In this section, you will find
What is Conversation Intelligence Software?
Benefits of Conversation Intelligence Software
The most significant adoption of AI technology is seen in the Conversation Intelligence software. The emergence of this technology has seen growing adoption in a variety of use cases by sales and revenue leaders - sales coaching, sales training and onboarding, sales forecasting, deal intelligence and market intelligence. Business leaders are relying on Conversation Intelligence software to improve team performance, improve deal closing and grow revenue.
Learn how Conversation Intelligence helps your business and how to choose the right Conversation Intelligence software.
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Read more about how companies in different industries are using Conversation Intelligence software to drive results.
Read more about the latest news and updates in Conversation Intelligence.
Updated By Cuspera
Last updated: Sep 27, 2024
Revenue Intelligence Platform to coach sales reps
Gong is a revenue intelligence platform that sales managers use to coach their sales reps.
It gives sales managers direct visibility into sales conversations to help them get direct feedback on pricing, messaging, product rollouts etc. Insights into sales conversations help to identify best practices, scale them across sales teams and thus reduce ramp up times for new hires. They also help to improve quota attainment and thus directly contribute to topline.
Gong has integrations with all major web / video conferencing software. It can directly join your meetings and record your conversations. It uses AI to transcribe your calls and identifies coachable moments for upsell, cross-sell etc.
Deal Intelligence is fantastic. It provides me with a very easy resource to get accurate and data-driven insights. And more importantly, it serves as a second layer for me to ensure that every one of my reps' forecasting is indeed accurate, based on the data. Above and beyond all of that, Deal Inte...lligence is able to provide me with a quick way to understand how we're managing our sales cycles and what has the highest likelihood to close.
Kara Martin
Mid-Market Sales Manager
Zenefits
Vendor: Gong.io Inc
Founded: 2015
Company Size: 101-250
HQ Location: 814 Mission St, Floor 4 San Francisco, CA 94103
Financials: SERIES E
Conversation Intelligence Platform for Sales to drive team performance
Chorus by ZoomInfo is the leading Conversation Intelligence platform for sales teams (reps and managers both use Chorus).
Organizations can unlock the insights that help your team close more deals, conduct sales performance reviews and ramp reps faster. Top benefits include cloning your best sales reps and coaching to win more deals.
Chorus joins the online calls and records them. It uses AI to transcribe the calls and point out key moments for upsell, and cross-sell. It also allows you to search by keywords like pricing, competitor names, etc.
Chorus has helped our sales organization go from good, to great, to excellent in a very short amount of time.BROOKS PETTUS
COO
Housecall Pro
Vendor: ZoomInfo Technologies LLC
Founded: 2000
Company Size: 1001-5000
HQ Location: Vancouver, WA
Financials: PRIVATE
Tracking and analytics for phone calls and web forms
CallRail is a cloud-based call tracking and marketing analytics solution designed for data-driven marketers. It is leveraged by the advertisers to track and optimize their advertising campaigns, increase sales effectiveness and also to improve customer retention.
The product tracks any type of marketing campaign, from paid search to organic search to radio advertisements and print campaigns, including PPC keywords. It provides users with a single source of truth for analysing the marketing ROI. The solution features call routing, scheduling, round-robin queues for sales teams, keyword spotting and call transcription.
CallRail is a marketing attribution and conversation intelligence software powered with machine learning (ML) capabilities. The ML algorithms score the call as good leads or bad leads, thus measuring the quality of the conversations and giving the user an opportunity to refine the marketing strategy and turn more leads into customers.
CallScribe and AI and keyword spotting make a huge difference.Chris Gardner
Founder
Advanced Podiatry
Vendor: CallRail, Inc.
Founded: 2011
Company Size: 101-250
HQ Location: 100 Peachtree Street NW Suite 2700 Atlanta, GA 30303
Financials: SERIES A
AI Sales Assistant to Navigate Every Sales Conversation
Salesken is a Conversational Intelligence and Analytics for sales teams to sell better with enhanced pipeline visibility, and sales improvement in real-time. It helps to increase sales and revenue.
Salesken helps to qualify leads better based on the customer's true intent, receive real-time cues to handle every objection, align the pitch and talking points to the customer's stated needs and capture every conversations’ context to improve engagement.
Salesken conquers every lead and attains the targets and leads a team of champions including features like knowing the pipeline based on the customer's spoken intent, diagnostics of what’s working in the playbook, and what’s not, and dashboards to measure sales reps and teams’ effectiveness.
Vendor: Skan Tech Labs Private Limited.
Company Size: 11-50
HQ Location: Bangalore, Karnataka 560055, IN
Financials: SERIES B
A revenue intelligence platform and collaboration software for remote sales teams
Jiminny is the platform for all customer conversations using automation and AI to help sales team grow and develop. It is developed for the sales team of any company to reach their goals and grow.
It features easy coaching, team collaboration, enhanced productivity, better customer relationships and communication tools.
It provides communication tools like Video Conferencing, Dialer & SMS. It also features searchable library of sales activity, transcribing calls and specific search of moments in the call. It allows CRM integration, playlists creation, call coaching, ‘follow’ feature and sharing knowledge of the sales floor. It also allows to highlight important parts of a call with snip-it and share with team mates.
I love Jiminny, it helps us pinpoint where reps are excelling and where they need help. Jiminny's platform has empowered team leaders, sales leadership, and other department to efficiently listen to conversations happening on our sales floor at key stages of the sales process.Mike Azzolino
Director of Sales
Buildium
Vendor: Jiminny, Inc.
Founded: 2016
Company Size: 51-100
HQ Location: 315 W 36th Street 5th Floor New York NY 10018
Financials: SERIES A
A central place for all the voice conversations
Fireflies is an AI assistant for the meetings that make it easy to record, transcribe, and organize all the team’s meetings in one place. It transforms conversations into actions where the voice assistant and transcription tools are designed to automate the team’s workflow.
It helps with note-taking, easily shares recaps and transcripts, and also tunes in to what the customers, candidates and team are saying. It automates the workflows, simplify’s coaching by commenting on important calls, and reduces the need for repeat meetings increasing the speed of work.
Some of its features include capturing voice conversations anywhere needed, accurate transcription quality, smart search capabilities, integration with all the workflows and so on.
We have utilized regular recording tools and attempted to add a team member to calls for their focus to be on the note-taking, while another team member takes the lead on client communication, but neither of these options was fully efficient or effectiveSierra Henley Ashburn
Owner and Founder
Amplified Innovation
Vendor: Fireflies.ai Corp.
Company Size: 51-100
HQ Location: 5424 Sunol Blvd , Ste 10-531 Pleasanton, CA 9456
Financials: SERIES A
AI Powered Conversation Analytics Solution
CallJourney is a Conversation Analytics Platform that helps to unlock every conversation and add the true voice of the customer into the enterprise data mix. It helps to improve customer service, drive compliance, and increase sales and marketing efforts.
CallJourney helps to harness the power of voice data and helps the organizations find answers to some of the biggest challenges by delivering insights that directly impact the customer experience, business performance, risk management, and compliance. It allows to translate every single conversation into clarity and understanding. It’s EVS API integrates with multiple applications and transfers the data smoothly and easily and streams the voice data output straight to the platform.
Its features include the highest accuracy, flexible plans, data pipeline, data redaction, secure and compliant, PCI data scrubbing, intuitive data visualization, and many more.
Vendor: TMA Comms Pty Ltd
Company Size: 11-50
HQ Location: 4-6 Straits Avenue, Granville, NSW 2142.
AI coaching and training platform for call centers
VoiceOps is an AI Coaching and Training platform for call centers usable in industries such as Insurance, Travel and Lending, where call-center performance needs to be enhanced within a short period of time.
VoiceOps’ Custom behaviours feature provides for a dashboard view to track if call behaviours and sales processes were being followed and if coaching was bringing the desired change in trend. The behaviours and Sales processes to be followed can be defined earlier to VoiceOps for getting it calibrated into the system for creating the dashboard.
Coaching is enabled any time through any of the methods such as over a quick note, a group session or a formal 1-1. Comments and feedback is enabled to be made in real-time. Coaching metrics and reports are built into the system to be available on a regular basis for tracking the progress towards coaching and team goals.
A little feedback to pass along to your team: the pilot group have become evangelists of your brand here in the call center, and not more than a few hours go by when one of them doesn’t pop into my office and ask, “When are we getting VoiceOps?” I’ve worked in QA off and on in a call center environ...ment for the last quarter century, and this sort of receptivity to coaching is not something I commonly experienced, and certainly not to this extent.
Greg
Manager of Employee Development
Penn Foster
Vendor: VoiceOps
Company Size: 11-50
Financials: SERIES A
Find where sellers win to scale up success and revenue.
Allego Conversation Intelligence is an AI-powered sales coaching software designed to help both sales representatives and sales managers improve performance and revenue. The tool records all the calls, supports playback, and transcriptions, and scores the performance against the best practices in the organization.
Backed with machine learning technology, the software offers coachable insight, coaching and personalized feedback, conversation analysis, and the ability to track progress. With individual and aggregated analysis of all the sales calls, the tool provides a comprehensive view of best practices that can be leveraged by all the sales reps across the floor.
The software uses machine learning and AI-based technology to unblock the business intelligence locked in conversations. It facilitates optimization and improvement in the ability of the sales rep to close deals by analyzing and gathering relevant insights from calls, demos and meetings.
Refract has really made a difference with our trainees. Managers can be too busy to listen intently to all their trainee's calls. Having trainees upload calls consistently allowed us to see the strengths and weaknesses of the individual on the phone, but also helped them find their own style.Jamie Panter
Training & Development Manager
CSC Recruitment
Vendor: Allego, Inc.
Founded: 2013
Company Size: 51-100
HQ Location: 117 Kendrick Street Suite 80 Needham, MA 02494 USA
Financials: PRIVATE
Speech Analytics QM Solution
Voyc is a Call center Software that monitors 100% of contact center interactions with speech analytics AI, identifies complaints and vulnerable customers and improves agent performance. It ensures all the customer calls are effectively monitored for quality assurance and in a way that is scalable, cost-efficient, and objectively accurate.
Voyc helps companies automatically identify interactions of regulatory importance, such as complaints and vulnerable customers, as well as create operational capacity to focus on business improvements that drive positive customer outcomes. Promising quick implementation, ease-of-use, and bank-grade security, Voyc revolutionizes the quality assurance processes.
Some of its features include boost operational efficiency, optimizes the process of risk management to ensure fair customer outcomes while protecting reputation, improve customer experience, drive more sales, and so on.
I have seen nothing like this. Most digital QA solutions are only measuring the tone of the conversation - I have seen nothing that checks for compliance phrases like Voyc does.Wynand Olivier
Partner Legal & PR
King Price
Vendor: Voyc Technologies (Pty) Ltd.
Founded: 2018
Company Size: 1-10
HQ Location: Wilhelmina van Pruisenweg 35, 2595 AN Den Haag
Financials: PRE-SEED
In this section, you will find
What is Conversation Intelligence Software?
Benefits of Conversation Intelligence Software
Conversation Intelligence Software, usually backed by AI technology, automates many of the activities around customer conversations - recording, analyzing, and taking notes and feeding it back to internal systems like CRM. Using conversation intelligence software, sales reps, and customer service agents can access key information from the conversation to analyze further or pass it onto other stakeholders in the organization. Conversation Intelligence Software is useful for sales leaders to train and coach team members, analyze what needs to be improved further in the customer engagement, and pass on other key information to relevant people in the organization like product management and marketing.
Conversation Intelligence software not only records the sales calls, but also does transcribing eliminating cumbersome notes taking. This helps sales reps to focus on customers. The call details are automatically fed to CRM systems - hence there are no missed call details. This also helps in call follow ups and prep for sales calls.
One of the major benefits of using Conversation Intelligence (CI) software for sales leaders is that they get to coach their sales team members based on the insights available from the sales calls - this is the basis for targeted, personalized, contextual coaching. In a growing sales organization, it is hard for sales leaders to replicate the success of their star performers across the organization and at the same time provide actionable data driven feedback based on their unique strengths. This is where conversation intelligence helps sales leaders. With hundreds of sales conversations happening all the time, CI software helps them to scale thus boosting overall sales performance.
Advanced CI software like Gong and Chorus bring together all of customer interaction data from various sources like web, email, phone into a single place. All of the interactions from start to close can be viewed and this improves pipeline visibility across all the deals. With proactive alerts coming in for deal risks, sales leaders can take timely action and provide timely intervention to sales reps’ performance. Deal intelligence helps sales leaders to do better sales forecasting.
CI software helps sales leaders to track and measure rep performance and ROI over a period of time. New team members can be easily tracked to know whether they are actively listening to the customers, adhering to organization guidelines and processes and sticking to the script. This makes the whole process of sales training and onboarding very consistent and effective. It reduces the ramp up time of new reps. Personalized coaching of every rep improves skill building.
Conversation analytics is a key capability of Conversation Intelligence software. Customer conversations provide rich insights into what is working in the product and what is not, what customers are looking for in the product, how they view the product against competitors to name a few. These insights are valuable to marketers to tune their marketing strategy and for product management teams to refine their roadmap. Since these insights are coming from customers it is all the more reliable.
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Real-Time Voice to Voice Translation and Transcription
Vendor: Awaken Intelligence Limited
Company Size: 11-50
HQ Location: 68 Basepoint, The Havens, Ransomes Europark, Ipswich, IP3 9BF