The Data Entry Tax
Every time a sales rep or support agent finishes a call, they face a choice: log the call in the CRM, or move on to the next one. Under pressure, they move on.
The result? Incomplete CRM data. Missing call logs. No audit trail. Managers who can't see what's happening.
This isn't a people problem. It's a systems problem.
What a Connected System Looks Like
When your PBX and CRM share data in real time, the experience changes completely:
For agents: The customer's record appears on screen the moment the phone rings. No searching. No asking "who is this?" They're immediately in context.
For managers: Every call is logged automatically — duration, outcome, which agent handled it, when it happened. The CRM becomes a complete record of customer interactions, not just a wishlist.
For the business: Reports actually reflect reality. Customer history is complete. New agents can see exactly what happened in every previous interaction.
The Integration Complexity Problem
Connecting a PBX to a CRM sounds simple. In practice, it usually isn't.
Most CTI integrations are either:
- CRM-side plugins — limited to one CRM, basic features, no flexibility
- Custom development — expensive (€5,000–15,000), takes weeks, breaks when either system updates
CRM Middleware takes a different approach: a visual, drag-and-drop connector that maps fields between any PBX and any CRM. Deploy in minutes. No code. No maintenance contract.
Which CRMs Does It Support?
CRM Middleware includes native connectors for the most common CRMs in the SMB market, plus a generic API connector that works with any CRM that has a REST API.
Contact us for your specific CRM compatibility check.
The ROI Case
If your team handles 50 calls per day and each call requires 2 minutes of manual CRM entry — that's 100 minutes of administrative work per day. Per agent.
CRM Middleware eliminates that entirely. At a fully-loaded cost of €30/hour, that's €50/day in recaptured productivity. The integration pays for itself in the first week.
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