Integrate 8x8 with Salesforce
8x8 is a cloud-based VoIP system that provides an array of communication services to businesses, including virtual office numbers, a versatile communications console and a wide range of analytics. The analytics can provide important call insights - including the average duration of a call and how many calls are abandoned or missed - as well as agent performance analytics, like who is completing the most calls or who has the longest wait times. 8x8 can also use that data to improve customer interactions, tracking agent skill sets in order to match customers with the agents that are most equipped to help them.
Salesforce is a CRM service that provides access to all sorts of useful data by logging and collecting customer interactions, regardless of where they take place. Whether it’s a phone call, a website transaction, or a post on social media, Salesforce can offer instant customer data, which allows for faster, more informed decisions when running a business.
Integrate 8x8 With Salesforce Today
Free 7-day trial. Easy setup. Cancel any time.
8x8's End Points
Track a wide range of data about interactions that your agents have, including what customers are being contacted, the durations of the calls and the number of abandoned calls. Then, integrate that data with any number of tools that track customer interactions to improve your overall customer service performance.
Monitor interactions within a specific campaign and see data like who is making calls, the total call time, the relevant phone numbers and the record statuses for those interactions i.e. new, queued, accepted, completed or scheduled. These individual campaign metrics can then be used to track campaign performance trends and improve the effectiveness of future campaigns.
Get details about an individual agent or group of agents, including their names, IDs, groups, and level of access. You can also use this data to request a range of other information about those agents from different endpoints, including what activities they are involved in or what interactions they have had.
Retrieve a list of the agent groups in your organization, including their names, IDs, and deletion statuses. This data will allow you to request more specific information about that group’s performance from other endpoints, such as the agent endpoint.
Salesforce's End Points
Track valuable lead information like who your leads are, their contact information, where they were first met and their contact status.
Store a contact’s name, mailing address and email, along with the date they were last contacted and the date they should be contacted again.
Create an account for any business or person that it may be useful to track. hen, use that account number to integrate and track any other important information associated with that account holder.
Create an opportunity when there is a sale - or a potential sale - by one of your accounts. Then, connect them to leads, contacts, and accounts to provide analysis for how profitable certain business ventures and campaigns are.
Track a product’s name, description and category. Then, use a product code to search for the product internally, track its progress, or incorporate new data regarding the product.
Track things like the budgeted cost and the actual cost of a campaign. Then, access fields - like how many leads were converted, new opportunities, expected revenue, etc. - that help you track how effective the campaign was.
Schedule events that are designed to help a business develop customer relationships and keep track of logistical data. You can also track if this event is related to a specific lead, contact, or opportunity.
Create objects specific to your company’s needs that better manage what types of data you collect from your interactions and data sources. You can either create a wholly new custom object in which you define all the parameters, or you can customize a standard object to better fit your needs.