8x8 Contact Center Manuals & User Guides

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Look here for information on how to set up and use your 8x8 Contact Center Global service, including user guides, reference manuals, and more.

Documentation

What's New?	Technical Requirements and Recommendations
Check out the features and enhancements in our latest release. 8x8 Supervisor Workspace Guide (beta) 8x8 Agent Workspace Guide 8x8 Contact Center Release Notes 8x8 Auto Dialer - Feature guide 8x8 Storage and Retrieval - Feature guide 8x8 Contact Center SMS - Feature Guide 8x8 Contact Center - Social Media Integration 8x8 Analytics for Contact Center 2.9.0 Release	Prepare your network and agent workstations to interoperate with your Contact Center. Technical Requirements \| PDF Supported SIP Phones Headset Recommendations Platform Switch Overview \| PDF Platform URL Guide 8x8 Co-Browsing

What's New?

Technical Requirements and Recommendations

Check out the features and enhancements in our latest release.

Prepare your network and agent workstations to interoperate with your Contact Center.

For Administrators	For Agents
Learn how to configure your contact center and get it running quickly. Configuration Manager Guide 9.14 \| PDF Configuration Manager Guide 9.13 Post Call Survey - Feature Guide Direct Agent Routing Use Cases Set up Contact Center Schedule Define Password Policies Roles and Administrators Create Groups and Add Agents Activate 8x8 Agent Workspace Set up Queues Set up Channels Create Intelligent IVR Configure Local CRM Configure a Preview, Progressive, and Predictive Dialer Set up: Status Codes / Transaction Codes / Outbound Codes Set up Chat Design Set up Wallboards Set up Maintenance and Service Notifications Set up Post Call Survey Set up Disaster Recovery via Channel Rerouting \| PDF Get Remote Customer Assistance	Learn how to process contact center interactions using phone, chat, and email channels. 8x8 Agent Workspace Guide Agents - Get started Work with codes Process phone calls Process voicemail interactions Process chat interactions Process email interactions Quick Start Agent Guide Agent Workspace Guide 9.14 \| PDF Agent Workspace Guide 9.13 Customer Experience Guide for Agents Manage your customer data Chart the customer experience Offer Remote Customer Assistance

For Administrators

For Agents

Learn how to configure your contact center and get it running quickly.

Learn how to process contact center interactions using phone, chat, and email channels.

For Supervisors	For Developers
Learn how to manage and monitor your contact center agents using tools designed in your Supervisor Console. Supervisor Guide 9.14 \| PDF Supervisor Guide 9.13 Manage FAQs Create Historical Reports Monitor Agents Chart the Customer Experience 8x8 Analytics for Contact Center Customer Experience Guide for Supervisors	Check out our APIs for Contact Center. Case and Contact Management API CRM API Reporting API Call Recordings and Chat Transcripts API Web Callback API Click-to-Dial API External IVR API Real Time Statistics Reporting API Recording Control API Provisioning API Embedded Chat API Data Augmentation API

For Supervisors

For Developers

Learn how to manage and monitor your contact center agents using tools designed in your Supervisor Console.

Check out our APIs for Contact Center.

CRM Integrations
We integrate with external CRMs such as Salesforce, NetSuite, Zendesk, and more. Learn how to integrate your contact center with the CRM of your choice. 1CRM Integration: Virtual Contact Center for 1CRM - Agent Guide Agile CRM Integration: Virtual Contact Center for Agile CRM - Agent Guide Custom CRM Integration - Configuration Guide Copper Integration Virtual Contact Center for Copper - Admin Guide Virtual Contact Center for Copper - Agent Guide Freshdesk Integration Virtual Contact Center for Freshdesk - Admin Guide Virtual Contact Center for Freshdesk - Agent Guide HubSpot Integration Virtual Contact Center for HubSpot - Admin Guide Virtual Contact Center for HubSpot - Agent Guide Microsoft Dynamics Integration Virtual Contact Center for Microsoft Dynamics - Admin Guide Virtual Contact Center for Microsoft Dynamics - Agent Guide Microsoft Dynamics CRM Online Integration - Configuration Guide NetSuite Integration Virtual Contact Center for NetSuite 3.1 - Admin Guide Virtual Contact Center for NetSuite 3.1 - Agent Guide Virtual Contact Center for NetSuite 1.0 - Admin Guide Pipedrive Integration: Virtual Contact Center for Pipedrive - Agent Guide Salesforce Integration Virtual Contact Center for Salesforce - Admin Guide Virtual Contact Center for Salesforce - Agent Guide ServiceNow Integration Virtual Contact Center for ServiceNow - Admin Guide Virtual Contact Center for ServiceNow - Agent Guide SugarCRM Integration Virtual Contact Center for SugarCRM - Admin Guide Virtual Contact Center for SugarCRM - Agent Guide Virtual Contact Center for Vtiger - Agent Guide Zendesk Integration Virtual Contact Center for Zendesk 3.1 - Admin Guide Virtual Contact Center for Zendesk 3.1 - Agent Guide Virtual Contact Center for Zendesk 2.0 - Admin Guide Virtual Contact Center for Zendesk 2.0 - Agent Guide Zoho Integration: Virtual Contact Center for Zoho - Agent Guide

CRM Integrations

We integrate with external CRMs such as Salesforce, NetSuite, Zendesk, and more. Learn how to integrate your contact center with the CRM of your choice.

1CRM Integration: Virtual Contact Center for 1CRM - Agent Guide
Agile CRM Integration: Virtual Contact Center for Agile CRM - Agent Guide
Custom CRM Integration - Configuration Guide
Copper Integration
- Virtual Contact Center for Copper - Admin Guide
- Virtual Contact Center for Copper - Agent Guide
Freshdesk Integration
- Virtual Contact Center for Freshdesk - Admin Guide
- Virtual Contact Center for Freshdesk - Agent Guide
HubSpot Integration
- Virtual Contact Center for HubSpot - Admin Guide
- Virtual Contact Center for HubSpot - Agent Guide
Microsoft Dynamics Integration
NetSuite Integration
Pipedrive Integration: Virtual Contact Center for Pipedrive - Agent Guide
Salesforce Integration
- Virtual Contact Center for Salesforce - Admin Guide
- Virtual Contact Center for Salesforce - Agent Guide
ServiceNow Integration
- Virtual Contact Center for ServiceNow - Admin Guide
- Virtual Contact Center for ServiceNow - Agent Guide
SugarCRM Integration
- Virtual Contact Center for SugarCRM - Admin Guide
- Virtual Contact Center for SugarCRM - Agent Guide
Virtual Contact Center for Vtiger - Agent Guide
Zendesk Integration
Zoho Integration: Virtual Contact Center for Zoho - Agent Guide

Additional Resources

In addition to the resources described above, we have published separate versions of the following core guides for customers using 8x8 Unified Login and Unified Login with 8x8 Work.

8x8 Contact Center Unified Login: For Contact Center customers who have opted for 8x8 Unified Login.

8x8 Contact Center Unified Login with 8x8 Work: For Contact Center customers who have opted for 8x8 Unified Login with 8x8 Work features.

Previous Releases

Virtual Contact Center 9.0

9.0 General Release Guide | PDF

Virtual Contact Center 8.4

Virtual Contact Center 8.1