Agentic Orchestration and Integration of PBX and SaaS CRM Platforms
DOI:
https://doi.org/10.15680/IJCTECE.2025.0802014Keywords:
Agentic orchestration, PBX integration, SaaS CRM, microservices architecture, event-driven communication, Apache Kafka, system scalabilityAbstract
It is a research on the agentic orchestration and integration of PBX (Private Branch Exchange) and SaaS CRM (Customer Relationship Management) platform using a Microservices Architecture with Event-Driven Communication using Apache Kafka as the fundamental tool. The research will work towards integrating the efficiency, scalability and real-time synchronization of these hitherto separate systems. The use of microservices makes every element of the PBX and CRM ecosystem modular, which allows scaling and the optimization of performance separately. The event-driven communication provided by Kafka makes sure there is a smooth flow of data at the lowest latency and increased system responsiveness. In the study, the effectiveness of this method compared to other integration techniques, like Monolithic Architecture and Service-Oriented Architecture (SOA), has been found to perform better in fault tolerance, reduction of operational overhead and processing of real-time events. The results indicate that the methodology offers a solid solution to the integration of complicated enterprise systems that offers a scalable, robust and efficient approach to the contemporary enterprise communication
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