In todayâs fast-paced business landscape, sales and customer service teams are constantly seeking new ways to achieve success. With the surge of Conversation Intelligence, companies are gaining a deeper understanding of their customers and being able to create personalized approaches to meet their requirements.
This software has numerous features that enhance performance, improve customer understanding and lead to better business outcomes. The adoption of conversational intelligence is showing that more and more businesses across various industries are beginning to utilize it.
By the end of this article, you will understand the best tools for conversational intelligence. You will also learn how to choose the right ones and how to use them. Letâs get started and take a closer look!
Leading Conversation Intelligence (CI) Platforms
Conversation Intelligence, also known as CI, is a cutting-edge technology that captures and analyzes verbal interactions between companies and their customers.
Imagine uncovering the hidden treasures in every conversation your sales team has. This is exactly what conversation intelligence does! It acts like a decoder ring for customer interactions, transforming casual chats into valuable insights.
Conversation Intelligence is a software that records, transcribes and analyzes conversations with customers and prospects. It typically refers to technology-driven solutions that analyze business-to-consumer interactions. This tool allows sales representatives, account managers and customer success managers to achieve deeper insights into their interactions and discover how to improve those conversations.
This comprises customer sentiment analysis to measure the emotional tone, identify key keywords and phrases, track conversational trends and assess customer satisfaction indicators. Beyond that, conversation AI uses sophisticated technology like machine learning and Natural Language Processing (NLP) to perform advanced analysis.
The real benefit lies in how you use this information. The sales teams utilize conversation intelligence to discover the best ways to communicate with customers and to help train their team members. Support teams can identify problems earlier on before they become bigger issues. At the same time, company leaders can gain a clear idea of what customers really think and feel about their product or service.
1. Gong.io
Gong is a leading revenue intelligence platform serving over 4,500+ customers worldwide, including Fortune 10 companies like Microsoft and LinkedIn. It captures customer interactions across calls, meetings and emails across various platforms like Zoom, Google Meet and Microsoft Teams, allowing you to extract conversation insights, track keywords and concepts and identify trends and behavioral patterns.
What Are the Main Features of Gong Software and How Does it Work?
- Deal Intelligence- It provides sales teams with real-time insights into their deals, helping them understand whatâs working and whatâs not.
- Conversation Intelligence- This feature automatically records, transcribes and analyzes sales calls and meetings. It helps identify successful sales tactics, understand customer concerns and improve sales strategies based on actual conversation data.
- Revenue Intelligence- Gongâs revenue intelligence combines data from various sources to give a comprehensive view of the sales pipeline and performance. It helps sales leaders make informed decisions based on trends, patterns and forecasts.
- Coaching and Development- Gong offers tools for sales coaching and development, including tracking rep performance over time, identifying coaching opportunities and providing feedback directly related to sales calls and interactions.
- Calling and Meeting Analysis- This feature dives deep into the content of sales calls and meetings, analyzing speech patterns, topics discussed and customer sentiment. Ot provides actionable insights to help sales reps optimize their communication strategies.
- Email and Communication Tracking- Gong tracks and analyzes email communications with prospects and customers. It provides insights into email effectiveness, helping sales teams refine their messaging and follow-up strategies.
- Integration and Sales Tools- This program works well with different sales tools and platforms, like CRM Systems, email, calendar apps and video calls. This means that all the sales activities are recorded and analyzed.
Gongâs Current Limitations:
- Prohibitively Expensive – io reported earlier that Gongâs pricing varies between $1,050 and $1,600, depending on the type of seat. You need to commit to an annual or multi-year contract and thereâs no monthly subscription option. There is also a $7,500 professional services fee and a one-time platform fee that ranges from $ 5,000 to $50,000.
- No Customized AI-Generated Notes- This software does not let you customize or edit AI-powered meeting notes according to your call type or purpose.
- Lacks AI-Powered Call Scoring- Gong does not automatically score calls based on your scorecards. It means managers need to manually listen and review each call.
- No 2-Way Automatic CRM Sync- This does not offer 2-way automatic CRM Sync and lacks native integration with Pipedrive.
The benefits of this software include improved forecasting accuracy, enhanced sales performance, data-driven decision-making and increased productivity. Gong leverages 300+ unique signals to predict deal outcomes and forecast more accurately. By using the platform, you can effortlessly track quota attainment, rep performance, coverage, pipeline movement, and much more.
2. Chorus.ai
Chorus is the leader in conversation intelligence and an integral part of ZoomInfoâs (NASDAQ: ZI) leading modern go-to-market software, data, and intelligence for more than 20,000 companies worldwide. Chorus.ai (a part of ZoomInfo) is a cloud-based conversation intelligence platform designed to analyze sales calls, meetings and emails using advanced AI and machine learning techniques.
This platform secures voice and video calls, transcribes them automatically and uses AI to provide actionable insights to the sales teams. It is backed by 14 technology patents that leverage proprietary machine learning. This is the fastest-growing conversation intelligence product in existence.
The Main Functions
- Unlimited Recording- Chorus automatically records audio and video calls (integrating with popular communication platforms and CRM)
- Unlimited Transcription- It transcribes your calls in real-time.
- AI Analytics and Insights- Its AI-powered tools analyze the transcription to identify key topics, questions, engagement metrics and generate insights (talk ratios, sentiment analysis, conversation patterns), so you can identify successful sales tactics or areas of improvement.
- Integration- Since being a part of ZoomInfo, it has benefited from seamless integration with a very large B2B Lead Gen database (providing enriched data that will enhance lead qualification and customer understanding).
- Sales Coaching- This includes comprehensive training tools to help managers refine their coaching strategies (using real-life examples from recorded calls).
- Deal Execution Features- Chorus will track commitment phrases and next steps mentioned during calls to facilitate your follow-ups and ensure they are aligned with your sales goals.
Chorus Benefits
- Comprehensive Record Keeping- With these recordings, your teams can rely on a reference that will help them verify details, ensure compliance and maintain consistency across long-term communications.
- Enhanced Training and Coaching- The insights gained from meeting analytics will help you identify best practices and areas for improvement. It will make your training tactics more effective.
- Improved Sales Strategies- By analyzing customer interactions and feedback, youâll be able to adapt your strategies in real-time. It will help you build stronger customer relationships and ultimately improve your closing rates.
Chorus has a seller-centric and quotation-based buying approach. They opt for a personalized approach instead of a price list. They gather your requirements so that they can tailor a proposal based on your unique needs and customize the pricing exclusively for you.
However, there are three main factors that influence the costs:
- The data and features you need
- The number of seats you want
- The duration of the contract youâre willing to sign
According to several sources, Chorus pricing is as follows (based on a 2-year contract):
- Flat Fee: $8,000 Per Year (For 3 Seats)
- Extra User Fee: $1,200 Per Seat Per Year
However, many Chorus competitors offer their pricing options on a monthly basis. Letâs see what Chorus represents on this scale:
- Flat Fee: $667 Per Year (For 3 Seats)
- Extra User Fee: $100 Per Seat Per Month
For Instance,
Letâs say you want to use Chorus for a small team of 10 people.
It will cost you per year:
Flat fee: $8,000
Extra user fee: 7 x $1,200 = $8,400
Total: $16,400 (or $1,367 per month).
Which means, per user: $1,640 / year
Or: $137 / month
Letâs say you want to use Chorus for a bigger group of 75 people.
It will cost you per year:
Flat fee: $8,000
Extra user fee: 72 x $1,200 = $86,400
Total: $94,400 / year (or $7,867 per month)
Which means, per user: $1,259 / year
Or: $105 / month
3. Avoma
Avoma is a pioneering AI-first Growth Acceleration Platform tailor-made for customer-facing teams at startups and scaleups. By combining AI Meeting Assistance with Conversational Intelligence and Revenue Intelligence, Avoma empowers teams to streamline workflows, enhance customer interactions, and accelerate growth. This comprehensive solution makes sure that every conversation is a step toward greater success.
The Key Features of Avoma
- AI-Powered Meeting Notes- Automatic transcription and AI-generated summaries
- Conversation Intelligence- Talk ratio analysis, engagement tracking and coaching insights
- Revenue Intelligence- Pipeline tracking, risk scoring and CRM field operation
- Meeting Collaboration- Live note editing, playback and smart topic tracking
- CRM & Tool Integration- works with Salesforce, HubSpot, Zoom, Microsoft Teams and more
Avomaâs Strength
- Save Time With Smarter Meetings- Avoma writes down everything in your meetings and provides you with the important points right away.
- Keep Your Team In Sync- It integrates with the tools you already use, like Slack and your customer database. Everyone can find what they need from past meetings without needing to ask around.
- Make Smarter Decisions- This app shows you how your conversations are progressing (like whoâs talking more and how interested people seem. This helps team leaders provide better coaching tips.
- Get More Sales- Avoma updates your customer records without lifting a finger. It alarms you when deals might be in trouble, so that you can address the issues earlier.
- Keep Your Data Safe- Only the right people can view your meeting information in Avoma. You control who sees what. This means private conversations remain private.
Avoma Pricing Structure & How Does It Work?
Avoma offers three main pricing tiers, along with an enterprise plan for larger teams. Each plan is billed annually, with a monthly option available at a slightly higher cost.
1. AI- Meeting Assistant- $19/User/Month
- Automatic meeting recording and transcription
- AI-generated notes and follow-ups
- Calendar and scheduling automation
- CRM and dialer integration
2. Conversation Intelligence- $59/User/Month
- Everything in AI Meeting Assistant
- AI-driven conversation analysis
- Smart trackers and engagement insights
- AI-generated coaching scorecards
3. Revenue Intelligence- $79/User/Month
- Everything in conversation Intelligence
- Automated CRM field updates
- Dial risk analysis and forecasting
- AI-powered win-loss analysis (add-on available)
4. Lead Routing (Add-On) $19/User/Month
- Advanced round robin scheduling
- CRM integration for automated lead distribution
- Inbound and Outbound routing automation
5. Enterprise Plan- Custom Pricing
- Designed for larger organizations with specific needs
- Includes custom integrations, dedicated support and strategic partnerships
- Tailored pricing based on team size and feature requirements
With an annual subscription, users can save up to 20%, making Avoma a cost-effective choice for businesses:
| Plan | Monthly Billing | Annual Billing (20% Off) |
| AI-Meeting Assistant | $24/User | $19/User |
| Conversation Intelligence | $69/User | $59/User |
| Revenue Intelligence | $99/User | $79/User |
| Lead Routing (Add-On) | $24/User | $19/User |
| Enterprise | Custom | Custom |
4. Highspotâs CI
Highspot is a B2B Sales enablement platform that aims to align teams with a central location for content and documentation. Highspot helps companies worldwide improve the performance of their sales teams by transforming strategic initiatives into business outcomes.
This platform provides revenue teams with a single solution to elevate customer conversations and drive repeatable revenue, bringing together native content and guidance, training and coaching and engagement intelligence; all of which are supported by actionable analytics.
AI-powered search and automation simplifies content access, making it easier for teams to deliver the right materials at the right time. The initial setup usually requires effort but the long-term benefits are worthwhile. The benefits include improved efficiency and stronger buyer engagement.
This platform is specifically designed to realize the full potential of artificial intelligence. Highspot delivers unmatched AI accuracy and relevance to enhance productivity across the entire go-to-market process, leveraging a unified experience and analytics.
Highspot offers a wide range of valuable features and capabilities that enable the sales team to maximize their effectiveness. The features include:
- Content Management
- Sales Enablement
- Integration Capabilities
- Sales Coaching and Training
- Data and Analytics
This platform offers several notable advantages for organizations, regardless of their size.
Highspot Advantages
- It is easier to organize, access and manage when there is a single location for the content to live. This approach facilitates content management.
- Having frequently used materials at your fingertips helps save time and streamline team workflows.
- The platform’s interconnectedness encourages teamwork and effective cross-team communication, streamlining day-to-day processes.
- Because streamlining various sales processes is so central to Highspotâs purpose, reps can work more effectively and waste less time on more tedious tasks and improve overall sales productivity.
Pricing and Plans
Highspot does not list fixed pricing on its website, as costs vary based on company size, features, and specific needs. Businesses must contact Highspot for a custom quote.
What to Expect:
- The custom pricing model is based on the number of users and required features.
- Scalable plans designed for small teams to large enterprises.
- Add-ons and integrations that may affect overall pricing.
- There is no publicly available free plan, but a demo can be requested.
5. Uniphore
Uniphore is a leading company focused on business AI. They are dedicated to transforming how organizations utilize artificial intelligence. Their secure and flexible AI platform integrates seamlessly with existing data systems, allowing businesses to enhance AI models and deploy functionalities across departments.
Uniphore makes it easier for businesses to use AI by combining the user-friendly experience consumers want with the strong security, rules, and scalability that IT departments require. More than 1,500 businesses around the world trust them, and they have been recognized on the Deloitte Fast 500 list. Uniphore aims to show how AI can change and improve how businesses work.
Uniphore implemented a comprehensive modernization strategy using AWS services across three key areas:
- Application Modernization
The team improved the application by rewriting its services to work on any operating system (OS), not just Windows. They also used Docker, a tool that helps package applications, to make it easier to run in different environments. This meant modifying aspects specific to Windows, such as file organization, and ensuring the setup could function effectively within a container. After that, the updated application was launched on Amazon EKS with Kubernetes. This setup allows the application to easily move between different cloud services and ensures it can adjust automatically to changes in demand, fix itself if something goes wrong, and update smoothly without interruptions.
- Custom Data Migration Solution
Uniphore created a special solution to help move data using a Type 2 hypervisor, which is a type of software that helps run virtual machines. This new method allowed the AWS DataSync agent to work well with Windows storage systems. By using a dedicated high-speed internet connection, data was quickly transferred to Amazon EFS, ensuring it was more reliable and available.
- Cloud Infrastructure Setup
The updated system uses Amazon EC2 and Amazon EKS for computing and managing containers. Amazon Virtual Private Cloud (Amazon VPC) ensures the network is secure and private. For storage, we use Amazon EFS and Amazon S3. We moved data from old servers to Amazon EFS using DataSync, as shown in Figure 1. The application runs on Amazon EKS, and the results are saved in Amazon S3. We also back up the processed data with AWS Backup.
The key benefits of using Uniphore are:
- Scalability and Performance
- Flexibility and Portability
- Enhanced Security and Compliance
- Efficient Data Management
- Reduced Operational Overhead
- Significant Cost Savings
6. CallMiner
CallMiner is a leading company that helps businesses better understand customer conversations. Using advanced technologies such as artificial intelligence and machine learning, CallMiner provides a comprehensive system for reviewing customer interactions across various channels.
This is a speech analytics platform designed to help organizations identify, understand and optimize customer interactions. It uses artificial intelligence to assess customer sentiment and experience.CallMiner enables enterprises to drive meaningful CX transformation, improve operational efficiency, maximize agent impact, and uncover new growth avenues; all underpinned by the latest advances in AI technology.
CallMiner is trusted by the worldâs leading organizations across all major verticals, including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.
Key Features
- Call Analytics with Automated Speed Recognition and Sentiment Analysis
- Risk and Compliance Monitoring
- Fraud Detection
- Quality Management Support with Real-Time Agent Feedback & Coaching Capabilities
- Account-Based Marketing (ABM)
- Customer Data Platform
- Demand Generation and Lead Qualification
| Pros | Cons |
| Reporting & Visual Features | Requires Specialized Resources and Teams That Are Familiar With Analytics Platforms |
| Customizable Dashboard & Interface | Transcriptions Can Be Mistranscribed |
| Ability to Combine Categories to Create a Scorecard
| It Isnât User-Friendly Without Extensive Training Within The Platform |
| Ability to Grade a Call Within the App & Share Results With Agents & Leads | Having Multiple Tabs Open Can Cause The System To Load The Wrong Data |
| Enables Users to Easily Review Calls |
CallMiner does not show its prices on the website. If you want to know how much it costs, you need to contact their support by filling out a form online.
However, some sources indicate that CallMiner costs approximately $1,275 per month, or around $ 15,400 for the entire year.
7. Verint Systems
Verint is a leading company that provides innovative solutions for businesses. The focus on helping organizations enhance their connections with customers, streamline operations and safeguard against fraud. Their tools utilize advanced technologies, such as data analysis and artificial intelligence, to provide insights that enable businesses to make informed decisions.
The software suite from Verint features unique capabilities, including AI-driven analytics, a cloud-based architecture, and an open integration framework, which enable businesses to effectively adapt to dynamic market conditions and evolving customer needs. Verint’s software solutions are available in multiple languages, enhancing their accessibility on a global scale.
What Makes These Tools Stand Out?
Conversation intelligence tools are specialized programs that utilize advanced technology to automatically record, transcribe, and analyze customer conversations. They help businesses understand their sales performance, gauge customer sentiment, and identify any areas of concern.
This information enables companies to better train their employees, enhance their processes, and increase productivity in B2B marketing. These tools do more than just record calls. They provide valuable analysis using AI, offer instant feedback, automatically create call summaries, and can integrate with customer management systems. As a result, businesses can transform messy call data into clear, actionable insights that enable informed decision-making.
Scale Coaching & Training
To effectively enhance coaching and training with conversation intelligence (CI) tools, harness the power of data to uncover successful patterns and identify skill gaps. Develop user-friendly coaching guides and scorecards based on these insights. With AI-generated scores, you can deliver personalized feedback to a large group, ensuring that everyone receives the guidance they need.
This dynamic approach promotes continuous learning by incorporating feedback loops and utilizing the tool for role-playing and practice sessions. By adopting this method, you provide consistent and targeted coaching that significantly boosts sales representatives’ performance and accelerates the onboarding process for new hires.
Enhance Deal Execution
To improve sales deals using smart conversation tools, leverage data to train your team effectively. This involves utilizing AI to analyze conversations and identify successful patterns and common objections. You can automate tasks such as updating your customer management system and scoring calls, which will free up your sales team to concentrate more on selling.
Ensure that these tools are integrated with your existing systems to gain a comprehensive understanding of your customers. Lastly, use real-time information to identify signs of buyer interest and determine the most suitable next steps. This approach will help expedite the sales process.
Improve Team Alignment
To enhance teamwork and collaboration using conversation intelligence (CI) tools, follow these enriching steps:
- Establish Clear objectives- Clearly define and communicate what you aim to achieve as a team, ensuring that everyone understands the overall vision and their individual roles in achieving that goal.
- Select The Right Platform- Research and choose a CI tool that aligns with your teamâs specific needs and workflows, considering features, user-friendliness and overall functionality that will support your objectives.
- Integrate with Existing Systems- Connect the chosen CI tool to your current systems and make sure that data flows smoothly and team members can access the information they need without disruption.
- Provide Comprehensive Training – Offer thorough training sessions to equip your team with the skills and knowledge necessary to effectively utilize the CI tool.
- Set Measurable Milestones- Develop specific, measurable goals that allow you to track progress over time, creating benchmarks that motivate the team and showcase achievements.
- Analyze and Utilize Insights- Dive deep into the conversation data the CI tool provides, extracting valuable insights that illuminate patterns or areas for improvement, which can guide strategic decision-making.
- Take Action Based on Insights- Use the information gathered to inform your strategies, making informed adjustments that enhance performance and foster a more effective approach to collaboration.
- Foster a Culture of Feedback- Create an environment that encourages open dialogue and constructive feedback, where team members feel comfortable sharing their thoughts and suggestions, promoting continuous improvement and collective growth.
Bridge Teams
To connect different teams using conversation intelligence (CI) tools, share helpful insights and action steps from these tools with sales, customer support, and product teams. This helps everyone work together and understand what customers need.
Use features like real-time transcription (writing down conversations as they happen), automatic summaries, and sentiment analysis (understanding how customers feel) to make sure everyone understands customer problems and chances for improvement.
Set up ways to share information from your CI tool. This can help provide ongoing support and improve products by creating a loop of feedback between teams that talk to customers and those who develop products.
Quick Comparison Table
| Tool | Strengths / Use Cases |
| Gong.io | Broad multi-channel analysis; proven ROI (â25 % sales, â30 % CSAT) |
| Chorus.ai | High user ratings, ZoomInfo integration, and popularity for coaching |
| Avoma | Top-5 ranking; strong in automated coaching and recap workflows |
| Highspot CI
| Playbook alignment, coaching enforcement, GTM integration |
| Uniphore | Real-time voice assistance, emotion AI, enterprise scalability |
| CallMiner | Omnichannel interaction coverage, contact center insights |
| Verint | Large-scale CX analytics, automation, and AI-driven workflows |
Final Take
In the world overflowing with digital noise, conversation intelligence is the key to cutting through the clutter, connecting with your prospects on a deeper level and accelerating your sales velocity. With platforms catering to every size and need, there is no excuse not to leverage the power of CI.
So, what are you waiting for?
Explore the platforms and resonate with your needs and embark on your journey towards sales hyper-velocity!
