Connect
Webex Contact Center APIs for cloud deployments, or your recorder's export interface for UCCE and UCCX.
Home/Integrations/Cisco Webex Contact Center
CCaaS integration
Cisco Webex Contact Center
conversation intelligence.
Overtone works across Cisco estates, from Webex Contact Center in the cloud to UCCE and UCCX on-premises with a third-party recorder.
How the connector works
Read Cisco, score it,
Read Cisco, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Cisco routes or records calls.
Match metadata
Call detail records supply agent, team, queue, duration and wrap-up for attribution.
Retrieve audio
Recordings are read from Webex CC storage, or from Calabrio, Verint or MediaSense in on-premises Cisco estates.
Return results
Scores publish to dashboards, and on-premises deployments keep every transcript inside your network.
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 |
|---|---|
| Webex CC APIs | Task and contact records, agent and queue attribution |
| Recorder export | Audio from Calabrio, Verint or MediaSense in UCCE/UCCX estates |
| Call detail records | Duration, wrap-up code, transfer chain |
| Agent configuration | Teams, skills and supervisor hierarchy |
Deployment
Where it runs.
Cloud, private cloud, or fully on-premises. Cisco estates are frequently on-premises for the same data-residency reasons that make Overtone's on-premises deployment relevant.
Alongside what you have
It does not replace Cisco.
Overtone reads whichever recorder your Cisco estate already uses; there is no need to change the recording layer.
- 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
Cisco specifics.
We run UCCE on-premises with Calabrio recording. Is that supported?
Yes. Overtone reads from the Calabrio recorder over your own network and uses Cisco call detail records for attribution. The whole deployment can stay on-premises.
Does this work with Webex Contact Center in the cloud?
Yes. Webex CC is read through its APIs for both metadata and recordings, and Overtone can still persist the system of record on-premises if that is your requirement.
Next step
Run it on your
Run it on your
Cisco 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.