Virtual Contact Center Manuals & User Guides

Check out the features and enhancements in our latest release.

• Virtual Contact Center 9.9 Release Notes | PDF
• Virtual Contact Center 9.8 Release Notes | PDF
• Virtual Contact Center - Social Media Integration
• Virtual Contact Center Analytics
• VCC Customer Experience User Help:
  • Customer Experience Release Notes
  • Customer Experience Guide for Supervisors
  • Customer Experience Guide for Agents
  • Post Call Survey User Guide

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

• Technical Requirements | PDF
• Supported SIP Phones
• Headset Recommendations
• Platform Switch Overview | PDF
• Platform URL Guide
• 8x8 Co-Browsing

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

• Configuration Manager Guide 9.9 | PDF
• Configuration Manager Guide 9.8 | PDF
• Direct Agent Routing Use Cases | Video
• Set up Contact Center Schedule
• Define Password Policies
• Roles and Administrators
• Create Groups and Add Agents
• Set up Queues
• Set up Channels
• Create Intelligent IVR
• Configure Local CRM
• Configure a Preview Dialer
• Set up: Status Codes / Transaction Codes / Outbound Codes
• Set up Chat Design | Video
• 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.

• Quick Start Agent Guide
• Agent Console Guide 9.9 | PDF
• Agent Console Guide 9.8 | PDF
• Agents - Get Started
• Process Phone Calls
• Process Chat Requests
• Process Emails
• Manage Your Customer Data
• Chart the Customer Experience
• Offer Remote Customer Assistance

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

• Supervisor Guide 9.9 | PDF
• Supervisor Guide 9.8 | PDF
• Manage FAQs
• Create Historical Reports
• Monitor Agents
• Chart the Customer Experience
• Virtual Contact Center Analytics - Real-Time Dashboards

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.

• Custom CRM Integration - Configuration 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
• Virtual Contact Center for NetSuite - Configuration 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
• 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

Set up your SIP-based phone to work with Virtual Contact Center.

• Softphone for Windows
• Eyebeam for Windows
• Bria 4 (Windows)
• Bria 4 (Mac)

Check out our APIs.

• 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
• Streaming API
• Embedded Chat API