Overview
8x8 is working to improve the user integration interface with enhanced functionality, to bring the latest advancements in the 8x8 Contact Center for specific CRM applications. In this article, we provide a catalog of the changes that you'll see in the improved interface compared to previous versions.
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Note that 8x8 customers using the Contact Center integrations for Salesforce and Microsoft Dynamics have already been migrated to use the improved interface. |
Applies To
- 8x8 Contact Center
- Agent Workspace
- Integrations
- Salesforce
- Microsoft Dynamics
- Zendesk
- NetSuite
What is Changing?
Menu User Interface
The tab menu component has been redacted in the new version.
| Previous version | New version |
|---|---|
Settings
Settings that were previously located in the gear icon 
menus have been moved.
To access these settings in the new version:
- Click on the drop-down arrow at the top.
- Click Work Offline.
- Then click My profile.
- In the popup window, click on the tabs at the top to locate all of the settings that were available in the old interface.
Note: When you see a Save button in any particular section, you'll be required to click it to permanently apply any changes made within that section. As usual, changes to any settings that do not have a Save button are automatically applied.
Searching for CRM records
The process for matching CRM records is radically improved.
Before the user answers an offered interaction, the 8x8 integration will indicate that it is searching for CRM records.
| Toaster Notification Collapsed | Toaster Notification Expanded |
|---|---|
If the user answers an offered interaction before the CRM search has been completed, the user interface will indicate that a record search is being performed.
CRM Matching
The interface will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.
| No Match | Single Match | Multiple Matches |
|---|---|---|
CRM Search & Linking Interactions
When single or multiple matches are indicated, clicking the avatar provides a display of those matching records.
Within each interaction, the user can also search for other CRM records, and link the interaction to the required record.
| New version |
|---|
Testing the Integration Before Deployment
Zendesk Sandbox Testing
Before the final integration cutover date in early 2025, the improved Contact Center interface can be assigned to specific groups or users in your Zendesk environment for testing.
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Important: To enable all of your agents to use the improved Contact Center interface, skip steps 1, 2, and 4 below, and simply edit your current integration installation for Contact Center and enable the Next Generation of CC option, as shown in step 3 below. |
To do this, you should perform the following:
- Install an additional instance of the 8x8 integration following the instructions in Step 1 of our online guide for Administrators.
- Configure the additional Contact Center integration instance with the same information as your original instance, following Step 2 of our online guide for Administrators.
- In this additional integration instance, click the checkbox to enable the Next Generation of CC.
- Note that you can safely ignore the instructions regarding setting true or false for this option.
- Finally, to avoid the potential agent confusion of having multiple 8x8 integration icons at the top-right of the Zendesk interface, apply role or group restrictions to this instance for the specific agents who you want to test the new interface. See the bottom of the above screenshot.
- Important: You should perform this operation in both integration instances, to appropriately assign your Contact Center agents to their respective integration types.
NetSuite Sandbox Testing
This requires testing in an actual NetSuite sandbox environment.
To accomplish this, you'll need to change the 8x8 integration CTI URL in your sandbox environment, and then provide access to your specific test users:
- In your NetSuite sandbox service, install the latest 8x8 Integration bundle, as needed, per our instructions in the 8x8 Integration for NetSuite 3.1 for Administrators guide.
- Follow the instructions in the section View the CTI URL used of the same administrator's guide to begin editing the CTI URL.
- Replace the current 8x8 Production Link with the updated URL:
- Current URL: https://cloud8.8x8.com/mapanelweb/public/launcher/netsuite-au.html
- Updated URL: https://cloud8.8x8.com/mashell/public/netsuite.html?env=netsuite-au
- Click Save to complete the change.
- Finally, provide access to your designated NetSuite sandbox integration users if needed so that they can begin testing.
Salesforce
No longer applicable. The improved 8x8 Contact Center integration for Salesforce is already fully enabled for all 8x8 customers.
Microsoft Dynamics
No longer applicable. The improved 8x8 Contact Center integration for Microsoft Dynamics is already fully enabled for all 8x8 customers.