Connect to the recorder
A read-only service account against the Verint recording export interface, over your own network.
Home/Integrations/Verint
WFM integration
Verint
conversation intelligence.
Overtone reads from your Verint recorder and writes scores back into Verint quality management, so coaching gets scheduled against measured gaps instead of a supervisor's hunch.
How the connector works
Read Verint, score it,
Read Verint, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Verint routes or records calls.
Match interactions
Verint interaction metadata supplies agent, queue, duration and disposition for attribution.
Score every interaction
Your rubric is applied to 100% of recorded interactions rather than the sample a human could review.
Write back
Composite and per-dimension scores, compliance pass/fail and coaching tasks post back onto the agent record in Verint, with evidence links.
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 |
|---|---|
| Recording export | Completed interaction audio |
| Interaction metadata | Agent, queue, duration, disposition, direction |
| Employee records | Roster, teams and supervisor hierarchy |
| Scheduling data | Shift and adherence context for coaching planning |
What Overtone writes back
| Written to Verint | Detail |
|---|---|
| Quality scores | Composite and per-dimension, per interaction |
| Compliance results | Pass/fail per requirement with cited evidence |
| Coaching tasks | With due dates and attached clip references |
Deployment
Where it runs.
Usually deployed on-premises alongside the Verint estate, which is typically why the customer chose Verint in the first place. Private cloud and SaaS are also available.
Alongside what you have
It does not replace Verint.
Verint keeps recording, scheduling and adherence. Overtone replaces the manual scoring step, so nobody runs two quality systems in parallel.
- 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
Verint specifics.
Does Overtone replace Verint?
No. It reads from the Verint recorder and writes scores back into Verint quality management. Verint keeps recording, workforce management and scheduling; Overtone replaces the manual sampling and scoring step.
Can scores drive Verint coaching schedules?
Yes. Scores, compliance results and generated coaching tasks post back onto the agent record, so planners schedule off-phone coaching time against the gaps that were actually measured.
We use Verint specifically because our data cannot leave the building. Does that still hold?
It does. In an on-premises deployment transcripts, scores and the search index persist only in your own SQL Server, and audio is streamed into memory and discarded rather than copied anywhere.
Next step
Run it on your
Run it on your
Verint 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.