Focus Bubble - Unify VoIP and CRM
Bring your CRM and telephony together - powered by Focus Group
8x8 Contact Center
8x8 Contact Center
Connect more than 175 CRM applications to your 8x8 Contact Center telephony system with integration tool Bubble from Focus group. Connecting your favorite CRM to 8x8 Contact Center is extremely important for improving customer satisfaction and working more efficiently.
Functionalities
We distinguish between CRM and telephony platform specific functionalities. If you are looking for the functionalities your CRM integration has to offer, please check the service description in the marketplace. The complete list of telephony platform-specific functionalities that 8x8 Contact Center supports can be found under tab functions, but we have already listed a few important ones for you. With the 8x8 Contact Center telephony integration, Focus group offers:
- Dialing out with one click on a phone number with the Click & Call feature.
- Pop-up notification on incoming, outgoing and transferred calls.
- Under the same user, link multiple CRM integrations to 8x8 Contact Center at no additional cost.
- The Call History function allows you to see all contact moments of Bubble users with the phone number over the last 90 days so you can immediately see which colleague had the last contact.
- Native application available for Windows & macOS.
- Easy and secure login based on Single sign-on (Microsoft, Google or Apple account).
Technical
Connecting Bubble - and thus more than 175 CRM applications - to your 8x8 Contact Center phone system is very easy. With Bubble, you connect the telephony platform 8x8 Contact Center based on the 8x8 Contact Center API. With this, you set up a secure and stable connection.
All integrations for 8x8 Contact Center-
Bubble pop-up
Make use of the pop-up that Bubble triggers by incoming calls.
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Answer button
With call control you can directly answer a call via a button in the pop-up notification.
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Hangup button
With call control you can directly end a call via a button in the pop-up notification.
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Call initiation
Call initiation is supported by this integration. That means that you can easily start an outgoing telephone call with one mouse click (click to dial), dial button on your keybord (select to dial) or use the Bubble remote dialer and SearchBar.
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Hold/Resume button
Easily put a call on hold during a call with a single mouse click
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Cold transfer button
The cold transfer feature allows you to transfer the call directly to a phone number without a callback.
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Attended transfer button
The warm transfer feature allows you to transfer the call to a call-back telephone number.
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DTMF support
With DTMF support, you can press a key during a phone call via the Bubble and Bubble365 apps to make a selection in, for example, the menu on the other end of the line.
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Supported via telephony platform
Transcriptions are generated by the telephony platform itself and written via Bubble into the connected CRM (if supported).
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Not supported yet
AI transcriptions are currently not supported via the integration between the telephony platform and Bubble.
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Inbound events
This allows Bubble to show data for incoming calls.
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Outbound events
This allows Bubble to show data for outgoing calls.
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Transfered events
Bubble also displays the data on transferred calls.
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External number (inbound)
The $external_number parameter is available for inbound call events.
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External number (outbound)
The $external_number parameter is available for outbound call events.
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Admin account required
Authentication based on an account with admin rights is required to activate the integration
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Company based
This telephone system supports company-level authentication. It is only necessary to add the internal phonenumbers/extensions to the user(s) in the partner portal.
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Clone template
A template must be used when cloning profiles because user authorization takes place, which cannot be cloned.
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Bubble Desktop
bble is installed on each user/workstation and runs locally on the user's computer.
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Bubble Cloud
Bubble is hosted in the cloud, so no local installation is required. Note: This option requires the Bubble Cloud add-on license. For cloud hosting, it is always necessary for our cloud IP addresses to have access to the CRM/telephony environment.