Glossary
MCP (Model Context Protocol)
MCP (Model Context Protocol) is a common, open way to give AI access to the data and functions of other software. An application publishes a list of its actions – such as finding a customer or creating a deal – and the AI calls the right one when the conversation needs it.
Why it mattersAn AI agent can check an order or make a booking without a human, and your own AI can ask the contact center about calls.
Also called: Model Context Protocol, MCP connector
How it works
How it works
A system runs an MCP server that lists its tools and the permissions for each one. The AI connects to it, sees what it is allowed to use, and calls those tools when it needs them for an answer or a task.
In CONTACT.WORK
How it works in CONTACT.WORK
CONTACT.WORK uses MCP in both directions: our agents take actions in your CRM, accounting, and booking systems through connectors, and your own AI gets contact center data from our MCP server. Every action follows permissions and is recorded in the audit log.
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Where to use it
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Glossary