8x8 Virtual Office and Virtual Contact Center integration with SugarCRM brings phone communication through a dialer to your SugarCRM environment. The application allows you to combine the benefits of SugarCRM with the capabilities of Virtual Office and/or Virtual 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 SugarCRM, 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.
This guide is intended for SugarCRM administrators whose organization uses version 1.0 of Virtual Office and/or Virtual Contact Center integration with SugarCRM.
Virtual Office for SugarCRM offers the following features:
Virtual Contact Center for SugarCRM offers the following features:
Take advantage of phone, chat, and voicemail media support for communications.
Manage customer phone calls and chat requests from the integrated interface.
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 Agent Console via a browser tab.
View real-time queue status and agent presence.
Log phone, chat, and voicemail interactions automatically based on the associated Contact.
We recommend using Google Chrome to ensure a smooth experience.
The following SugarCRM objects have been tested with Virtual Office integration:
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