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An OAuth client scoped to read interactions and recordings.
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CCaaS integration
8x8
conversation intelligence.
Overtone connects to 8x8 XCaaS, retrieves contact centre recordings and interaction metadata, and scores every conversation against your own quality criteria.
How the connector works
Read 8x8, score it,
Read 8x8, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how 8x8 routes or records calls.
Discover interactions
The interactions interface supplies IDs, queue, agent, direction and disposition.
Retrieve audio
Recordings are fetched per interaction.
Return results
Scores flow to dashboards and your reporting stack.
What Overtone reads
Least-privilege, read-only.
Overtone asks for the minimum needed to attribute and score a conversation. Nothing else is requested, and access is revocable at any time.
| Source | What it provides |
|---|---|
| Interactions API | Interaction ID, queue, agent, direction, duration, disposition |
| Recording retrieval | Recorded audio per interaction |
| User directory | Agent roster and team structure |
| Quality management data | Existing evaluation context where present |
Alongside what you have
It does not replace 8x8.
8x8 provides the communications platform and its own quality tooling; Overtone adds full-coverage scoring against a rubric you control.
- Scores 100% of conversations, not a 2% sample
- Your own weighted rubric, versioned and auditable
- Coaching plans with timestamped evidence
- Conversion and retention attribution
Questions
8x8 specifics.
Does Overtone cover both voice and contact centre calls on 8x8?
Contact centre interactions are the primary target, and business-phone calls can be included where they are recorded and you have a lawful basis to analyse them.
Can we start with one queue?
Yes, and most customers do. A single queue is enough to calibrate the rubric before rolling out wider.
Next step
Run it on your
Run it on your
8x8 calls.
Send us a week of audio and the scorecard you already use. We will score every call and show you what your current sample never surfaced.