Glossary

Connector

A connector is a prebuilt module that links a contact center platform with another system: telephony, a CRM, an ERP, a messaging app, or a language model. It understands both sides and translates data from one system's format into the other's, so you don't build the integration from scratch.

Why it mattersWith a connector, an integration goes live in days instead of months of coding.

Also called: Integration module, Connector

How it works

Every system speaks its own language: telephony has call events, a CRM has its own API. A connector sits between them: it receives an event on one side, such as an incoming call, and takes the right action on the other – opens the customer record, creates a deal, logs the call in the history. What data to pass and in which direction is set up in settings, not code.

Types

Types of connectors

Telephony connector – collects call events from Asterisk, FreeSWITCH, or another phone system and passes them to other systems
CRM and ERP connectors – the customer record pops up on a call, calls and chats land in the history, plus deals and orders
Messaging connectors – conversations from WhatsApp, Facebook Messenger, Telegram, and other apps in one window
Language model connector – connects AI to your data and systems and gives it access only to what you allow
MCP connectors – give AI agents access to your systems' data and actions through a common standard

In CONTACT.WORK

How it works in CONTACT.WORK

CONTACT.WORK has its own Asterisk connector – we've been developing it since 2015 – plus prebuilt connectors for popular CRMs, messaging apps, and language models. If there's no prebuilt one, we'll build a connector for your system: any system with an API works. Connectors run wherever the platform is installed.