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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.

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.

Overviews Of The 10 Best Conversation Intelligence Software

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.

1

MindTickle

Best for spreading winning behaviors to improve team performance

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
1269 reviews

Free demo available

From $30/user/month

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.

Pricing One-Liner: From $30/user/month

Free Trial One-Liner: Free demo available

PROS

Consistent updates with new features

Lots of out of the box templates

Accessible customer support team and training blogs

CONS

Blogs don’t cover advanced training

Limited analytics capabilities on the platform

2

CallRail

Best for accurate sentiment analysis

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6
1149 reviews

14-day free trial available

From $95/month + usage fees

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.

Pricing One-Liner: From $95/month + usage fees

Free Trial One-Liner: 14-day free trial available

PROS

The system is very easy to set up

Easily scalable for small and large organizations

Intuitive navigation and user interface

CONS

Two different mobile apps with unique functionalities

No “whisper” coaching feature available

3

Fathom

Best for comprehensive tracking of business performance

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
20 reviews

14-day free trial available

From $59/month

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.

Pricing One-Liner: From $59/month

Free Trial One-Liner: 14-day free trial available

PROS

Automated call recording that reminds and notifies you it’s there

Automates note-taking and sharing post meeting

Financial tools with conversation intelligence

CONS

Heavy focus on financial analysis

Hard to customize

4

Chorus by ZoomInfo

Best for leveraging proprietary machine learning

Free demo available

Pricing upon request

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.

Pricing One-Liner: Pricing available upon request

Free Trial One-Liner: Free demo available

PROS

Simple to learn how to use once configured

Customizable privacy and permissions

Pleasant user interface

CONS

Clunky integration with Zoom

Navigation requires some training

5

Revenue.io

Best for identifying and resolving human performance problems

Free trial available

Pricing upon request

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.

Pricing One-Liner: Pricing available upon request

Free Trial One-Liner: Free trial available

PROS

Extremely easy to customize and configure

Quick to implement

Editing workflow on the fly is simple

CONS

Dashboard needs some work

Canned reports are not customizable

6

Enthu.AI

Best for evaluation management that rates calls and gives feedback

Free plan available

From $59/user/month for up to 20 agents

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.

Pricing One-Liner: From $59/user/month for up to 20 agents

Free Trial One-Liner: Free plan available

PROS

Quick and easy native integrations

Intuitive navigation

Simple to learn and use

CONS

Multi-language translation engine could use improvement

Limited customization capabilities in reporting

7

Gong

Best for training your own AI

Free demo available

Pricing upon request

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.

Pricing One-Liner: Customized plans available

Free Trial One-Liner: Free demo available

PROS

Easy to read the dashboard

High engagement from sales reps

Robust performance reporting and metrics tracking

CONS

Onboarding is mostly self-service

Pricing is a little high for smaller businesses

8

Clari Copilot

Best for timely actionable alerts from a proactive AI

7-day free trial available

From $60/user/month

Clari Copilot, formerly known as Wingman, is a conversation intelligence platform designed for both reps and managers. Using this solution, your team can compete more fiercely, close deals faster, and spot revenue leaks as they occur through searchable call recordings and transcriptions, as well as real-time monologue and battlecard alerts that improve performance.

Why I picked Clari Copilot: The feature that stands out the most to me from this platform is the proactive alert system. Instead of sifting through overwhelming amounts of data and listening to endless call recordings, Clari Copilot does the work for you and surfaces the data you need to know, including competitor mentions, potential blockers, and next steps that allow you to make smarter decisions in the moment.

Clari Copilot Standout Features and Integrations

Standout features include RevGPT for conversational summaries, suggested actions, and next steps delivered to your Slack and winning behavior training with battlecards and monologue alerts that help reps navigate customer objections.

Integrations include 6sense, Crossbeam, Gainsight, Google Workspace, Groove, Highspot, HubSpot CRM, Reveal, Salesforce Sales Cloud, and Spiff.

Pricing One-Liner: From $60/user/month

Free Trial One-Liner: 7-day free trial available

PROS

Native integrations with tons of other apps

Visually engaging and easy to read dashboards

Very easy to set up and learn

CONS

Transcription accuracy could use some improvement

Room for improvement in understanding dialects

9

Convin.ai

Best for eliminating manual QA processes with automated call QA

Free plan available

Pricing upon request

This contact center-focused QA and conversation intelligence platform is powered by AI to deliver conversation analysis, agent coaching, behavior analysis, and omnichannel conversation audits. Convin is designed to boost conversions through better agent effectiveness that results in improved customer satisfaction. This platform also comes with an LMS to enhance learning with manual coaching, exams, and coaching.

Why I picked Convin.ai: This platform caught my eye because it promises to deliver 100% communication quality assurance that rids you of random sampling, erroneous scoring, and human bias. Whether it’s chats, emails, or calls, Convin.ai can monitor every channel to assess agent performance and ensure compliance across your entire organization.

Convin.ai Standout Features and Integrations

Standout features include call behavior analysis that identifies top-performing best practices and notifies you of wide-scale changes that should be implemented at scale, as well as automated agent coaching that personalizes training based on skill and frees up your management team.

Integrations include Freshcaller, Freshworks, Google Calendar, Intercom, Leadsquared, Microsoft Outlook, Pipedrive, Ringover, Slack, Zendesk, and Zoho CRM.

Pricing One-Liner: Pricing available upon request

Free Trial One-Liner: Free plan available

PROS

Beginner-friendly learning process

Good for non-technical users

Great customer support team

CONS

Occasional data download issues

Occasional lag in loading

10

Jiminny

Best for fast-tracking team development for new hires and veterans

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
202 reviews

Free demo available

From $85/user/month

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.

Pricing One-Liner: From $85/user/month

Free Trial One-Liner: Free demo available

PROS

Easy to learn how to use

Sales teams enjoy using it

Customer support is willing to go the extra mile

CONS

Transcription errors during calls with poor connections

Limited ability to tag call types (cold call, proposal call, etc.)

Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

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Other Options

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:

  1. Grain

    Best for providing AI recording and tools for more than just sales teams

  2. Meetgeek.ai

    Best for enhancing meeting productivity with AI-generated summaries

  3. Salesken

    Best for creating winning sales playbooks by analyzing conversations across 14 different dimensions

  4. Balto

    Best for real-time guidance that shows agents what to say and measures what's working and what's not

  5. SalesLoft

    Best AI-powered workflow revenue platform to guide your go-to-market team in the right direction

  6. Abstrakt Software

    Best for AI-driven call scoring, as well as feedback forms for your representatives

  7. HubSpot Sales Hub

    Best for unlocking coaching opportunities using AI-driven conversation analytics

  8. Sybill

    Best for pushing recorded sales conversations to Slack and CRMs automatically for even more visibility

  9. Allego

    Best for helping you replicate the actions and conversations of your best-performing team members

  10. Avoma

    Best for generating snippets, playlists, and comments based on specific keywords or topics

Selection Criteria For Conversation Intelligence Software 

Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best conversation intelligence software for this article:

Core Functionality

The core functionality of quality conversation intelligence software must include three basic utilities:

  • Recording functionality
  • Metrics measuring
  • Analytics and recommendations

Key Features

All the tools on my list can deliver the functionalities listed above with a variety of key features. While some features may have unique names for branding purposes, they deliver the same performance as the features listed below:

  • Voice recording: Your conversation intelligence platform should be able to record conversations between clients and salespeople that are clear and easy to hear.
  • Transcription: All conversations with customers should also be accurately transcribed  with minimal errors allowing for accents, mispronunciation, and voice volume.
  • Searchable recording database: Your conversation intelligence platform should store recordings and transcriptions in a searchable database for later review and coaching.
  • Conversational statistics: An important aspect of sales call best practices, this feature will provide you with information about customer interactivity, call duration, and talk ratios.
  • Recommendations: While many people consider this feature an auxiliary tool, AI-driven recommendations are essential for next-step guidance, real-time coaching, and training.
  • Theme and keyword identification: Whether you need a searchable database or you want examples for training, your conversation intelligence should be able to identify keywords and themes during sales calls to more accurately organize call history.
  • Behavioral analysis: Your conversation intelligence software should be able to identify key moments in every call to determine whether a customer is receptive to your sales strategy to identify at-risk deals.

Usability

Every new tool in your digital tech stack means additional training for your team and potentially overhauling your workflow. I designed this list with these two burdens in mind to ensure that integrating new platforms and tools was as easy and simple as possible. Many of these tools have a low barrier for entry and robust customer support teams for advanced assistance. 

Software Integrations

Your conversation intelligence software will most likely need to integrate with your telephony platform, as well as your CRM and internal communication tools. While some platforms offer all-in-one solutions with conversation intelligence as a CRM add-on, other tools are standalone and have a plethora of native Integrations and open API options. I've specified the most popular integrations for each platform above.

Pricing

Because there are so many useful features in addition to the basics I’ve listed above, you’ll find quite a range in pricing for conversation intelligence tools. Complicating the situation even more are those platforms that are primarily CRM or sales enablement-focused that have a CI add-on. 

While there are free tools you can use to test this enhancement for your workflow, you can also expect tools that cost as little as $15/user/month or as much as $100/user/month. Some platforms also offer custom quotes that are built to meet your specific needs.

People Also Ask

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 benefits of conversation intelligence software?

The benefits of conversational intelligence tools are far-reaching and can affect multiple aspects of your organization. At their most basic level, AI conversation platforms provide you with the tools you need to improve sales rep performance at scale. When your salespeople know what to say and when to say it, you’re also ensuring a positive customer experience.

Furthermore, conversation intelligence tools can shorten onboarding and training for new hires, analyze massive amounts of calls to identify key trends, and provide actionable insights with recommendations for next steps that improve every call. You’re also eliminating manual administrative tasks for your management team so they can focus on implementing best practices across the entire organization.

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.

Other 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:

Next Steps

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.

By Phil Gray

Philip Gray is the COO of Black and White Zebra and Founding Editor of The RevOps Team. A business renaissance man with his hands in many departmental pies, he is an advocate of centralized data management, holistic planning, and process automation. It's this love for data and all things revenue operations landed him the role as resident big brain for The RevOps Team.

With 10+ years of experience in leadership and operations in industries that include biotechnology, healthcare, logistics, and SaaS, he applies a considerable broad scope of experience in business that lets him see the big picture. An unapologetic buzzword apologist, you can often find him double clicking, drilling down, and unpacking all the things.