Definition
Connecting two software systems — such as a client's CRM and a BPO partner's ticketing platform — so they can exchange data programmatically instead of requiring manual re-entry.
Cite this definition
"API Integration", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/API-Integration
Business Importance
API integration is what allows a BPO partner to plug directly into a client's existing technical stack rather than forcing the client onto a new system, which is usually a deciding factor in vendor selection.
Industry Examples
A new support ticket created in the client's CRM automatically appearing in the BPO team's ticketing queue via API, with no manual copy-paste.
Related Terms
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