---
title: "Improved CRM Integration for 8x8 Contact Center"
slug: "improved-crm-integration-for-8x8-contact-center"
updated: 2026-08-07T12:02:01Z
published: 2026-08-07T12:02:01Z
canonical: "help.8x8.com/improved-crm-integration-for-8x8-contact-center"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Improved CRM Integration for 8x8 Contact Center

## 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.

**Online documentation** for these integrations is available via the links, [below](/support/docs/improved-crm-integration-for-8x8-contact-center#below).

8x8 customers using the following Contact Center integrations have been migrated to use the improved interface, and no action is required for them:

- Salesforce
- Microsoft Dynamics
- NetSuite
- Zendesk
- Zoho (as of July 8, 2025)
- Hubspot (as of July 8, 2025)
- Freshdesk (as of July 29, 2026)
- SugarCRM (as of July 29, 2026)
- ServiceNow (as of July 29, 2026)

## Applies To

- 8x8 Contact Center
- Agent Workspace
- Integrations
- Zoho
- Hubspot
- Freshdesk
- SugarCRM
- ServiceNow

## What is Changing?

### **Menu User Interface**

The tab menu component has been redacted in the new version.

| **Previous version** | **New version** |
| --- | --- |
| ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18892) | ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18894) |

#### **Settings**

Settings that were previously located in the gear icon ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18897) menus have been moved. To access these settings in the new version:

1. Click on the drop-down arrow at the top.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18891)
2. Click **Work Offline**.
3. Then click **My profile**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18898)
4. 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]
> 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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18888)

### **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** |
| --- | --- |
| ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18902) | ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18901) |

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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18904)

### **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** |
| --- | --- | --- |
| ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18903) | ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18906) | ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18905) |

### **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** |
| --- |
| ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18907) |

## Completed Migrations

The following CRMs have been fully enabled to use the latest versions of the 8x8 Contact Center integration. No new action is required for them:

- Salesforce
- Microsoft Dynamics
- NetSuite
- Zendesk
- Zoho
- Hubspot
- Freshdesk
- SugarCRM
- ServiceNow

### Online Documentation

Links to all online help guides for CRM integrations and more are available here:

- [8x8 Contact Center Manuals & User Guides](/support/docs/8x8-contact-center-manuals-user-guides)
- [8x8 Work Manuals & User Guides](/support/docs/8x8-work-manuals-user-guides)