What is an API?

An Application Programming Interface (API) is a communication protocol between a client and server that helps develop 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. Ever seen a Google map embedded on a company's website? That was done using an API. The developer didn't have to code his own map functionality and he doesn't even need to understand the logic behind Google maps. He just needs to know how to use the API.

Why are APIs important to contact centers?

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 ones that have the APIs that will lead to omnichannel success.

How NICE can help

NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:

  • Modern ACD providing digital first omnichannel routing and increased business agility
  • Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
  • Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
  • Omnichannel customer journey management

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.