An application programming interface (API) is a communication protocol between a client and server for developing client-side software. APIs allow different software to communicate with each other by acting as intermediaries. They do this by transmitting a request from one application to another, and then returning with the response.
APIs provide significant benefits to developers by allowing components from other applications to be reused. For example, a Google map can be embedded in a company's website using an API. The developer doesn't have to code the map functionality, nor understand the logic behind Google maps. They just need to know how to use the API.
Contact centers frequently have software tools that need to “talk to” and integrate with each other - CRM applications, order entry systems, IVRs, reporting tools and ACDs, just to name a few. Successful integration of these applications is a critical component to delivering a seamless omnichannel customer experience. Applications that use APIs will be easier to integrate. Therefore, when selecting third-party software, contact centers should look for those that have the APIs needed for omnichannel success.
