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A dedicated Five9 API user with read-only rights to reporting and recordings.
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CCaaS integration
Five9
conversation intelligence.
Overtone pulls Five9 call recordings and campaign metadata, then scores every call against your own scorecard instead of the handful your QA team has time to review.
How the connector works
Read Five9, score it,
Read Five9, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Five9 routes or records calls.
Pull call data
Call Log reports supply the call identifiers, campaign, disposition, agent and duration for every completed interaction.
Retrieve audio
Recordings are collected through the recordings interface or your configured export target.
Return results
Scores, coaching tasks and compliance flags publish 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 |
|---|---|
| Reporting Web Services | Call log, campaign, disposition, agent, duration |
| Recording export | Completed call audio |
| Configuration Web Services | Agent roster, skills and campaign definitions |
| Campaign metadata | Outbound list and campaign attribution for outcome analysis |
Deployment
Where it runs.
Managed SaaS or private cloud in your own tenant.
Alongside what you have
It does not replace Five9.
Five9 handles routing, dialling and campaign management. Overtone scores the conversations those campaigns produce, and tells you which agent behaviours actually convert.
- 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
Five9 specifics.
We run heavy outbound campaigns. Does Overtone handle that volume?
Yes. Deployments are benchmarked to 40,000 concurrent calls, and outbound campaign metadata is carried through so you can compare scores by campaign, list and disposition.
Can it flag compliance problems on collections calls?
Yes. Required disclosures, mini-Miranda delivery, third-party disclosure and prohibited language can each be defined as scored dimensions with pass thresholds and evidence requirements.
Next step
Run it on your
Run it on your
Five9 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.