20 Best Conversation Intelligence Software In 2024
10 Best Conversation Intelligence Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
With so many different conversation intelligence software available, figuring out which is right for you is tough. You know you want to streamline and enhance your communication strategies based on feedback from real customer interactions but need to figure out which tool is best. I've got you! In this post I'll help make your choice easy, sharing my personal experiences using dozens of different conversation intelligence tools with various teams and accounts, with my picks of the best conversation intelligence software.
Why Trust Our Conversation Intelligence Software Reviews?
We’ve been testing and reviewing conversation intelligence software since 2022. As revenue operation leaders ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different RevOps use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our conversation intelligence software review methodology.
| Tools | Price | |
|---|---|---|
| MindTickle | Pricing starts from $20/user/month. | Website |
| CallRail | From $95/month + usage fees | Website |
| Fathom | Pricing upon request | Website |
| Jiminny | From $20/user/month (billed annually) | Website |
| Enthu.AI | From $59/user/month for up to 20 agents | Website |
| Grain | From $15/user/month | Website |
| Meetgeek.ai | From $15/user/month | Website |
| Revenue.io | Pricing upon request | Website |
| Chorus by ZoomInfo | Pricing upon request | Website |
| Gong | Pricing upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow To Choose Conversation Intelligence Software
With so many different conversation intelligence software solutions available, it can be challenging to make decisions on what tool is going to be the best fit for your needs.
As you're shortlisting, trialing, and selecting conversation intelligence software, consider the following:
- What problem are you trying to solve - Start by identifying the conversation intelligence software feature gap you're trying to fill to clarify the features and functionality the tool needs to provide.
- Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the revenue operation leaders or the whole organization that will require access. When that's clear, it's worth considering if you're prioritizing ease of use for all or speed for your conversation intelligence software power users.
- What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM, or HR software. You'll need to decide if the tools will need to integrate together or if you can replace multiple tools with one consolidated conversation intelligence software.
- What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare conversation intelligence software features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
- How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.
Best Conversation Intelligence Software Reviews
As you explore my breakdown of the top conversation intelligence platforms, you’ll find a short summary of the platform’s main use case, a highlight of their best features, and a snapshot of the internal workings. I’ve also included an overview of the pricing and any free trial offers, as well as a few pros and cons for a quick determination of whether the tool is right for you.
Best for spreading winning behaviors to improve team performance
This platform is a learning board with integrated conversation intelligence that helps your sales leaders track key learning skills, provide personalized training for better sales performance, and connect to other training tools. Mindtickle focuses on providing a single place for content, training, and coaching with robust reporting and analytics capabilities.
Why I picked Mindtickle: I chose this platform for my list because of the way it can help you spread winning behaviors at scale. You no longer need to track each customer call individually to identify the best selling behaviors or train every rep personally to ensure these best practices are assimilated. Mindtickle automates tracking and training for you to streamline pain point resolution.
Mindtickle Standout Features and Integrations
Standout features include AI-driven coaching and training that reinforces skills-based learning based on personalized feedback, as well as automated capture, scoring, and analysis of buyer interactions to identify essential deal risks and buying behaviors.
Integrations include ActiveDirectory, BambooHR, Box, Dropbox, Khan Academy, Mediafly, Okta, Salesforce Sales Cloud, YouTube, and Workday.
Pros and cons
Pros:
- Accessible customer support team and training blogs
- Lots of out of the box templates
- Consistent updates with new features
Cons:
- Limited analytics capabilities on the platform
- Blogs don’t cover advanced training
CallRail is a marketing analytics and communication software that’s designed to deliver real-time insights through conversation intelligence and other AI tools. You can use this platform to save at-risk customers, identify training and coaching opportunities, fine-tune marketing strategies, and make more data-driven decisions throughout the customer journey.
Why I picked CallRail: One feature that stood out to me from this platform is the sentiment analysis provided by the Premium Conversation Intelligence. Trained on over 650,000 hours of voice calls and data, this tool can provide an overall sentiment alongside the summary of the conversation and highlight calls that require additional action right away.
CallRail Standout Features and Integrations
Standout features include real-time conversation insights to pinpoint calls and customers that require extra support and call scoring that qualifies leads and tags conversations so your reps know what to do next.
Integrations include ActiveCampaign, Adobe Analytics, AMP, Clio, Constant Contact, DashThis, Domo, Facebook, Google Analytics, and HubSpot CRM.
Pros and cons
Pros:
- Intuitive navigation and user interface
- Easily scalable for small and large organizations
- The system is very easy to set up
Cons:
- No “whisper” coaching feature available
- Two different mobile apps with unique functionalities
Fathom was built to be much more than a conversation intelligence platform, as it focuses on financial analysis and reporting. With Fathom, you can monitor trends, identify opportunities for growth, and assess overall business performance by importing data directly from your other apps.
Why I picked Fathom: Even though it doesn’t focus exclusively on conversation intelligence, Fathom made my list because it has robust analytics and alerts for every aspect of your organization. Use the KPI builder to customize metrics for your team and set up AI-driven alerts to notify your reps and managers of missed opportunities and achievements.
Fathom Standout Features and Integrations
Standout features include tracking for non-financial KPIs that you can monitor along financial metrics and analytics for any time period with custom metric comparisons.
Integrations include blogtastic, Infoset, Loom, MYOB Business, Microsoft Excel, QuickBooks Online, Xero, Yodek, and Zoom.
Pros and cons
Pros:
- Financial tools with conversation intelligence
- Automates note-taking and sharing post meeting
- Automated call recording that reminds and notifies you it’s there
Cons:
- Hard to customize
- Heavy focus on financial analysis
Jiminny
Best for fast-tracking team development for new hires and veterans
Designed to help commercial teams maximize their revenue, Jiminny is a conversation intelligence solution that records, transcribes, and analyzes conversations for valuable insights about your team performance and full visibility into all activities. Jiminny strives to nurture a winning performance culture by highlighting successes and sharing knowledge that enhances your sales process.
Why I picked Jiminny: I like this tool because it has a feature that focuses on fast-tracking onboarding and improvement across your whole team. With Jiminny’s collaborative Playlists, they claim they can cut onboarding time by a third through collections that are put together by your most experienced sales talent.
You recognize and empower these top performers by encouraging them to build playlists with saved conversation snippets or full phone calls that they can then share with their teammates.
Jiminny Standout Features and Integrations
Standout features include a Snippets feature that allows team members to capture key interactions and share them quickly with a link dropped into an email or Slack message and automated call recording logs that send call summaries and meeting notes to your CRM.
Integrations include 8 x 8, Aircall, Bullhorn, Close, CloudCall, Cloudtalk, Copper, Dialpad, Dynamics 365, Google Meet, and Zoom. Jiminny offers over 25 out-of-the-box integrations.
Pros and cons
Pros:
- Customer support is willing to go the extra mile
- Sales teams enjoy using it
- Easy to learn how to use
Cons:
- Limited ability to tag call types (cold call, proposal call, etc.)
- Transcription errors during calls with poor connections
An artificial intelligence platform with a focus on speech analytics and conversation intelligence, Enthu.AI was built for call centers, contact centers, and BPOs. This software solution can enable professionals to monitor conversations more easily through automated QA in order to gain actionable intelligence and ensure compliance with all industry regulations.
Why I picked Enthu.AI: I added this platform to my list because it has exhaustive call QA features that make it easier to evaluate a call and get feedback. This tool can automatically listen and rate calls, provide feedback to individual team members, and share notes with supervisors for better training and visibility.
Enthu.AI Standout Features and Integrations
Standout features include a dialogue view that presents transcriptions in easy-to-read chat format and call filtering by duration, date, agent, or call type that makes your call history database more easily searchable.
Integrations include AirCall, CallHippo, CallRail, CloudTalk, Close.io, Dialpad, FreshCaller, Five9, GoToConnect, and JustCall.
Pros and cons
Pros:
- Simple to learn and use
- Intuitive navigation
- Quick and easy native integrations
Cons:
- Limited customization capabilities in reporting
- Multi-language translation engine could use improvement
As an AI meeting recording software, Grain focuses on helping every one of your teams have more efficient meetings and follow-ups. This platform can connect with any video conference calling platform to automate record-keeping, note-taking, and insight capture for in-house meetings and client conversations.
Why I picked Grain: This platform snagged a spot on my list due to its accessibility to everyone. While your sales team can use Grain during customer calls, it’s also an essential tool for helping streamline product development, customer success, and user research workflows through automation and AI tools.
Grain Standout Features and Integrations
Standout features include meeting recording that highlights all the key moments from the video call and native integrations with communication apps that make it easier to share clips from calls.
Integrations include Asana, HubSpot, Notion, Productboard, Salesforce Sales Cloud, Slack, and Zapier.
Pros and cons
Pros:
- Consistently adding new features
- Easy to learn and use
- Simple to set up
Cons:
- Limited filtering while searching calls
- Free plan offers very limited features
MeetGeek is designed as an AI-powered meeting assistant to automatically record and transcribe every meeting. After the meeting is over, your AI assistant then summarizes the meeting and provides key points for review. This platform also utilizes text-to-speech technology, so administrators can review captured notes however works for them — by listening to or reading the call transcription.
Why I picked MeetGeek: I added this tool to my list because it’s designed to work a little differently than most conversation intelligence platforms. Instead of analyzing sales calls, you can use it as a meeting assistant to free your team from taking notes or recapping conversations. It starts automatically with every meeting and provides summaries in human-like language through NLP.
MeetGeek.ai Standout Features and Integrations
Standout features include auto tagging for every point of concern and action item, link creation to share meeting notes and highlights, and a searchable repository to store every meeting recording and transcription.
Integrations include Aircall, Asana, ClickUp, Google Drive, HubSpot CRM, Notion, Pipedrive, RingCentral, Zapier, and Zoom.
Pros and cons
Pros:
- Meetbot is embedded into your preferred meeting tool
- Captions automatically included in videos
- Affordable plans for individuals and small businesses
Cons:
- Meetbot can be slow to arrive to a new meeting
- Limited analytics and sales functionality
This cloud-based sales engagement solution was designed to help Salesforce users identify revenue channels, manage leads, and analyze performance. With the addition of conversation intelligence, you can use Revenue.io to identify and improve sales rep behavior to ensure more wins and deal closes through real-time recommendations and coaching.
Why I picked Revenue.io: The thing I like about this platform is that it focuses on identifying major breakdowns in your team’s selling behavior, including knowing who to contact and when, how to have effective conversations, wasting time on follow-up emails, taking too long to ramp, and not engaging with new leads fast enough. Revenue.io offers specific tools to address each pain point.
Revenue.io Standout Features and Integrations
Standout features include automated post-conversation email follow-ups written by generative AI and AI sales coaching that helps you scale training with fewer managers.
Integrations include D&B, Five9, Gmail, Google Chrome, Microsoft Outlook, Microsoft Teams, Nylas, Salesforce Sales Cloud, Twilio, and Zoom.
Pros and cons
Pros:
- Editing workflow on the fly is simple
- Quick to implement
- Extremely easy to customize and configure
Cons:
- Canned reports are not customizable
- Dashboard needs some work
As a leader in conversation intelligence, Chorus is an essential part of ZoomInfo’s go-to-market software. This software solution can help your revenue teams identify and replicate the behaviors of top selling sales reps by analyzing every call, email, and message. You can use the insights from the analysis to create an effective coaching strategy for every customer-facing team.
Why I picked Chorus: I added this tool to my list because it's backed by 14 technology patents that focus on machine learning. Using these machine learning tools, you can create an atmosphere that encourages up leveling of team skills, reduces ramp time for new hires, and drives methodology adherence.
Chorus Standout Features and Integrations
Standout features include a central repository with instant access to transcriptions and insights, as well as automatic capture and sync of new contacts to your CRM.
Integrations include Aircall, BlueJeans Meeting, Five9, Google Workspace, Microsoft Outlook, Salesforce Sales Cloud, Slack, Spinify, Webex, and Zoom.
Pros and cons
Pros:
- Pleasant user interface
- Customizable privacy and permissions
- Simple to learn how to use once configured
Cons:
- Navigation requires some training
- Clunky integration with Zoom
Gong is a revenue intelligence platform that captures all customer interactions across every channel with conversation intelligence in multiple languages. You can use this platform to get more than just call and chat summaries. Gong provides critical insights, including customer pain points, outcomes, and next steps so you can improve win rates throughout your entire organization.
Why I picked Gong: The thing that caught my eye about Gong was that they offer the first user-trainable AI. Customize your AI models to ensure they’re unique to your business with various factors, including your industry, company size, or geography. Gong also features over 40 AI models to help you experiment with the best configuration to get data-driven insights.
Gong Standout Features and Integrations
Standout features include context tracking instead of keyword tracking to measure the success of strategic initiatives and AI-powered deal warnings and forecasting for more accurate predictions.
Integrations include Apollo.io, Cogism, Google Workspaces, HubSpot CRM, LeadiQ, Microsoft Teams, Salesforce Sales Cloud, Slack, Snowflake, and Zoom.
Pros and cons
Pros:
- Robust performance reporting and metrics tracking
- High engagement from sales reps
- Easy to read the dashboard
Cons:
- Pricing is a little high for smaller businesses
- Onboarding is mostly self-service
Other Conversation Intelligence Software
Even though my list of conversation intelligence software is already pretty comprehensive, I couldn’t complete this blog without a few additional callouts. Check out these runners up to discover a few other options that could be the right fit:
Related Conversation Intelligence Software Reviews
If you still haven't found what you're looking for here, check out these tools closely related to conversation intelligence software that we've tested and evaluated.
- Sales Software
- Lead Management Software
- Business Intelligence Software
- Contract Management Software
- Revenue Management System
- CPQ Software
Selection Criteria For Conversation Intelligence Software
Sales management software are designed to automate and optimize various sales-related tasks, providing robust support for your sales team. My approach to evaluating sales management software is grounded in comprehensive testing and research, ensuring that the chosen solution aligns with specific operational needs and addresses common pain points.
Core Sales Management Software Functionality: 25% of total weighting score
To be considered for inclusion on my list of the best sales management software, the solution had to support the ability to fulfill common use cases such as:
- Streamlining lead-to-conversion processes.
- Facilitating accurate sales forecasting and strategic planning.
- Enhancing team collaboration and communication.
- Providing insightful analytics for performance improvement.
- Integrating seamlessly with other essential business systems.
Additional Standout Features: 25% of total weighting score
- AI and Machine Learning Integration: Software that uses AI to provide predictive analytics and actionable insights.
- Omnichannel Support: Solutions that offer comprehensive engagement tools across various channels.
- Customization Flexibility: Platforms that allow extensive customization to adapt to unique business processes.
- Scalability: Systems designed to grow with your business, accommodating an increasing number of users or data volume.
- Innovative User Engagement: Features that promote higher user adoption rates, such as gamification.
Usability: 10% of total weighting score
- Intuitive Design: A user-friendly interface that reduces the learning curve and increases productivity.
- Responsive Layout: Software that provides a consistent experience across all devices, whether desktop or mobile.
- Accessibility Features: Ensuring that the software is accessible to all users, including those with disabilities.
Onboarding: 10% of total weighting score
- Comprehensive Resources: Access to a variety of learning tools like video tutorials, documentation, and live training sessions.
- Interactive Assistance: Features like in-app guides or chat support that help users navigate the software.
- Community Support: Active user communities or forums where users can exchange tips and best practices.
Customer Support: 10% of total weighting score
- Reliable Support: Quick and helpful customer service to resolve issues and answer questions.
- Diverse Channels: Multiple support channels, ensuring users can get help in the way that suits them best.
Value For Money: 10% of total weighting score
- Transparent Pricing: Clear understanding of cost relative to the features and benefits provided.
- Flexible Plans: Different pricing tiers or customization options that cater to various budget constraints.
Customer Reviews: 10% of total weighting score
- Positive Feedback: Strong user endorsements reflecting satisfaction with the software's impact and usability.
- Consistent High Ratings: Good reviews across various platforms indicating reliable performance and user trust.
When selecting sales management software, it is imperative to choose a solution that not only addresses your current needs but also has the potential to evolve with your business. A platform that scores highly across these criteria can significantly enhance your sales team's efficiency, improve strategic decision-making, and drive substantial revenue growth.
Trends In Conversation Intelligence Software For 2024
Sales management software continues to evolve rapidly, reflecting broader technological advancements and changing market needs. These developments are shaping how organizations manage their sales processes and revenue operations, pushing towards more integrated, intelligent, and user-centric solutions. Below is a summary of the key trends based on recent product updates, press releases, and release logs from leading sales management software providers:
Integration and Automation:
- Enhanced CRM Integration: Seamless integration with CRM platforms is increasingly sophisticated, ensuring all customer data and interactions are centrally accessible and actionable.
- Advanced Workflow Automation: Sales management software is focusing on automating complex sales processes and workflows, minimizing manual tasks, and enhancing efficiency.
Data-Driven Decision Making:
- Predictive Analytics: There is a significant emphasis on leveraging machine learning and AI for predictive analytics, providing sales teams with foresight into trends, behaviors, and potential outcomes.
- Enhanced Data Visualization: Software is offering more advanced data visualization tools, making it easier for teams to interpret data and gain actionable insights.
Emerging Technologies:
- AI-Powered Insights: Novel features include AI-driven recommendations and insights, automating data analysis to guide sales strategies and decisions.
- Blockchain for Data Security: Some platforms are beginning to incorporate blockchain technology, offering unparalleled data security and transparency in sales transactions.
Key Features in Demand:
- Mobile Accessibility: With sales teams increasingly mobile, robust mobile features are essential, ensuring access to key functionalities anytime, anywhere.
- Omnichannel Capabilities: The ability to manage and analyze sales interactions across various channels is highly sought after, reflecting the omnichannel nature of modern sales.
Declining Features:
- Standalone Tools: There is a decreasing interest in standalone sales management solutions, as integrated systems offering end-to-end management capabilities become the norm.
- Basic Reporting: Simple reporting features are less in demand, with advanced analytics and customized reporting becoming standard expectations.
Sales management software is characterized by a push towards more integrated, intelligent, and user-centric solutions. Sales leaders are looking for software that not only streamlines operations and provides deeper insights but also adapts to the evolving sales environment, enhancing strategic decision-making and driving revenue growth.
What Is Conversation Intelligence Software?
Conversation intelligence software is a technology that analyzes spoken or written communication, particularly in sales and customer service interactions. It records, transcribes, and examines conversations to extract valuable insights, using artificial intelligence and machine learning. This software identifies key phrases, analyzes sentiment, and interprets customer behavior, turning interactions into actionable data for businesses.
The benefits of conversation intelligence software include a deeper understanding of customer needs and preferences, which helps in refining sales strategies and improving customer service. It automates the analysis of conversational data, leading to increased efficiency in customer interaction management. The insights gained enable data-driven decision-making, enhancing the personalization of customer experiences. Additionally, it offers valuable feedback for training sales and customer service teams, ultimately leading to better communication quality and more effective customer engagement.
Features Of Conversation Intelligence Software
By analyzing conversations, conversation intelligence software help organizations optimize their sales strategies, improve customer engagement, and ultimately drive growth. When selecting conversation intelligence software, certain features stand out as crucial for effectively managing revenue operations:
- Call Transcription: Converts voice conversations into searchable text, allowing for easy analysis and review.
- Accurate transcriptions provide a foundation for analyzing sales calls, identifying trends, and coaching team members.
- Sentiment Analysis: Evaluates the emotional tone of conversations to gauge customer satisfaction and agent performance.
- Understanding sentiment helps in assessing customer engagement levels and identifying areas for improvement in communication.
- Keyword and Topic Tracking: Identifies and categorizes key subjects discussed during interactions, highlighting trends and areas of interest.
- Tracking keywords and topics enables teams to understand customer needs, pain points, and preferences, informing product development and sales strategies.
- Competitor Mention Tracking: Flags when competitors are mentioned during conversations, providing insights into market positioning and customer perceptions.
- Monitoring competitor mentions helps in understanding how your offerings compare and can guide strategic adjustments.
- Automated Call Scoring: Rates calls based on predefined criteria, streamlining the quality assurance process.
- Automated scoring standardizes performance evaluations, helping identify best practices and areas needing attention.
- Coaching and Feedback Tools: Facilitates targeted coaching by pinpointing specific areas of a call that require improvement or commendation.
- Providing focused feedback based on actual call content accelerates skill development and enhances sales effectiveness.
- Integration with CRM and Sales Tools: Ensures seamless data flow between systems, centralizing customer information and insights.
- Integration with existing tools maximizes the value of conversation intelligence insights, applying them directly to sales and customer relationship strategies.
- Actionable Insights and Analytics: Transforms conversation data into actionable intelligence, highlighting opportunities for optimization.
- Analytics drive informed decision-making, helping fine-tune sales tactics and customer engagement approaches.
- Compliance and Redaction Features: Ensures sensitive information is protected, maintaining customer trust and regulatory compliance.
- Safeguarding customer data is paramount, and compliance features ensure that conversation intelligence use adheres to legal standards.
- Scalability: Adapts to growing volumes of conversations and expanding organizational needs without compromising performance.
- As business scales, it's essential that the conversation intelligence platform can handle increased demand, ensuring consistent support for revenue operations.
Selecting conversation intelligence software equipped with these features can significantly empower your organization to refine sales strategies, enhance customer engagement, and drive revenue growth. The right tool will provide deep insights into customer interactions, enabling data-driven decisions that bolster business success.
Benefits Of Conversation Intelligence Software
By providing a deep understanding of customer conversations, conversation intelligence software enables businesses to optimize their sales strategies, improve training and coaching, and ultimately drive growth. Here are five primary benefits of implementing conversation intelligence software:
- Enhanced Sales Strategy: Provides detailed analytics on customer interactions, helping to refine sales tactics and approaches.
- This benefit allows teams to identify what works best in customer conversations, tailoring their strategies to improve engagement and conversion rates.
- Improved Training and Coaching: Pinpoints specific areas where sales representatives can improve, based on real conversation data.
- Utilizing actual interaction insights for training enables more targeted coaching, helping sales reps enhance their communication skills and overall performance.
- Increased Customer Satisfaction: Identifies trends and patterns in customer feedback, enabling proactive service improvements.
- By understanding customer needs and pain points more clearly, organizations can adapt their offerings and service strategies to increase customer loyalty and satisfaction.
- Data-Driven Decision Making: Transforms conversation data into actionable intelligence, informing strategic decisions across the organization.
- Access to comprehensive conversation analytics supports informed decision-making, helping to align sales and service efforts with customer expectations and market trends.
- Operational Efficiency: Automates the process of gathering and analyzing customer interaction data, saving time and resources.
- Automation not only reduces the manual effort required to review conversations but also speeds up the process of extracting valuable insights, enhancing overall operational efficiency.
Costs & Pricing For Conversation Intelligence Software
Conversation intelligence software offers valuable insights that can enhance sales strategies, improve customer engagement, and drive business growth. Here's an overview of typical plan options and their pricing for conversation intelligence software:
Plan Comparison Table For Conversation Intelligence Software
| Plan Type | Average Price | Common Features Included |
|---|---|---|
| Starter | $50 - $200 per user/month | Basic transcription, keyword tracking, limited analytics |
| Professional | $200 - $500 per user/month | Advanced analytics, CRM integration, extended data storage |
| Enterprise | Custom pricing | Custom integrations, dedicated support, advanced features |
| Free | $0 | Limited features, capped usage, community support |
When considering conversation intelligence software, it's essential to assess which features are most relevant to your business needs and ensure the plan you choose aligns with your strategic goals. Look for a solution that offers scalability, integrates seamlessly with your existing tech stack, and provides actionable insights that can drive your business forward.
Conversation Intelligence Software Frequently Asked Questions
Looking for even more information about conversational AI before making a final decision? Explore some answers to the most frequently asked questions to gain a more comprehensive understanding of these tools.
What are the types of conversation intelligence software?
Conversation intelligence software can be categorized based on its core functionalities and the specific needs it serves within an organization. While these tools generally aim to analyze and derive insights from conversations, their applications can vary significantly. Here are the main types of conversation intelligence software:
Sales Conversation Intelligence: This type of software is designed to analyze sales calls or meetings to improve sales strategies, providing insights into what works well in customer interactions and identifying areas for improvement. It helps sales teams increase their effectiveness and close more deals by offering features like deal tracking, sentiment analysis, and success predictors.
Customer Support Intelligence: Focused on analyzing customer support calls or interactions, this software helps identify common customer issues, assess agent performance, and improve customer satisfaction. It provides valuable insights to enhance support strategies, streamline issue resolution, and boost customer retention.
Marketing Conversation Intelligence: This variant aids marketing teams by analyzing customer interactions across various touchpoints to gauge campaign effectiveness, customer sentiment, and engagement levels. It helps marketers tailor their messaging and strategies to better resonate with the target audience and improve campaign ROI.
Call Center Intelligence: Specifically designed for call centers, this software analyzes a high volume of calls to extract trends, automate quality assurance, and improve agent training. It can identify best practices, compliance risks, and opportunities to enhance caller experiences.
HR and Recruitment Intelligence: In the HR and recruitment context, conversation intelligence software can analyze interviews and meetings to offer insights on candidate experiences, evaluate interviewer performance, and streamline the recruitment process, ensuring a better match between the company and potential hires.
Compliance Monitoring Intelligence: This software focuses on ensuring that conversations comply with legal and company standards, particularly useful in industries with strict regulatory requirements. It can flag non-compliant behavior or language, mitigate risks, and help maintain high ethical standards.
Each type of conversation intelligence software serves a distinct purpose but shares the common goal of extracting actionable insights from spoken or written conversations to inform strategic decisions, improve processes, and enhance outcomes across various organizational functions.
Who uses conversation intelligence software?
Conversational intelligence tools are most useful for organizations with robust sales teams who have frequent customer conversations, but they can also be useful for companies that use chatbots that assist customers on retail websites or with helpdesk concerns.
Some tools also choose to focus on general meeting conversation intelligence to help product teams, marketing teams, and other internal operations review and remember essential moments in their current projects.
What is an example of conversation intelligence?
I have an incredibly famous conversation intelligence tool to provide you with an example: Siri! Any type of voice assistant uses voice recognition to understand consumer questions and provide them with programmed answers. As Siri answers questions, she uses machine learning and natural language processing to gain more insights about what her users want.
Additional Revenue Operations Software
Even if you already have a conversation intelligence software, there could be something else missing from your tech stack. Check out a few other revenue operations essentials that could round out your digital tools:
- Cold Calling Software
- Outbound Call Tracking Software
- Business Intelligence Platforms
- Sales Call Tracking Software
- Sales Coaching Software
- Auto Dialer Software
- Sales Reporting Software
- Sales Management Software
Conclusion
Many of these platforms offer free trials and demos so you can ensure a more comprehensive understanding of their performance. I would recommend narrowing your list to the top two or three and testing them out to see which ones integrate into your current workflow, excite your sales managers, and deliver what you need.
And if you’re on the hunt for more key insights from industry leaders, subscribe to the RevOps newsletter for weekly updates directly to your inbox.