What Is Act CRM?

Act CRM, or Act!, is a powerful CRM with additional features specific to business management and analysis. Act! was developed in Dallas, Texas in 1987. The acronym is based on a couple of terms: “Activity Control Technology,” then later changing to “Automated Contact Tracking,” and finally the company (originally Conductor Software) settled on Act!. Act! was eventually bought by Symantec, and then settled with SwiftPage as its current owner.

Act! has many features, but some of the main features you might want to utilize for your business include:

  • Customer Management Marketing Automation 
  • Pipeline Management 
  • Business Insights 
  • Apps & Integrations
  • Mobile Companion App

Act!'s customer relationship management (CRM) allows you to keep everything related to customers in one location. This includes email, documents, contact details, and a history of interactions and activities. Coupled with Act!'s other features, you have everything needed to manage a sales pipeline and marketing campaign.

One of the most popular features of Act! is its ability to integrate with a large number of apps. Through Act! Connect, you can expand Act!'s functionality by connecting with hundreds of apps. Act! Connect doesn't require any technical skills or programming — it's a plug-and-play style of integration. Some of the more popular applications that Act! integrates with include Paypal, Slack, Facebook, Outlook, Shopify, SurveyMonkey, and more.

Act! also has a lightweight cloud-based solution called Act! 365, which integrates well with Office 365. Features of Act! 365 include a CRM, sales pipeline management, email marketing, and integration with Outlook. Contacts in Outlook can be easily imported into Act! 365's CRM and vice versa because of their tight integration.

Does Act! Integrate With Call Center Software?

Unfortunately, Act! Connect's marketplace doesn't offer any call center software application integrations such as call routing. But, that doesn't mean Act! can't integrate with call center software at all. Similar to Act! Connect, there is also the Act! Premium Web API, which is basically a catch-all for integrations.

The Act! Premium Web API allows an app to connect to Act! through web services. This is a far more technical solution and requires software developers to implement it, but the end result is very similar to Act! Connect. The technicals behind the API are that it uses JSON-based REST APIs, which are popular among software developers for making web calls (i.e., web services). These types of web calls also follow industry standards for interoperability communication between software applications.

In order for any call center software to connect with Act!, they will need a development team familiar with Act! API development and commit to a project for API integration. The benefits of such integration are two-fold: Act! customers will have access to call center software and customers of the call center software will have the option of using Act!

8x8 Integration With Act!

While there may be no current call center integrations with Act!, there are some that have open APIs that allow developers to integrate with other application, such as 8x8. Through its Virtual Contact Center APIs, 8x8 provides the necessary API exposure to connect with third-party applications, including Act!.

Through 8x8's API integration with third-party apps, some of the benefits include:

  • Single user sign-on screen
  • One-click outbound dialing directly from the CRM application
  • “Popping” of the customer’s CRM record automatically
  • Ability for agents to toggle easily between the two applications
  • Automatic call logging to your CRM

To help companies integrate with 8x8's software with other applications, a Professional Services Team is available to assist with setup and troubleshooting. If you need a robust CRM, Act! is a customer relationship management system that can integrate easily with hundreds of apps through Act! Connect. Its API allows for call center software integration, allowing for easy compatibility with 8x8. Using a comprehensive CRM that can integrate with your call center is a crucial if customer service is important to your business' success.

Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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