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An OAuth 2.0 client with read scopes for recordings and call data.
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CCaaS integration
Talkdesk
conversation intelligence.
Overtone subscribes to Talkdesk call events, retrieves each recording as it completes, and scores it against the quality rubric your team defined.
How the connector works
Read Talkdesk, score it,
Read Talkdesk, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Talkdesk routes or records calls.
Subscribe to events
Talkdesk webhooks notify Overtone when a recorded call ends.
Retrieve audio
Recordings are fetched through the Recordings API by call ID.
Return results
Scores and risk flags publish to dashboards, CRM and BI.
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 |
|---|---|
| Calls API | Call ID, direction, agent, ring group, duration, disposition |
| Recordings API | Recorded audio per call |
| Webhooks | Real-time completion events |
| Users API | Agent roster and team structure |
Deployment
Where it runs.
Managed SaaS or private cloud in your own tenant.
Alongside what you have
It does not replace Talkdesk.
Talkdesk handles routing and agent experience; Overtone scores the conversations and generates the coaching.
- 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
Talkdesk specifics.
How does Overtone know when a Talkdesk call is finished?
Through webhook subscriptions on call completion events, so processing begins within seconds rather than waiting for a batch export.
Can we score only certain ring groups?
Yes. Rubrics can be scoped to specific ring groups, teams or dispositions, so a sales queue and a support queue can be measured against completely different criteria.
Next step
Run it on your
Run it on your
Talkdesk 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.