatically retrieve and present Zoho records upon initiating or receiving an interaction, offering agents invaluable context, including past call history, to enhance customer interactions.
  • Interaction logging and history: Effortlessly record interactions upon completion, accurately linking them to the appropriate record and capturing vital data such as call duration, call recording, and SMS transcript.
  • Automated record creation: Automatically generate new records when no match is detected, boosting agent efficiency and ensuring a constantly updated customer relationship system.
  • Click to call: Streamline call initiation by simply clicking on a phone number within your CRM, eliminating the need for manual entry and saving valuable time.
  • Configuration and customization: Configure CRM Integration workflows via a self-service administration portal.

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.
  • 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

This integration is only supported in Google Chrome because it uses a Chrome extension to connect with Zoho.

Supported CRM objects

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

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