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Glossary

API (application programming interface)

An API (application programming interface) is a set of rules one program uses to request data or an action from another. Through APIs, a contact center platform connects to your CRM, website, and internal systems: the CRM starts a call, and the platform sends back recordings, statuses, and call outcomes. Nobody has to copy data by hand.

Why it mattersThrough the API the contact center is linked to the CRM and other systems, so agents don't re-enter data by hand.

Also called: Application programming interface, API integration

Features

What a contact center API can do

A contact center API is usually used for tasks like these:

  • Call from the CRM or your own app in one click
  • Receive events: call arrived, answered, ended, missed
  • Fetch call recordings and transcripts
  • See in real time which agents are free and how many customers are waiting in the queue
  • Send call and agent statistics to your own analytics system
  • Start a call or message on an event in your system – for example, when an invoice is overdue

How it works

Types of API

REST APIYour system sends an HTTP request – “give me yesterday's recordings” or “call this customer” – and gets a response.
WebhooksThe other direction: the platform pushes an event to your system's address the moment it happens. No need to poll it every few seconds.
AMI and AGIAsterisk telephony interfaces. AMI controls calls and reports events; AGI plugs your scripts into call handling. Working with them directly is hard, so a simpler API is usually built on top.
MCPA protocol that gives language models access to data and actions in other systems. Through it an AI agent finds an order in the CRM or creates a ticket.

In CONTACT.WORK

How CONTACT.WORK uses it

CONTACT.WORK has a general API and webhooks: through them, your systems work with calls, chats, customers, outbound campaigns, recordings, and reports, and learn about events right away. For Asterisk telephony, there is also an API connector. It saves you from working with AMI and AGI directly: your apps use it to make and take calls, fetch recordings and statistics, and track queue and agent status. One connector can collect events from several Asterisk servers.

Report data can be exported to your BI system, and AI agents work with your systems through MCP connectors. Our developers build CRM and back-office integrations on the API to fit specific processes – we have more than 500 such integrations already.

More

Where to use it

API connector for Asterisk Connect telephony to your own apps Learn more MCP connectors Give AI agents access to data in your systems Learn more Integrations Find your CRM among our prebuilt integrations Learn more

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Glossary

Related terms

CRM – customer relationship managementERP – enterprise resource planningCTI – computer telephony integrationIP PBXCall recording

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →