Overview: 8x8 integration for Microsoft Dynamics

Virtual Office and 8x8 Contact Center for Microsoft Dynamics brings phone communication through a dialer to your Microsoft Dynamics environment. The application launches conveniently from your Microsoft Dynamics dashboard, allowing you to combine the benefits of Microsoft Dynamics 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 Microsoft Dynamics accounts and 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 Microsoft Dynamics administrators who use version 3.1 of Virtual Office and 8x8 Contact Center integration with Microsoft Dynamics.

Availability

8x8 integration with Microsoft Dynamics is currently available in the United States, the United Kingdom, the Republic of Ireland, Canada, Australia and New Zealand.

Features

The integration with 8x8 Contact Center offers the following features:

  • Integrate with the online implementation of Microsoft Dynamics.
  • Take advantage of phone, chat, email, and voicemail media support for communications.
  • Manage customer phone calls and chat requests from the integrated interface.
  • Increase agent productivity with integrated one-click dialing.
  • Get instant access to customer records via screen pop.
  • Track history of customer interactions via call logs and chat logs.
  • Set your status to accept or block interactions.
  • Check the status of other agents and communicate via phone or chat.
  • Use integrated functionality with the 8x8 Contact Center app via a floating integration window.
  • View real-time queue status and agent presence.
  • Log phone, chat, and voicemail interactions automatically based on account and contact.
  • View screen pop for web callback interactions.
  • Perform warm/cold call transfers between agents. This feature is only available in the 8x8 Contact Center app version 2.0.
  • Email routing via the 8x8 Contact Center app version 2.0.

The integration with Virtual Office offers the following features:

  • Communicate with users via the voice channel and serve customers faster.
  • 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 the Virtual Office contact directory for quick search and calling.
  • Increase agent productivity with integrated one-click dialing.
  • Quickly and intuitively log call details into Microsoft Dynamics and stay abreast of communication with users.
  • Improve customer service with advanced call handling capabilities, such as call transfer and multiple party calling.

Limitations

  • Microsoft Dynamics CRM on-premises installations are not supported.
  • The Microsoft Dynamics CRM Online integration can only be launched in a floating window.
  • Automatic pop for new user creations is not supported yet.
  • Limitations related to email support: 
    • Ability to pull emails is not yet available.
    • Individual customer queued email is not supported.
    • The email support does not work with the 8x8 Contact Center app version 1.0, it is supported on the 8x8 Contact Center app version 2.0.

    • This functionality does not integrate with Local CRM.

    For more information about requirements and limitations, refer to this 8x8 Knowledge Base article.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

The following Microsoft Dynamics objects have been tested with Virtual Office and 8x8 Contact Center 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)