What is CX-Engine CRM Middleware?

The Middleware CRM tool is designed to connect your phone system (IPBX) to your CRM. It automates contact screen-pop on incoming calls, automatically logs calls in your CRM, and enriches call data with contextual information.

Unlike integrations natively available in your IP-PBX systems, the Middleware allows you to configure multiple entry/exit points (CRM) simultaneously and also enables you to set up via a simple drag-and-drop interface.

You can view your calls from your business application, our interface, or via our API.

Key Features

• Screen pop: automatic identification of the calling contact in your CRM
• Call logging: automatic logging of inbound and outbound calls
• Data enrichment: retrieval of the direct line dialed, call segments, and audio recordings
• AI transcription & analysis: automatic call transcription with sentiment analysis and summaries (Insights AI add-on)

Architecture

CX-Engine sits between your IPBX (3CX, Yeastar) and your CRM via an API. The entire configuration is done through the web interface — no development required.

Prerequisites

• A supported IPBX (3CX v18+ or Yeastar P-Series)
• A supported CRM (Dynamics 365, Salesforce, HubSpot, Loji, and others)
• Administrator access to CX-Engine

Setup Steps

1. Connect CRM Integration — link CX-Engine to your CRM
2. Connect PBX — connect your IPBX to CX-Engine
3. Configure the Middleware — enable and configure features