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.
  • 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.

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)