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What are Virtual Office integrations and plug-ins?
8x8 Support Knowledge Base

What are Virtual Office integrations and plug-ins?

Plug-ins and Integrations are pieces of software that attach to another software application, to provide extra functionality for that application.

The two terms are often used interchangeably, but in general:

  • Plug-ins are generally pieces of software that are installed on an individual operating system such as Windows.
  • Integrations are installed into a central web-based application such as Salesforce or NetSuite. An account administrator installs the integration once to make it available to all users.

For 8x8 users, plug-ins and integrations are useful for speeding up activities like making calls and storing call activity data.

Example: Salesforce is a web-based CRM application (customer relationship management). 8x8 provides a telephony integration that installs directly into the customer's Salesforce account. This phone integration gives the customer's Salesforce users the ability to make, receive, and control phone calls from within Salesforce, and to automatically store notes and call data in Salesforce.

Web Browser-Based CRM Virtual Office Integrations

PC-Installed Virtual Office Plug-ins

Keep in mind that:

  • Integrations and plug-ins are not softphones. They cannot make phone calls or handle phone audio, but many of them can initiate, control, or end phone calls using a required hardphone or softphone.
  • No single integration can do everything, and their features are not identical. Their functionality is specific to the requirements of the environment they’re made for.