Conversation Intelligence Software

Best Conversation Intelligence Software include:

Chorus.ai.

Conversation Intelligence Software Overview

What is Conversation Intelligence Software?


Conversation intelligence software records, transcribes, and analyzes customer and prospect conversations. This allows sales reps, account managers, and customer success managers to gain deeper visibility into the overall health of the deal/account and identify the best next steps.


This type of software is related to call recording software, though it takes call analysis a step further by applying artificial intelligence (AI) to analyze the speech, text, and sentiment within call recordings. Using natural language processing (NLP), conversation intelligence platforms utilize a self-learning algorithm to analyze speech and text elements.


Thus by default, all products featured in this category include call recording and transcription capabilities. But the layering of AI-based insights on top of basic call recording and transcription means conversation intelligence platforms are able to:

  • make data-backed recommendations to users,

  • proactively flag deals or accounts that may be losing momentum,

  • identify best practices that should be adopted by the entire team.


This software is also closely related to sales coaching software. In fact, many conversation intelligence platforms offer sales coaching based on the meeting intelligence the product collects.


Within the conversation intelligence space, some vendors have taken the approach of adding more integrations so that call analytics and data can be pulled into third-party systems like CRM, business intelligence (BI), and marketing automation software. On the other hand, other vendors have created a centralized dashboard within their own platform where users can find call data and analytics.

Benefits of Conversation Intelligence for Sales and CS

There are a number of benefits to using a conversation intelligence platform for customer-facing teams like sales, customer success (CS), customer experience (CX), ecommerce, marketing, etc.


For sales teams, conversation intelligence software can help increase overall team performance. This could include helping to ramp up new hires quickly, identify and socialize best practices, and ensuring all reps stay on message.


For customer success and customer experience teams, these platforms help provide visibility into overall deal/account health and engagement level. For example, conversation intelligence platforms can help create smooth account transitions (from sales to CS, sales to implementation, etc.) since all team members will have access to call recordings and intelligence. Users can also collect and document customer feedback via conversation intelligence tools.


And for strategic members of revenue-driving teams, this type of software can help inform critical go-to-market decisions. For example, teams can utilize call intelligence to help conduct win-loss analysis, understand which competitors are showing up more in deal cycles, and keep a thumb on the pulse of market trends.

Conversation Intelligence Software Features

Most conversation intelligence platforms will have the following features:


  • Call recording

  • Cloud storage for recordings

  • Call transcription

  • Intelligent call analytics

  • Topic tags

  • Topic-based call analytics

  • AI-based insights

  • Meeting/call sharing

  • Call snippets

  • Deal risk/account health alerts

  • Sales coaching

  • Closed won/lost analysis

  • Integration with third-party tools (CRM, BI, Marketing Automation, etc.)

Conversation Intelligence Software Comparison

Before pulling the trigger and investing in a conversation intelligence tool, consider these key factors:


  1. Ease of use: This is arguably one of the most important aspects of the tool, as it will make or break adoption of the platform among your sales team or customer success/experience team. Try out a free trial of the conversation intelligence platform you plan on purchasing and ask a few end-users to trial it as well. This will give you a good idea of how user-friendly it is and how quickly it will be adopted by your team.

  2. Supported languages: As analyzing and providing insights based on conversations is the main focus of these platforms, make sure they support the language(s) your business uses. Some vendors provide support for a larger number of languages or better quality support (i.e. transcription and translation capabilities).

  3. Transcription accuracy: Vendors that offer robust conversation intelligence solutions (i.e. ones that have been on the market for a number of years) tend to have more mature transcription capabilities. This is because their AI algorithm has been able to learn from a larger number of conversations and improve the accuracy of its transcription. Other things that can impact transcription accuracy are how well the platform can recognize speech from speakers with accents and the number of supported languages.

Pricing Information

Most conversation intelligence vendors do not provide public pricing information on their website. Pricing for these platforms is typically subscription-based, with the option to pay on a monthly or annual basis.


Conversation Intelligence Products

(1-23 of 23) Sorted by Most Reviews

Chorus.ai

Chorus.ai

Customer Verified
Top Rated
TRUE

AffectLayer in San Francisco offers Chorus.ai, a platform for generating actionable call notes and insights into sales conversation for optimization and sales enablement or training purposes harnessing AI.

SalesLoft

SalesLoft

Customer Verified
Top Rated
Starting Price $250

SalesLoft is a platform that creates an engine for revenue teams to communicate with customers, navigate the sales process, and replicate success. SalesLoft guides and automates dynamic sales plays, facilitates coaching, and provides the dashboards and insights needed to achieve…

Gong.io

Gong.io

Customer Verified
Top Rated

Gong.io is described by the vendor as a revenue intelligence platform for B2B sales teams that captures sales conversations, understands the content of those conversations, and delivers insights to help businesses win its unfair share of the market.

InsightSquared Sales Analytics

InsightSquared Sales Analytics is a sales analytics and development platform that also supports demand generation analytics and SaaS reporting. It is designed for providing insights into sales processes, closing rates, pipeline and revenue forecasts, calculating KPIs, and market…

MindTickle

MindTickle is a sales training platform. It has features for onboarding, product training, coaching and ongoing performance checks that helps companies to prepare their sales teams and partners. The vendor says their solution allows companies to do this in a scalable and effective…

Invoca

The Invoca platform delivers the inbound call intelligence required for marketers to capture and optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer's journey across digital, mobile and offline…

RingDNA

RingDNA calls itself a "sales acceleration engine" for inside sales teams using Salesforce. According to the vendor, RingDNA's Intelligent Dialer for Salesforce aims to help outbound sales reps use RingDNA to make more calls, connect with up to 400% more prospects, and fully automate…

Showpad Content

Showpad Content is presented as a sales enablement platform that marketing and sales can rely on to prepare sellers, engage buyers and optimize performance with insights. With a single user experience, their solution is designed to make it easy to discover and share the right content,…

Jiminny

Jiminy is presented as a sales intelligence platform for high-growth companies that allows sales teams to capture sales conversations, receive unique data-driven insights, and enables coaching to improve sales performance.

Yseop

Yseop is a Natural Language Generation (NLG) software targeted at Enterprises. Yseop is based on Artificial Intelligence that reasons on data and writes intelligent content in clear natural language at the speed of thousands of pages per second and in multiple languages (English,…

[24]7 Voices

[24]7 Voices reinvents interactive voice response (IVR) for the digital age. Powered by conversational AI technologies that support natural, intent-based interactions, Voices supports customers and increases automation. It augments basic IVR with interactive visual content, contextual…

TELUS International (formerly Xavient Digital) AI & Bots

TELU International (formerly Xavient Digital) offers AI-driven and conversational intelligence and chatbot solution for customer engagement.

Wingman

Wingman is a real-time sales coaching tool that gives sales reps the right information at the right time, while they are on a call. Wingman automatically joins sales calls and based on the conversation, cue-cards show up to help sales reps with customer objections, questions and…

ExecVision

ExecVision headquartered in Arlington offers their call intelligence and conversation coaching software for sales teams, customer success teams, and customer support teams.

Refract

Refract is a sales enablement technology designed to reduce ramp time for new hires with improved coaching and personalised feedback, and enable reps to learn from their peers, explore a best practice playbook and track their progress, all in one place, from Refract Software in Newcastle…

Salesken

Salesken.ai is a conversational intelligence platform that helps sales teams, improve performance, and reduce acquisition costs. The platform gives managers and sales reps visibility into every call, via detailed Call Analytics including emotions, objections, intent etc. The tool…

[24]7.ai Engagement Cloud

[24]7.ai Engagement Cloud is a SaaS customer engagement platform that automates conversations, integrating chat, messaging, and voice channels with virtual and live agents. It gives users a single point of control for creating and managing human and bot interactions across digital…

Tethr

Tethr, from CollabIP in Austin, consumes conversational data from the network, cloud or premise using enterprise-class design to ensure security and privacy, to provide insights from customer phone calls and chats. Tethr comes standard with hundreds of pre-built insight categories…

Lilt

Lilt is an AI-powered language service provider (LSP). Lilt combines adaptive neural machine translation technology, an enterprise translation management system, and professional translators to allow organizations to scale their translation programs and improve the global customer…

boost.ai

boost.ai is a conversational AI software from the company of the same name in Sandnes, a self-learning AI that aims to let users turn information on websites, chat logs or chatbots into superior virtual agents.

Verint Speech Analytics

Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.

Observe.ai

Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining…

Nuance Analytics

Nuance Analytics delivers customer analytics to help optimize experiences while reducing contact center costs and risk. Its solutions analyze customer interactions across all engagement channels to give users a clear, visual insights into trends, outliers, opportunities and display…