8x8 for Salesforce

Expand your Sales and Service Cloud to manage customer communication in one easy integration.

Talk with your customers in a whole new way

Transform sales and service with integrated in-app communications and contact center all presented within the familiar Salesforce interface

Talk with your customers in a whole new way

Radically improve first contact resolution

Determine customer intent and deliver calls with rich context to the right agent every time. Know what your customers need and resolve that need on the first call.

The 8x8 for Salesforce (formerly known as Virtual Office for Salesforce) Communication Panel gives you control of your 8x8 phone from within Salesforce, making it easy to make calls and access information from a single location. In this video, we’ll go over the basic navigation of the panel interface.
The 8x8 for Salesforce (formerly known as Virtual Office for Salesforce) Communication Panel gives you control of your 8x8 phone from within Salesforce, making it easy to make calls and access information from a single location. In this video, we’ll go over the basic navigation of the panel interface.

Gain relevant insights into customer interactions

Access insightful dashboards and flexible reporting options to reveal how effectively you communicate with customers, including call activity detail and sentiment analysis. Track and analyze agent performance with quality metrics and performance management and quickly identify areas for improvement.

Automate tasks and workflows

Automate service workflows and tasks to improve agent productivity and satisfaction, resulting in more positive customer outcomes and higher IT efficiency.

Instantly adding rich integrated communications capabilities to any Salesforce user

Add rich integrated communications and contact center capabilities to any Salesforce user located anywhere in the world.

Call logs and follow-ups are a great way to keep your call details organized. Call logs can help you keep track of how a call went, what was discussed, and whether or not it was successful. Follow-ups help you arrange the next step to speed up your workflow. In this video, we’ll learn about the call log and follow-up features in 8x8 for Salesforce (formerly known as Virtual Office for Salesforce).
Call logs and follow-ups are a great way to keep your call details organized. Call logs can help you keep track of how a call went, what was discussed, and whether or not it was successful. Follow-ups help you arrange the next step to speed up your workflow. In this video, we’ll learn about the call log and follow-up features in 8x8 for Salesforce (formerly known as Virtual Office for Salesforce).

8x8’s single communications and contact center integration for Salesforce is like no other.

One Integration

Key Insights

Automation

Global Reach™

A single communications and contact center integration for Sales and Service Cloud, supporting every Salesforce user - from sales to support

One view of your customer with integrated interaction journey analytics, sentiment analysis and quality metrics to help you make informed decisions

Increasing productivity with integrated sales and service workflow automation and rich call context delivered in a single Sales and Service Cloud integration

Global Reach™ enabling sales and service agents to connect from virtually anywhere on the globe with enterprise-grade QoS and meaningful SLAs

One Integration

Key Insights

A single communications and contact center integration for Sales and Service Cloud, supporting every Salesforce user - from sales to support

One view of your customer with integrated interaction journey analytics, sentiment analysis and quality metrics to help you make informed decisions

Automation

Global Reach™

Increasing productivity with integrated sales and service workflow automation and rich call context delivered in a single Sales and Service Cloud integration

Global Reach™ enabling sales and service agents to connect from virtually anywhere on the globe with enterprise-grade QoS and meaningful SLAs

One Integration

A single communications and contact center integration for Sales and Service Cloud, supporting every Salesforce user - from sales to support

Key Insights

One view of your customer with integrated interaction journey analytics, sentiment analysis and quality metrics to help you make informed decisions

Automation

Increasing productivity with integrated sales and service workflow automation and rich call context delivered in a single Sales and Service Cloud integration

Global Reach™

Global Reach™ enabling sales and service agents to connect from virtually anywhere on the globe with enterprise-grade QoS and meaningful SLAs

With features that enrich every interaction and optimize every customer engagement.

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First contact resolution

Analytics & reporting

  • IVR
  • Intelligent routing
  • Agent triage
  • Screen pop
  • Call notes

  • Call metadata & recording
  • Speech analytics & sentiment analysis
  • Quality metrics & feedback management
  • Call transcriptions
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Automation

Embedded communications

  • Call logging
  • Task creation
  • Workflow integration
  • Call lookup
  • Contact history

  • Click to call
  • Call queuing
  • Call hold & forwarding
  • 3-way conferencing
  • Call recording
woman-with-red-hair-052020-4x2.jpg

First contact resolution

  • IVR
  • Intelligent routing
  • Agent triage
  • Screen pop
  • Call notes
CC-Cases-Screen-012020-4x2.jpg

Analytics & reporting

  • Call metadata & recording
  • Speech analytics & sentiment analysis
  • Quality metrics & feedback management
  • Call transcriptions
woman-in-office-computer-413958-4x2.png

Automation

  • Call logging
  • Task creation
  • Workflow integration
  • Call lookup
  • Contact history
Row-of-CC-012020-4x2.jpg

Embedded communications

  • Click to call
  • Call queuing
  • Call hold & forwarding
  • 3-way conferencing
  • Call recording

One communications and contact center platform for your entire organization.

8x8’s Open Communications Platform extends integrated communications and contact center capabilities to all of your users, including users who may not be using Salesforce.

One communications and contact center platform for your entire organization.

One vendor for everything

A single vendor trusted by millions of users that offers a full range of communications and contact center features. From front line workers to contact center agents to knowledge workers, 8x8’s flexible pricing plans allow organizations to pick and choose the right options for every user.

A single management console

Manage all of your users from a single management console. Manage users and teams, set user permissions, enable features and configure users and application settings from a single management console.

In this video we go over how to get started setting up your 8x8 business communications system.

00:09 What is 8x8 Admin Console? 
00:30 Setting Up Phone Numbers 
01:03 Users
01:32 Automatic Call Handling
02:38 Review

8x8 Admin Console (formerly known as Configuration Manager) is the tool through which you set up your 8x8 phone system. Admins can add users and set up ways to manage call flow, such as Ring Groups and Call Queues, that will affect their users.

Learn More: https://www.8x8.com/university
In this video we go over how to get started setting up your 8x8 business communications system.

00:09 What is 8x8 Admin Console? 
00:30 Setting Up Phone Numbers 
01:03 Users
01:32 Automatic Call Handling
02:38 Review

8x8 Admin Console (formerly known as Configuration Manager) is the tool through which you set up your 8x8 phone system. Admins can add users and set up ways to manage call flow, such as Ring Groups and Call Queues, that will affect their users.

Learn More: https://www.8x8.com/university

Connect all your employees

8x8 for Salesforce includes a chat integration with Chatter and Slack, so that 8x8 Work messaging users can connect with Salesforce and Slack users and participate in shared message rooms. And all 8x8 users share the same common communications infrastructure, meaning that they can call each other or connect with customers using the same global reach and calling plans.

Comprehensive analytics

8x8 provides comprehensive analytics across the entire organization, including Salesforce and non-Salesforce users. Get advanced insights with a single view across your entire organization with speech analytics, call and meeting analytics as well as quality management.

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