Conversational Intelligence
March 12, 2025

Conversational Intelligence

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

We use Gong conversation intelligence to record calls and gather meaningful insights. We aim to improve: - Coaching: self-learning, Managers coaching via scorecard, comments or during live calls - Market insights: learning from prospects and clients - Competitor analysis: what do clients say about our competitors

Pros

  • Call brief summary: concise and clear overview of the call for the users' benefits but also for anybody interested in the account or getting a quick overview of the purpose of the call
  • Call insights: AI component allows you to improve your efficiency (write up summary, follow-up emails, etc.) and also gives you an overview of the account based on historical communication, helps you identify potential risks, gaps, opportunities, gives you an estimate of the likelihood of a deal to close
  • Trackers: improve your learning, your insights, save majors time when looking for specific insights for learning or market understanding

Cons

  • Data analysis: you are limited with the way you can really leverage the data within or outside the tool for deeper analysis
  • Sales Efficiency
  • Training, ramp up
  • Customer insights, learning from more clients and adapting our strategy accordingly
  • Time savings
  • Data quality
Very easy to use Great UI and UX No need to be a data expert or a tech specialist to know how to take advantage of Gong
- We have built stream libraries based on specific trackers and keywords to gather the most relevant conversations. - We leverage the deal board to manage pipeline and run our business forecast. We take advantage of the insights, deals warnings, user friendly UI, we collaborate between teams and we use the AI to flag risks, opportunities, gaps to increase our win rate
We built smart and traditional trackers to monitor and flag certain keywords and analyse conversations with sentiment analysis. They give us great insights based on what we are looking for and we can also look for expressions that might suggest a certain state of mind (happy or unhappy customers for examples). We're still improving them, since we can train them
Ease of use UX Insights quality and detail

Do you think Gong delivers good value for the price?

Yes

Are you happy with Gong's feature set?

Yes

Did Gong live up to sales and marketing promises?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Outreach
- Great coaching tool: if you intend to coach on calls and conversations. but limited if you are looking for a tool that will automatically score calls - Gain conversational insights: Summary, call overview, the ease f use to quickly get to the relevant part of the call. Perfect to investigate interesting calls and learn from them. Limited when you try to do this at scale over multiple calls to analyse trends. - Pipeline management is very interactive - Native calling stats: help you understand how your team members behave on calls. Provide you with benchmarks.

Gong Feature Ratings

Conversation Intelligence Software Features
9.1
Speech-to-Text Transcription
9
Keyword Detection
10
Sentiment Analysis
8
Speaker Diarization
10
Call Recording Playback
10
Call Summarization
9
Conversion Metrics
7
Keyword Search & Retrieval
9
Call Tagging
10
Integration with CRM Systems
Not Rated

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