8x8 dialer

Updated: 06/03/2024 OverviewThe 8x8 Web Dialer is an easy way to initiate calls from 8x8 Work for Desktop by clicking on a phone number on a web browser page.Web Dialer automatically highlights most telephone numbers for you, turning them into clickable links. When a phone number is clicked, a call is dialed out through 8x8 Work for Desktop.Other options are also available when manually highlighting a phone number: Initiate a call through 8x8 Contact Center Initiate sending an SMS/text message through 8x8 Work for Desktop IMPORTANT Note Regarding Use of 8x8 SMS: If you currently use or will use any 8x8 service to send SMS messages in any amount (even just one message), regardless of the purpose, you must register an "SMS Campaign" with 8x8. If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023. Please see below for further details about registration. Enabling SMS for an 8x8 user extension requires a registered SMS campaign. See this article for more information: SMS Campaign Registration and Impact. Applies To 8x8 Work for Desktop 8x8 Contact Center Google Chrome Web BrowserInstallation Navigate to the 8x8 Web Dialer extension page in the Chrome Web Store. Click Add to Chrome. At the prompt, click Add Extension. Once install is complete, refresh your open web pages to update any listed phone numbers.Requirements and Restrictions 8x8 Work for Desktop is required to run in conjunction with Web Dialer. Safari web browser is not supported. Highlight and Call, or send an SMS message: Not all web sites will allow the Web Dialer extension to highlight phone numbers. However, Web Dialer has an alternative "highlight and call" method for initiating calls. With the latest Google Chrome version of the 8x8 Web Dialer (v2.1.0 and higher), you can quickly initiate a text message with a phone number. Note that 8x8 SMS functionality requires your company to register an SMS campaign and enable SMS per user, first. Please see this article for instructions: 8x8 Web Dialer: Initiate Calls and SMS messages from Web Browser Applications Use of Web Dialer is not recommended in Salesforce when you are also using the 8x8 Work for Salesforce integration, as Web Dialer may interfere with Salesforce's native CTI click-to-dial functionality. Web Dialer does not support single-click dialing in 8x8 Contact Center. Only the "highlight and call" method mentioned below is supported. Currently when

ObjectiveWhen you install the latest version of 8x8 Web Dialer into Google Chrome, you can perform the following with minimal mouse clicks: Initiate Calls with Web Dialer Initiate SMS messages with Web DialerWeb Dialer provides the option to either click an automatically highlighted phone number to initiate either a phone call or an SMS message (for web sites which support automated highlighting), or to manually highlight a web page phone number and initiate a phone call or SMS message.Initiating phone calls is supported through 8x8 Work for Desktop and 8x8 Contact Center. For use with 8x8 Work phone extensions, the 8x8 Work for Desktop application is required to use Web Dialer, even if you have a desk phone. However, 8x8 Work for Desktop may be configured to force ringing of your desk phone. See this article for details: 8x8 Work for Desktop Call Using Deskphone Options IMPORTANT REGARDING SMS: If you currently use or will use any 8x8 service to send SMS messages in any amount (even just one message), regardless of the purpose, you must register an "SMS Campaign" with 8x8. If your business is not registered with The Campaign Registry, unregistered SMS/MMS will no longer be supported after March 31, 2023. Enabling SMS for an 8x8 user extension requires a registered SMS campaign. For more information, see SMS Campaign Registration and Impact. Applies To 8x8 Web Dialer v2.1.0 and higher for Google Chrome 8x8 Work for Desktop 8x8 Work SMS Messaging 8x8 Contact CenterInitiate Calls with Web DialerClick to DialMost web browser applications should support native Web Dialer operation, which allows you to click on a highlighted phone number to initiate an outbound call.If a web site supports this function natively: Phone numbers should appear highlighted and underlined. Example: +14085551212. Holding your mouse cursor over the phone number should pop a notification: Call using 8x8.To dial the number: Locate a phone number on your desired web page, and click on it. Your logged-in 8x8 phone extension will ring in 8x8 Work for Desktop. You must answer that call to connect to the phone number you've clicked on. Note: If you've enabled the Web Dialer for Click to SMS, you'll be presented with Call via 8x8 and SMS via 8x8 options when clicking an automatically highlighted phone number. In this case, you must then click the Call via 8x8 icon to initiate your call. Highlight and Dial a Phone NumberIf a web site does not natively support Web Dialer's one-click function, you should still be able to easily dial a phone number.To dial the number: Select to highlight the entire phone number you want to dial. This can often be done by double-clicking on the number. Right-click on the

Highlighted phone number and select 8x8 Web Dialer from the popup menu. Select one of the following, depending on which 8x8 service you are logged into and using: 8x8 Work for Desktop: Dial this number (8x8 Work) 8x8 Contact Center: Dial this number (Contact Center) The phone on your logged-in service will ring. You must answer that call to connect to the phone number you've clicked on. Contact Center: Currently when a Contact Center agent uses the "highlight and dial" dialing method, two limitations will apply: The original web page that a call was launched from will redirect to the call-initiating HTML page. Clicking the back button in the web browser is required to return the agent to that page. Contact Center agents using the Web Dialer for initiating outbound calls will not be placed in Busy status. If they were Available before initiating the call, Available status will remain active for the duration of the call. Both of these issues are being reviewed, and may be addressed in a future update. Initiate SMS messages with Web DialerWith the latest Google Chrome version of the 8x8 Web Dialer, you can quickly initiate an SMS text message to a highlighted phone number. Enable Click to SMS Send a Message to a Highlighted Phone Number Highlight and Send a Message to a Phone NumberEnable Click to SMSYou must first Enable Click to SMS in Chrome to see and use the SMS options, for either manual or automatic highlighting of phone numbers.To do this: Click on the 8x8 icon in your Chrome browser address bar, and select Enable Click to SMS.Send a Message to a Highlighted Phone NumberIf you've enabled the Web Dialer for Click to SMS, you'll be presented with Call via 8x8 and SMS via 8x8 options when clicking an automatically highlighted phone number. Locate a phone number on your desired web page, and click on it. Click the SMS via 8x8 icon. 8x8 Work for Desktop will open a messaging window directed to the phone number you clicked. From there you can compose and send your message.Highlight and Send a Message to a Phone NumberTo send an SMS message to a manually-highlighted phone number: In the web page you are viewing, select to highlight the phone number you will send a message (do not click). Right-click on the highlighted phone number and select 8x8 Web Dialer from the popup menu. Select Message this number (8x8 Work) to initiate sending an SMS/text message through 8x8 Work for Desktop. 8x8 Work for Desktop will open a messaging window directed to the phone number you selected. From there you can compose and send your message.Additional Information Install the 8x8 Web Dialer Chrome Extension

And reportsCall quality: Diagnostic reports for all calls and video meetings, about message delivery, call quality, and audio data transfer speedSpeech and sentiment analysis: AI records, transcribes, and analyzes customer sentiment for every call. This enables supervisors to click on interactions afterward, to revisit the audio, transcript, and sentiment.Custom dashboards: Supervisors can combine users, KPIs, widgets, and visual displays like graphs and charts to create custom reportsContact Center Features8x8’s X6, X7, and X8 plans add contact center functionality to the app, supporting your phone system with new channels, workflows, routing capabilities, and outbound customer-engagement tools.8x8 Contact Center Channels:Voice: With outbound auto dialer and inbound routingEmail: With prebuilt workflows and queues, with time-based processing and priority routingChat: Chatbots and up to 6 chat concurrent live-chat sessions per agent, embeddable into your website. Includes real-time translation.SMS: One-way and two-way SMS, plus the ability to send links to knowledge-base articlesSocial media: Facebook and Twitter DM, with scripting tools and skills-based routing based on the channelInstant messaging apps: WhatsApp, Viber, and moreCo-browsing: Agents can join customers on your app, from the customer’s view, in real-timeThe contact center provides a new agent workspace that unifies customer context, team collaboration, and multichannel functionality. Agents can view each customer’s journey, transfer customers to other agents, and view background information about customers and products using integrated CRM systems and databases. The CCaaS supervisor dashboard gives an overview of queue activity and agent status, with monitoring tools for administrators to jump into live calls.Support customers with social media and email, intelligent chatbots, skills-based routing, an outbound auto dialer, follow-up surveys, and more.8x8 Contact Center Features:Intelligent Customer Assistant: Create multichannel self-service chatbots using a drag-and-drop flow builder, connecting with a variety of integrations like CRM systems, Google Translate, ChatGPT, and more. Chatbots embed into your website and provide payment processing, routing, knowledge base information, and more.Workforce management: Algorithms that track contact center activity to forecast volume and staffing needs across all channels. 8x8 WFM creates schedules, tracks employee schedule adherence, and automatically notifies involved parties when an issue occurs.Auto dialer: Preview, progressive, and predictive dialers that automatically reach out to qualified leads, detect voicemail machines and busy signals, and connect live recipients with agentsOmnichannel routing: Receive inbound contacts across all contact center channels, routing each customer to the right agent or queue according to availability, channel, skills required, and customer VIP statusCustomer surveys: Create and send automatic customer surveys after customer interactions, via voice or messaging channelsIntegrationsAll 8x8 plans support over 40 integrations with popular third-party applications: CRM integrations like HubSpot, workforce management tools, collaboration apps, and even other call center platforms like Zendesk.Popular 8x8 Integrations:Salesforce: Extract contact profile information and campaign lists from Salesforce, for auto dialer dialing lists

8x8 provides a business VoIP system integrated with unified communications and contact center plans. Agents can use 8x8 for video meetings, file sharing, and internal chat–while administrators can use it to supervise teams.This article will outline 8x8’s pricing and plans, discussing what each plan includes, key features, pros and cons, and alternatives.What is 8x8?Pricing and PlansKey FeaturesPros and ConsAlternativesVoIP services starting at $10/moWhat is 8x8?8x8 is a cloud-based phone system offering both unified communications and contact center products that bundle VoIP calling, team chat, SMS texting, and video conferencing.Available in pricing tiers ranging from $24 to over $100 monthly per user, 8x8’s software applications support team collaboration, routing and queueing, analytics, AI support and automations, and integrations with hundreds of third-party platforms.8x8 Pricing and Plans8x8’s offers four phone-system products: a unified communications (UCaaS) platform, two contact center solutions and APIs that can be used to build a custom system.Business Communication Plan8x8’s UCaaS plan includes VoIP, team messaging, SMS, video conferencing, collaboration, routing, analytics, and more.Notable Features:Unlimited calling to 48 countries: Users can make unlimited calls to 48 countries, including the UK and Italy. While 8x8 doesn’t allow you to call mobile numbers from many of these countries, the unlimited calling area is still impressively large.Interactive video meetings: Host meetings with up to 500 people, with the option for Youtube live-streaming. Meetings include interactive features like polls, emoji reactions, and breakout rooms.Conversation IQ: Live transcription for all voice calls, plus AI analysis that offers script suggestions, customer sentiment, and agent feedbackTeam Chat: 1:1 instant messaging, file sharing, and group chat with fine-tuned access. Users can follow topics or launch a video or phone call directly from a threadContact Center Plans8x8 offers two Contact Center pricing plans. 8x8 Contact Center includes an agent workspace, high volume messaging, omnichannel and skills-based routing, and more. 8x8's CX Plan combines these features with UC tools like calling and video conferencing, with adcaned queue management and conversational intelligence.Notable Features:Agent workspace: An agent view that unifies not only communication channels, but integrated data and customer contact information. Agents have fuller context and the ability to easily transfer calls, or communicate with coworkers while live on call.Omnichannel routing: Route all inbound contacts to the best-suited agent, across all channelsCo-browsing: Agents can view a customer’s screen during live interactions to gain a better understanding of the customer’s experienceIntelligent Customer Assistant: Create a virtual chatbot that can support customers with everything from routing to processing payments. Chatbots can recommend knowledge base articles and have conversations across digital messaging channels.Auto dialer: Preview, progressive, and predictive dialer technology that automatically dials customers from a list, before connecting live recipients to agentsWorkforce management: AI algorithms track call volume and forecast staffing needs, creating

Step 1: Set up an outbound queue for dialer Every 8x8 Contact Center outbound campaign is directed via an outbound queue. The queue must define the dialing mode which determines how calls are handled when this queue is assigned to a campaign. It can be set to preview, progressive, or predictive mode. To add an outbound queue and set up the dial mode: Log into 8x8 Configuration Manager. From the menu, go to Queues. Select to add an outbound queue. Define the following queue properties. Enter a name, set a default priority, indicate the percentage of calls on this queue to be recorded. Dial Mode (for campaigns): Select the dialing mode for campaigns from the drop-down list of choices. Dial mode defines how calls will be handled when this queue is assigned to a campaign. Note: This progressive or predictive dial mode when applied to a queue impacts the dialing mode in call back scenarios via the API or the IVR. Preview dialer: Offers agents the preview of the customer record before dialing out, either automatically or via agent action. Progressive dialer: Reacts to agent state and uses available data to make calls on behalf of agents in the background. Dials at a 1:1 ratio (one call for every agent in available status), making calls until a live customer answers. There is a reduced risk of abandonment but higher agent wait times. Predictive dialer: Monitors all agents status for high-performance outbound dialing, predicting the availability of agents before they end