Overview: Virtual Office for Copper

Virtual Office for Copper brings phone communication through a dialer to your CRM environment. The application launches conveniently from your CRM dashboard, allowing you to combine the benefits of CRM with the capabilities of Virtual Office, and interact with your customers via phone without having to switch to another app.

Upon receiving an inbound call, the app tracks if the caller is an existing record by searching your CRM accounts and records, and pops the matching record for you to preview and prepare for the call. This way, you gain full insight into communications with any returning caller. You can be better informed and prepared to answer calls by previewing relevant caller record details before accepting a call.

Audience

This guide is intended for CRM agents who use version 1.0 of Virtual Office integration with CRM.

Availability

8x8 integration with CRM is currently available in the United States and the United Kingdom.

Features

Using Virtual Office for Copper, you can:

• Communicate with users via the voice channel and serve customers faster.
• Access data from your CRM through an integrated interface.
• Tap contextual information about the user and offer high-quality service. Know who is calling before you accept the call, as well as see past interactions with the caller.
• Reduce the waiting time for the caller while you look up record details.
• Access records from the Virtual Office contact directory for quick search and calling.
• Quickly and intuitively log call details into CRM and stay on top of communication with users.
• Improve customer service with advanced call handling capabilities, such as call transfer and multiple party calling.

Limitations

The CRM integration can only be launched in a floating window.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

Virtual Office for Copper supports the following objects in CRM:

• Companies
• Leads
• People