8×8 Custom Integrations:
Connect 8×8 with your customer experience systems
Give employees faster access to customer information, automate interaction logging and create connected workflows through standard or bespoke 8×8 CRM integrations.
Stop making employees join the dots manually
A customer may call through one platform while their account, previous interactions, open cases and order information sit somewhere else.
Without an effective integration, employees must search for the correct record, switch between applications and manually enter information during or after every conversation.
This slows interactions, creates inconsistent records and makes it harder for employees to understand the customer’s complete history.
An 8×8 CRM integration can connect communications with the data and workflows behind them, helping employees provide a faster and more informed response.
What can an 8×8 CRM integration do?
Display the relevant customer record
Use information associated with an incoming interaction to locate and display a matching customer, contact, account or case record.
Enable click-to-call
Allow employees to initiate calls from telephone numbers held within the CRM rather than manually dialling them.
Log interactions automatically
Record calls or wider interactions against the appropriate customer record, reducing manual administration.
Capture useful interaction data
Depending on the solution design, records may include the date, time, employee, direction, duration, outcome or wider interaction information.
Create follow-up tasks
Trigger activities such as callbacks, cases, tickets or reminders after an interaction.
Improve routing
Use information from customer records or business systems to help route interactions to the appropriate team.
Maintain customer context
Give employees access to previous interactions, open issues and relevant account information while speaking with the customer.
Connect automated journeys
Allow AI agents, virtual agents or workflow automation to retrieve information and complete approved actions within connected systems.
Standard and bespoke integrations
Not every organisation uses its CRM in the same way.
Some businesses use a widely available platform with relatively standard processes. Others have heavily customised their CRM, operate a specialist industry application or rely on a system developed specifically for the organisation.
We can help identify the right integration route.
Standard CRM integration
Where an established integration already supports the required platform and use case, we can help configure it around your users, processes and data.
Configured integration
An existing connector may need additional field mapping, workflow configuration, permissions or process changes to meet your requirements.
Bespoke CRM integration
Where an existing integration cannot support the required process, Future Voice can scope an API-led or customised connection between 8×8 and the relevant business system.
CRM platforms and business applications
Depending on available connectors, APIs and your individual requirements, an 8×8 integration project may involve platforms such as:
• Salesforce
• Microsoft Dynamics 365
• HubSpot
• ServiceNow
• Zendesk
• Zoho
• Microsoft applications
• Ticketing and service management platforms
• Sector-specific CRM applications
• Bespoke databases
• Internally developed business systems
8×8 maintains a broader technology partner and application integration ecosystem alongside its communications platform.
The suitability and scope of any integration should be confirmed through technical discovery.
Your CRM is unique. Your integrations should reflect it.
What does a connected customer interaction look like?
Before the interaction
Customer information held in the CRM can inform routing, segmentation or preparation.
When the customer calls
The employee can receive the interaction alongside the relevant customer record or a list of possible matches.
During the conversation
The employee can review account information, previous activity, open cases and notes without searching through disconnected systems.
After the conversation
Interaction data can be recorded against the customer, with appropriate follow-up activities created automatically.
Across the wider journey
Customer service, sales and operational teams gain a more consistent record of what has happened and what needs to happen next.
Integrate 8×8 Contact Centre with your CRM
CRM integration can be particularly valuable within the contact centre, where employees manage high volumes of customer interactions and need to access information quickly.
A connected 8×8 Contact Centre environment can help:
• Reduce average handling effort
• Improve access to customer context
• Limit manual data entry
• Strengthen record accuracy
• Improve follow-up consistency
• Support personalised routing
• Give supervisors better visibility
• Create a more joined-up omnichannel experience
The objective is not simply to display another window. The integration should remove steps from the customer journey and help the employee reach the correct outcome more efficiently.
Connect AI agents with customer data
AI agents become more capable when they can securely access the information and systems required to complete a task.
For example, a connected AI agent could potentially:
-
- Identify an existing customer
- Retrieve approved account information
- Check a case or order status
- Gather and validate information
- Create a service ticket
- Record the reason for contact
- Update an authorised field
- Create a follow-up task
- Transfer the customer with context
Questions an integration project should answer
A reliable integration requires clear ownership and rules.
Before development begins, the project should establish:
- Which system is the master source of customer data?
- How will the correct record be identified?
- What happens when several records match?
- What happens when there is no matching record?
- Which information should employees see?
- Which fields can 8×8 or an AI agent update?
- Which users should have access?
- How will calls and digital interactions be recorded?
- What happens when either platform is unavailable?
- How will duplicate or failed activities be handled?
- What information should accompany a transfer?
- How will future CRM changes affect the integration?
We address these questions during discovery and solution design rather than leaving them until testing.
Our approach to 8×8 deployment
Discovery
Process mapping
Technical assessment
Solution design
Build and configuration
The integration is configured or developed according to the approved design.
Testing
We test expected workflows, data matching, failed actions, duplicate records, permissions and exception handling.
Deployment
The integration is introduced with appropriate user guidance and technical support.
Ongoing optimisation
We monitor the solution and help implement changes as processes, fields or systems evolve.
Why implement AI Studio with Future Voice?
We start with the business case
Our team will focus on the customer or operational problem before defining the technology.
We connect the complete journey
Our experience spans business communications, contact centre, CRM integration and workflow design.
We reduce implementation risk
A proof-of-concept-led approach allows you to validate the experience before committing to a wider deployment.
We maintain human oversight
We help establish clear boundaries, escalation paths and controls around how the agent operates.
We expand at the right pace
Once the initial use case is delivering value, we can help identify where AI agents or connected workflows could be introduced next.
Why choose Future Voice for 8×8?
Communications and integration expertise
We understand how the CRM connection must work within the wider telephony, contact centre and customer experience environment.
Bespoke rather than restrictive
We do not assume an off-the-shelf connector is always sufficient. The recommended approach is based on the required outcome and the capabilities of your systems.
Proof before wider deployment
Where appropriate, a proof of concept can validate the core data flow and user experience before the integration is introduced more widely.
One accountable delivery partner
Future Voice can coordinate the communications platform, integration, number migration, user deployment and ongoing support.
Continued optimisation
As your workflows, CRM and customer journeys change, we can help assess and implement the required integration updates.
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Frequently Asked Questions
What is an 8×8 CRM integration?
An 8×8 CRM integration connects the 8×8 communications environment with a customer relationship management platform. It can support features such as customer record display, click-to-call, activity logging and automated workflows.
Which CRM platforms can integrate with 8×8?
8×8 has an ecosystem of integrations covering established business platforms. The exact functionality available depends on the CRM, connector, 8×8 services and required workflow.
Can 8×8 integrate with Salesforce?
Yes, 8×8 supports Salesforce-related use cases and integrations. The required configuration will depend on your Salesforce environment, objects, fields, workflows and users.
Can 8×8 integrate with Microsoft Dynamics 365?
Integration options are available for widely used business platforms such as Microsoft Dynamics. Future Voice will confirm the appropriate connector and required functionality during discovery.
Can you integrate 8×8 with a bespoke CRM?
Potentially. A bespoke integration will depend on whether the CRM and 8×8 environment provide suitable APIs, authentication and access to the required information.
Can incoming calls open the correct customer record?
Yes, this is commonly referred to as a screen pop. The integration uses available interaction information to search for a matching customer record. The matching rules must account for missing, shared or duplicated telephone numbers.
Can calls be logged automatically?
An integration can be configured to record interaction information against an appropriate CRM record. The exact data logged will depend on the connector and solution design.
Can employees make calls directly from the CRM?
Click-to-call functionality can allow employees to initiate a call by selecting a telephone number within the CRM, subject to the available integration.
Can an integration create tasks or cases?
Yes, where supported. An interaction or outcome can potentially trigger the creation of a case, ticket, task, reminder or other workflow.
Can AI agents access our CRM?
Potentially. Access must be carefully controlled according to the agent’s purpose, the information required and the actions it is authorised to complete.
How long does a CRM integration take?
The timescale depends on the platforms, available connector, customisation, data quality, authentication, workflow complexity and testing requirements.
Can we test the integration before rollout?
Yes. Future Voice can support a proof of concept or controlled testing environment so the core user experience and data flow can be validated before wider deployment.