Custom Xelion integration development
Appfront builds custom Xelion integrations that connect your cloud telephony with your CRM, helpdesk or BI environment. Using the Xelion API and webhooks, we enable click-to-dial, display the right customer record as soon as a call comes in, log calls automatically and send call statistics to your dashboards. Your team calls faster, sees who is calling straight away and builds up a complete call history without extra effort.
What is a Xelion integration?
Xelion is a Dutch cloud telephony platform: a hosted PBX with contact centre functionality. Where a traditional phone system only connects calls, Xelion brings calling, call recording, presence, queues and detailed call analytics together in one environment. That makes the platform suitable for organisations with a high volume of telephone contact, from customer service to sales.
In practice, a custom integration means: click-to-dial from your CRM so an employee can call with one click, a screen pop showing the right customer record the moment a call comes in, calls logged automatically to the customer record, and call data and call statistics (CDR) flowing into your BI dashboard. We can also expose presence information and queue data, so colleagues and management information are always up to date.
Appfront builds on the official Xelion integration documentation and the OWASP ASVS security standard. We tailor the integration to your actual call processes and adjacent systems, so it grows with your organisation and stays reliable, even during peak contact centre volumes.
Click-to-dial and screen-pop
Call a number in your CRM with a single click, and see the correct customer record appear as soon as an incoming call arrives. Less searching, faster handling and a conversation that starts with the right context straight away.
Automatic call logging
Every call is recorded automatically against the correct customer record, including direction, duration, status and, where relevant, a note or a link to the recording. Your team builds a complete call history without manual logging.
Call statistics and presence
Make CDR call data, queue and contact centre statistics available to your dashboards, and display presence information wherever your team needs it. Management information and availability thus become part of your own systems.
Our development process for Xelion integrations
We work to a proven methodology that removes uncertainty early and delivers a stable integration. From an initial analysis of your call processes, CRM integration and desired call data through to go-live and ongoing management, every step is aimed at an integration your team can understand and trust.
We map out which call processes you want to improve, which systems need to be integrated with Xelion, and which features you need: click-to-dial, screen pop, call logging, presence or call statistics.
We design the integration architecture, choose the right authentication and draw up an error-handling strategy.
Implementation with automated tests, structured logging and monitoring. You see working builds along the way.
Controlled go-live with data validation and a safety net, followed by ongoing management and further development.
What a Xelion integration delivers in practice
Every Xelion integration is set up specifically for your call processes, your CRM or helpdesk and the call data you need. Below are the features we most often deliver for organisations using Xelion as their telephony platform.
Click-to-dial from the CRM
Call with one click from a phone number in your CRM, helpdesk or own application. No more manually typing or searching for numbers: the call is set up directly via Xelion, with the correct caller identity and linked to the customer record.
Screen-pop on incoming calls
The moment the phone rings, the integration recognises the number and automatically opens the matching customer record in your CRM or helpdesk. The employee sees straight away who is calling, the open tickets and the call history.
Automatic call logging
Incoming and outgoing calls are logged automatically against the correct customer record: direction, duration, status, agent and, where relevant, a note or a link to the recording. Your team maintains a complete call history without any manual work.
Presence & availability
Display the current availability status of colleagues — available, on a call or away — wherever your team needs it: in the CRM, on a wallboard or in a custom application. Transferring and following up becomes far more targeted.
Call statistics and CDR to BI
Call data and CDRs (Call Detail Records) flow into your BI tool, such as Power BI. Volume, average call duration, answer rates and peak hours become visible per team, line or campaign, giving you a solid basis for better staffing and steering.
Queue & contact centre data
Unlock real-time and historical queue information: waiting times, number of callers in the queue, service level and agent performance. Use it for a wallboard, a dashboard or automatic alerts when queues start to build up in your contact centre.
Typical use cases in practice
A Xelion integration looks very different from one organisation to the next. We see a number of patterns recur, and for each of them we have a working setup with attention to click-to-dial, screen pop, call logging and the right call data.
Contact centres
Customer service and support centres with multiple queues and agents. Click-to-dial, screen pop and automatic call logging speed up handling, while queue and service level data appears on a wallboard or in a dashboard. Combine this with our Power BI integration to steer on call data.
Sales teams
Inside sales and account management teams that make a lot of calls from the CRM. Click-to-dial saves time on every call, each contact is automatically logged against the right deal or lead, and call statistics give insight into activity and follow-up. See also our API integrations and HubSpot integration.
Service teams & helpdesk
Support and helpdesk teams working from a ticketing system. When a call comes in, the right ticket or customer record opens immediately, the call is linked to the ticket, and presence shows who can take a question. Faster help, fewer handovers.
SMEs with high customer contact
SMEs where telephony is at the heart of customer contact: wholesale, service providers, care administration or an in-house customer service team. An integration with the CRM ensures every call has context and is recorded, without the team needing any extra steps.
Technology we use
We build Xelion integrations using the Xelion API and webhooks, combined with the back-end stack that suits you. The exact choice depends on your CRM or helpdesk integration and your BI environment, so that your own team can manage or further develop the integration.
Why choose Appfront for your Xelion integration?
Appfront has extensive experience building API integrations for a wide range of organisations in the Netherlands. We always start with a thorough analysis of your existing systems and processes. An integration should not only work technically, but also add practical value to the way you work.
For every integration, we write clear documentation and make sure your own team, or any future supplier, can understand and manage it. No black box, just transparent code and clear agreements on monitoring, alerting and maintenance.
You work with a dedicated point of contact who understands both the technical and the functional side. This keeps communication short, prevents misunderstandings and speeds up decisions when choices need to be made during development.
Also take a look at our broader services around API integrations, middleware, custom software and web app development. Do you work with a different VoIP provider? See our Voys integration.
- Experience with the Xelion API, click-to-dial and call data
- Specialists in CRM and helpdesk integrations
- Familiar with screen pop, presence and automatic call logging
- Secure by default: token rotation, webhook validation, scoped permissions
- Structured error handling and retry mechanisms
- Comprehensive logging and monitoring from day one
- Clear documentation your team can read and manage
- A fixed point of contact, no account managers passed around
- Ongoing maintenance and proactive further development
- A way of working aligned with your existing IT landscape
Security and privacy in Xelion integrations
Phone numbers, call data and any call recordings are personal data and are often commercially sensitive. Appfront builds to the OWASP ASVS standard and to security best practices for API integrations. This means, among other things: API tokens kept in secure vaults, validation of incoming webhook calls, scoped permissions and regular audits of call data and logging flows. Access to recordings and call content is strictly managed on a role-based basis.
Because conversations contain personal data, we help you define the purpose limitation and retention periods — for example, how long call recordings are kept and who may access them. We document the data flows between Xelion and your systems so that your record of processing activities is complete and you can demonstrate GDPR compliance. Where necessary, we align the setup with your own privacy and retention policy.
More on our security approach: information security policy and CVD policy.
- GDPR-compliant data processing and data minimisation
- Encryption in transit (TLS 1.2+) and at rest
- Role-based access and least-privilege principles
- Agreements on retention periods for call recordings
- Audit logs with traceable data flows
- Automatic retries and dead-letter queues
- Monitoring and alerting for anomalies
- Documentation for your record of processing activities
Frequently asked questions about Xelion integrations
Answers to the questions we are asked most often about Xelion implementations.
A Xelion integration is a technical link between the Xelion cloud telephony platform and another system, such as your CRM, helpdesk, ticketing tool or BI environment. Using the Xelion API and webhooks, it enables click-to-dial from your application, automatically displays the correct customer record when an incoming call arrives (screen-pop), logs calls automatically and feeds call data and telephony statistics into your dashboards. An integration can be simple (click-to-dial from a single CRM) or comprehensive (presence, queue data and contact centre statistics in a BI dashboard).
Xelion suits Dutch organisations with a high volume of telephone customer contact that are looking for hosted PBX and contact centre functionality: calling, call recording, presence, queues and call statistics in one platform. It is well suited to contact centres, sales and service teams, and small to enterprise-sized organisations. For purely messaging-based applications or international CPaaS scenarios, platforms such as Twilio or CM.com may be a better fit; we will work with you to determine which solution matches your needs best.
A simple integration, such as click-to-dial and screen-pop between Xelion and one CRM, is typically quicker to deliver than a comprehensive project involving automatic call logging, presence synchronisation, queue data and call statistics feeding a BI dashboard. The timeline depends on the number of systems involved and the complexity of the business logic you need. After an introductory meeting, we'll give you a realistic estimate.
We work with the Xelion API and webhooks, combined with the backend stack that suits you: Node.js, Python, PHP or .NET. Authentication runs via API token or credentials as prescribed by Xelion. For the integration we use click-to-dial, call data and CDR, presence and queue information. We connect the data to your CRM, helpdesk or a BI tool such as Power BI, depending on your landscape.
Costs are determined by the complexity of the data flows, the number of systems to connect, the required synchronisation frequency and the amount of custom business logic. Ongoing management, monitoring and support also affect the total investment. We always provide a clear quote following a no-obligation analysis of your situation.
Yes. Call data, phone numbers and any call recordings are personal data, so we handle them in line with the GDPR. Appfront builds to OWASP ASVS: API tokens are kept in secure vaults, webhook calls are validated, permissions are scoped and access rights are strictly separated per integration. We help you define purpose limitation and retention periods, for example for call recordings, and document the data flows so your record of processing activities stays complete and you can demonstrate GDPR compliance.
Yes. Appfront regularly takes over existing integrations, including those originally set up by another party. We review the API integration, webhook configuration, click-to-dial and logging logic and error handling, document the current setup and propose improvements. From then on, we can handle changes, extensions and monitoring, including timely rotation of API tokens.
Xelion is a good fit for organisations with a high volume of telephone customer contact: contact centres, customer service and support teams, sales and account management teams, and SMEs through to enterprises that want to connect their telephony to CRM, helpdesk or BI. Typical use cases include click-to-dial from the CRM, screen-pop with the customer record on an incoming call, automatically linking calls to customer records and call statistics in a dashboard. For pure messaging or international CPaaS, we'll work with you to determine whether another platform is a better match.
Ready to build your Xelion integration?
Tell us which call processes you want to improve and which CRM, helpdesk or BI tool Xelion needs to integrate with. We're happy to help you think through click-to-dial, screen-pop, call logging, presence and call statistics. A no-obligation first conversation will quickly give you a clear picture of what's possible. Feel free to contact us.