Overview: Virtual Office for CRM

Virtual Office for CRM extends the power of 8x8 communication and collaboration to users of CRM via phone and meetings. You can now call and connect with individual members in your teams as well as external contacts. Meet and collaborate with your teams across the globe via 8x8 Meet. Whether you need to make a quick call to check on the status of a project with a colleague, or gather your team to discuss your next course of action, Virtual Office for CRM enables you to collaborate more effectively than ever!

Audience

This guide is intended for CRM agents who use version 1.0 of 8x8 integration with CRM.

Availability

At this time, 8x8 integration with CRM is available in the United States.

Features

Using Virtual Office for CRM, you can:

• Make calls from CRM to any phone number within or outside of CRM, and take full advantage of the call management features offered in 8x8 Virtual Office!
  • Hold calls: Place an active call on hold at any time.
  • Transfer calls: Need to direct a caller to a colleague who can answer their question? Simply transfer your call in a few clicks.
  • Record calls and review recordings: If enabled by your organization's subscription, you can record calls based on your local laws and requirements. After the call is over, you can retrieve your call recording for future reference from 8x8 Work.
  • Handle multiple calls at once: Easily handle two calls in parallel, or merge your calls into a three-way conference at any time.
• Launch 8x8 meetings from CRM to collaborate with your colleagues at any time! Once in the meeting, invite any participants as needed, join webcam video, share on-screen content, and much more!
  • HD audio and video: Take advantage of a high-fidelity audio and video experience that makes collaborating more efficient than ever.
  • Stream meetings live: Take advantage of live streaming your meeting via a verified YouTube account to reach a potentially-unlimited audience.
  • Share on-screen content: If you are joining from your Chrome browser or your desktop app, you have the ability to instantly share a web page, presentation, or app window on your desktop with meeting participants!
  • Record meetings: Record meeting audio, video, and content sharing, and distribute recordings among participants for future reference.
  • View real-time meeting subtitles: If you want to quickly scan through what was said in a meeting without sitting through a full-length recording, or find it difficult to hear what is spoken while you’re in a meeting, simply activate real-time meeting audio subtitles, and then view a transcript that contains all subtitles that were generated during the meeting!
  • Join meeting chat: Participate in group chat with all meeting participants at any time, or chat with participants individually in private chat.
  • Ability to take over another user’s desktop: If a participant joining via their desktop app needs something clarified, such as how to use a piece of software you are discussing, you can send a request to connect to their desktop if you have joined via web or the desktop app. Once the participant accepts, they begin sharing their screen so that you can take remote control of their desktop; this allows you to answer the participant’s question and demonstrate the solution to all participants in the meeting.

Limitations

• Virtual Office for CRM functions with the CRM web app, but not the CRM desktop app.

Browser Requirements

Access Virtual Office for CRM through one of the following browsers:

• Google Chrome

• Microsoft Edge

  Note: In order to use the integration in Edge, you must enable extensions from other browsers by opening the Settings and more menu in Edge, going to Extensions > Installed extensions, and enabling 8x8 Virtual Office for Integrations.