100% of conversations
Every call scored against your rubric, every month, rather than the four to six per agent a human review programme can reach. Coverage is the difference between a statistic and an evidence trail.
Comparison
An Observe.AI alternative
An Observe.AI alternative
for regulated contact centres.
Overtone covers the same core job — score every call, coach agents, connect quality to outcomes — with one difference that decides most of our deals: the entire system of record can run inside your own data centre.
Why teams look
The requirements
The requirements
we hear most.
These are the constraints that bring teams to us when they are evaluating Observe.AI or looking at the category more broadly. If none of them describe you, we are probably not the right fit, and we will say so early.
- Our security review will not approve sending recordings to a vendor cloud
- We operate under HIPAA, PCI or state insurance regulation
- We need an air-gapped option with no outbound connectivity
- We want scores written back into the WFM suite we already own
- We need rubric versioning so historical scores stay reproducible under audit
What Overtone does
Scores every call, on
Scores every call, on
a rubric you own.
Rather than describe anyone else's product, here is precisely what ours does. Compare it against whatever else you are evaluating.
Your scorecard, versioned
Define dimensions, weights, thresholds and evidence requirements yourself. Rubrics are dated and version-locked, so a score from March is still reproducible in December when an auditor asks.
Runs inside your network
On-premises, private cloud, or managed SaaS. In an on-premises deployment the transcripts, scores and search index persist only in your own SQL Server, and audio is never written to disk off your network.
Evaluation checklist
Ten questions to ask
Ten questions to ask
every vendor, including us.
Vendor-neutral, and deliberately awkward. If a vendor cannot answer these crisply — and that includes us — keep looking.
01
Coverage
What percentage of conversations actually get scored — all of them, or a sample? If it is a sample, how is it selected, and can you defend that selection to an examiner?
02
Rubric ownership
Can you define your own dimensions, weights, thresholds and evidence requirements? Or do you adopt the vendor's scorecard? Can you run different rubrics per line of business?
03
Version control
If you change the rubric in June, are March's scores still reproducible? Under audit this matters more than most buyers expect.
04
Evidence
Does every score cite the specific utterance and timestamp it came from? Agents dispute scores they cannot trace, and disputes are what kill adoption.
05
Deployment
On-premises, your own cloud tenant, or vendor SaaS only? Ask specifically where the system of record lives, not just where processing happens.
06
Data at rest
Is raw audio ever written to disk outside your boundary? Is PII redacted before persistence, or only masked at display time?
07
Model training
Is your data used to train shared models? Get the answer contractually, not verbally.
08
Write-back
Do scores flow back into the WFM, CRM and BI tools your teams already use, or do you gain another dashboard nobody opens?
09
Outcome linkage
Can quality scores be joined to CRM outcomes so you can show what the programme is worth in revenue terms?
10
Exit
How do you get your transcripts and scores out if you leave, and in what format?
Evaluate us properly
Bring us one week
Bring us one week
of your calls.
Run the same audio through whatever else you are evaluating and compare the output side by side. That is a far better test than any comparison page, including this one.