Overview: 8x8 Work for Microsoft Dynamics

8x8 Work for Microsoft Dynamics brings calling capabilities directly into your Microsoft Dynamics workspace. The application launches within Microsoft Dynamics and enables you to place and receive calls using an integrated dialer.

When you receive an inbound call, the application searches your Microsoft Dynamics accounts and contacts to identify the caller. If a match is found, the system displays the corresponding record, allowing you to review customer details before answering the call.

With real-time access to caller information, you can understand previous interactions and respond more effectively.

Audience

This guide is intended for agents using 8x8 Work for Microsoft Dynamics.

Availability

8x8 Work for Microsoft Dynamics is currently available in the United States, the United Kingdom, the Republic of Ireland, Belgium, Austria, Netherlands, France, Canada, Australia, and New Zealand.

Features

Manage customer phone calls conveniently from an integrated app within Microsoft Dynamics with an intuitive interface.
View caller details and interaction history before answering.
Reduce caller wait time by accessing information instantly.
Search and call contacts quickly from the Contacts directory.
Place calls with one-click dialing.
Log call details directly in Microsoft Dynamics.
Handle calls efficiently with features like transfer and multi-party calling.

Limitations

Microsoft Dynamics on-premises installations are not supported.
The Microsoft Dynamics Online integration can only be launched in a floating window.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

The following Microsoft Dynamics objects have been tested with 8x8 Work integration:

Account
Contact
Activity (used for auto call log generation purposes)
Lead (by default, this option is turned off)
Case (only supported for Microsoft Dynamics Customer Service)