An API (Application Programming Interface) in contact centers is a set of rules and protocols that allows different software applications to communicate with each other. It enables integrating various systems and tools, such as CRM software, workforce management tools, and communication platforms, to streamline operations and enhance the customer service experience. APIs facilitate the seamless sharing of data and functionality between systems, improving efficiency, personalization, and the ability to offer a unified customer experience across multiple channels.

Return to glossary.