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CCaaS integration
Twilio Flex
conversation intelligence.
Overtone reads Twilio Flex recordings and TaskRouter attributes directly from your own Twilio account and turns them into scored, coachable conversations.
How the connector works
Read Twilio Flex, score it,
Read Twilio Flex, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Twilio Flex routes or records calls.
Discover calls
TaskRouter events and the Calls resource identify completed, recorded interactions along with the task attributes you already set.
Retrieve audio
Recordings come from the Twilio Recordings REST API, dual-channel where enabled.
Return results
Scores are written back as task attributes and surfaced in your Flex UI or BI 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 |
|---|---|
| Recordings API | Recorded call audio, dual-channel where configured |
| Calls resource | Call SID, direction, duration, status, parent/child call structure |
| TaskRouter | Task attributes, worker, queue, and routing outcome |
| Voice Insights | Carrier and stream quality signals used to flag low-confidence audio |
Deployment
Where it runs.
Managed SaaS, or deployed into your own cloud so recordings stay in the account that created them.
Alongside what you have
It does not replace Twilio Flex.
Flex owns the agent desktop and routing logic. Overtone supplies the analysis layer, and because Flex is programmable, scores can be surfaced directly in a custom Flex component.
- 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
Twilio Flex specifics.
Can scores appear inside the Flex agent desktop?
Yes. Scores are available over the REST API and as task attributes, so a custom Flex plugin can display an agent's own results without them leaving the desktop.
Do we need dual-channel recording?
It is not required, but it helps. Diarization accuracy is 99.1% on dual-channel audio and 94.3% on mixed mono, so enabling dual-channel measurably improves speaker attribution.
Next step
Run it on your
Run it on your
Twilio Flex 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.