I have managed to semi integrate our CRM with asterisk using AMI. We can call directly from our application and also monitor our calls using a web interface. The only place where I feel our integration is a bit ropey is how we are using the softphone.
We are using the x-lite3 which is a bit elaborate for what we require now but doesnt do a couple of simple things that we need it to do.
Are there any softphone options that we can customise ourselves or any softphone developers you can recommend?