---
title: Introduction
excerpt: Overview of the CX-Engine CRM Middleware and its main features.
order: 1
---

## 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](/en/docs/middleware-crm/connect-integration) — link CX-Engine to your CRM
2. [Connect PBX](/en/docs/middleware-crm/connect-pbx) — connect your IPBX to CX-Engine
3. [Configure the Middleware](/en/docs/middleware-crm/configure-middleware) — enable and configure features