Overview: 8x8 integration for Freshdesk

Virtual Office and 8x8 Contact Center integration with Freshdesk brings phone communication through a dialer to your Freshdesk environment. The application launches conveniently from your Freshdesk dashboard, allowing you to combine the benefits of Freshdesk with the capabilities of Virtual Office and 8x8 Contact Center, 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 contact by searching your Freshdesk contacts, 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 Freshdesk administrators who use version 1.0 of Virtual Office and/or 8x8 Contact Center integration with Freshdesk.

Availability

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

Features

8x8 integration with Freshdesk supports integration with Virtual Office and 8x8 Contact Center.

Virtual Office for Freshdesk offers the following features:

  • 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. Be ready for any call by previewing matching contact record details before accepting a call, as well as see past interactions with the caller.
  • Reduce the waiting time for the caller while you look up record details.
  • Access contacts from your Virtual Office contact directory for quick search and calling.
  • Increase agent productivity with integrated one-click dialing.
  • Quickly and intuitively log call details into Freshdesk and stay on top of communication with users.
  • Improve customer service with advanced call handling capabilities, such as call transfer and multiple party calling.

8x8 Contact Center for Freshdesk offers the following features:

  • Communicate with customers via phone, voicemail, and chat channels.
  • Access data from your CRM through an integrated 8x8 Agent Console.
  • Tap contextual information about the customer and offer high-quality customer service.
  • Increase agent productivity with integrated one-click dialing.

  • Ability to perform warm/cold call transfers between agents. This feature is only available in Agent Workspace.

Limitations

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

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM Objects

Integration with Freshdesk supports the Contact object in Freshdesk.