Conversation Intelligence Software
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Conversation Intelligence Software TrustMap
TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.
Gong helps people and companies reach their potential. The Gong Revenue Intelligence Platform™ enables customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights…
Salesloft is a provider of their eponymous sales engagement platform that helps sellers and sales teams drive more revenue. The Modern Revenue Workspace™ by Salesloft is presented as a place for sellers to execute all of their digital selling tasks, communicate with buyers, understand…
Outreach is a sales intelligence and engagement platform provider that helps companies increase productivity and drive smarter, more insightful engagement with their customers. Outreach states they are on the only solution provider to integrate sales engagement, conversation intelligence,…
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…
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 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…
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…
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,…
Revenue.io (formerly RingDNA ) is presented as a "sales acceleration engine" for inside sales teams using Salesforce. According to the vendor, its Intelligent Dialer for Salesforce aims to help outbound sales reps use Revenue.io to make more calls, connect with up to 400% more prospects,…
Fireflies, from Fireflies.AI headquartered in Pleasanton, California, aims to make it easy to record, transcribe, and organize all teams' meetings in one place. Whether it’s important sales calls, recruiting interviews, or team meetings, Fireflies can provide capture of voice…
LivePerson's AI-backed voice analytics (VoiceBase, acquired by LivePerson October 2021) was built for organizations with a mature analytics perspective who want to empower analysts to shape and interpret voice interactions across every department. The vendor states that 100% of calls…
VoiceAnalytics, from Xdroid, is a speech analytics solution designed to improve performance, quality management and customer satisfaction in call centers, both in commercial and customer service activities. The AI based solution is built by a powerful language engine and machine…
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…
VoiceSpin, headquartered in Israel, specializes in development and integration of open source solutions for PBX and Call Centers. Their solutions leverage voice and data integrated communications technology, with business process understanding, which in turn enhance customer service,…
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:
- 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.
- 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).
- 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.
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.
The following Conversation Intelligence Software offer award-winning customer relationships, feature sets, and value for price. Learn more about our Best Of Awards methodology here.
Frequently Asked Questions
The primary benefit of using conversation intelligence software is more visibility into overall deal or account health. But beyond this, conversation intelligence products can help businesses:
- Make more data-driven decisions
- Flag deals that may be losing momentum
- Help prevent customer churn
- Identify best practices among sales and customer support reps that should be more widely adopted