12 Best Conversational Intelligence Software Shortlist
I've assessed the best conversational intelligence software and shortlisted these for my top list:
- Clari Copilot - Best for robust AI-driven sales forecasting
- Observe.AI - Best for enhancing contact center performance and compliance
- Jiminny - Best for comprehensive sales team coaching and training
- ExecVision - Best for in-depth call analysis to improve sales team performance
- Chorus - Best for utilizing AI to analyze customer calls and meetings
- Salesloft - Best for streamlining and automating sales engagement
- Fathom - Best for leveraging video analytics in sales and marketing
- HubSpot Sales Hub - Best for integrating conversation intelligence into a complete CRM platform
- Avoma - Best for meeting transcription and AI-assisted note-taking
- LivePerson - Best for providing real-time conversational commerce and customer service
- Mindtickle - Best for continuous learning and sales readiness
- Gong - Best for revenue intelligence via conversation analytics
In the dynamic world of sales and customer success, conversational intelligence software, a SaaS-based platform, has emerged as a vital tool. It not only equips your sales force with a powerful dialer but also offers insights from call recordings, transforming average sales reps into top performers. It addresses key pain points such as missed sales opportunities, inconsistent customer interactions, and a lack of visibility into call center operations.
This leads to multiple benefits like higher win rates, personalized customer success experiences based on conversation analytics, and an edge in the competitive market for sales leaders. So, if you're wondering what conversational intelligence is, it's the key to revolutionizing your sales approach and closing more deals.
What is Conversational Intelligence Software?
Conversational intelligence software is a cutting-edge tool businesses use to transcribe, analyze, and glean insights from their various communication channels. By applying advanced artificial intelligence and machine learning techniques, these systems capture and understand the nuances of human dialogue, transforming raw data into actionable insights. The primary users of this technology span across departments from sales to customer service, human resources to marketing.
They use it to enhance customer engagement, monitor and improve team performance, facilitate more effective training, and drive strategic decision-making. Using sophisticated algorithms and Natural Language Processing (NLP) allows sales reps and managers to analyze and optimize sales conversations effectively. This call-tracking software, powered by conversational AI, serves as a decoder and enricher of dialogues between reps and customers.
Overview of the 12 Best Conversational Intelligence Software
1. Clari Copilot - Best for robust AI-driven sales forecasting
Clari Copilot uses AI to provide predictive sales insights based on historical data. It's a great tool for improving forecasting capabilities.
Why I Picked Clari Copilot:
Clari Copilot stood out in my quest to find the most effective solutions due to its strong focus on sales forecasting. I judged this platform to excel in utilizing AI to enhance prediction accuracy, helping organizations strategize with confidence. Furthermore, I chose it as the best for AI-driven sales forecasting because of its remarkable ability to analyze complex patterns in past sales data and generate actionable insights for the future.
Standout Features & Integrations:
Clari Copilot is a powerful tool that offers real-time forecasting, deal-level scorecards, and predictive analytics for sales pipeline health. It also has an Opportunity-to-Close feature that tracks and manages sales opportunities, making the process more efficient. It's compatible with Salesforce, Marketo, and Slack for seamless data flow.
Pricing:
From $50/user/month (billed annually)
- Minimum requirement of 10 seats
- Includes a $99 base fee per month
Pros:
- Highly accurate AI-driven sales forecasting
- Real-time sales forecasting
- Integration with various platforms
Cons:
- Pricing can be high for small businesses
- Requires a minimum of 10 seats
- The base fee might add up for larger teams
2. Observe.AI - Best for enhancing contact center performance and compliance
Observe.AI is an AI-powered platform built to optimize contact center operations and ensure compliance. Leveraging advanced analytics and natural language processing provides deep insights into your customer interactions, thereby enhancing contact center performance and compliance, which are crucial in today's competitive business landscape.
Why I Picked Observe.AI:
When it came to selecting a tool that excels in contact center performance enhancement and compliance, Observe.AI emerged as a strong contender. The platform's distinct focus on these two key areas sets it apart from other conversational intelligence software. Its ability to transcribe and analyze customer interactions in real-time, enabling quick detection and mitigation of compliance issues, is why I determined it as the best fit for enhancing contact center performance and ensuring compliance.
Standout Features & Integrations:
Observe.AI offers many features, including real-time transcription, sentiment analysis, and a comprehensive compliance risk dashboard. On the integration front, Observe.AI provides connections with various contact center platforms like Genesys, Avaya, and Cisco and CRM platforms like Salesforce, ensuring a smooth workflow.
Pricing:
Pricing upon request
Pros:
- Exceptional focus on contact center performance and compliance
- Advanced sentiment analysis capabilities
- Extensive integration with major contact center platforms
Cons:
- Pricing information not readily available
- Advanced features may require a learning curve
- Lack of a freemium version for small businesses
3. Jiminny - Best for comprehensive sales team coaching and training
Jiminny is a conversational intelligence platform that empowers sales teams with personalized training and insights into customer interactions. Ideal for organizations that prioritize sales team development.
Why I Picked Jiminny:
I found it challenging to choose conversational intelligence software for sales team coaching and training, but Jiminny stood out. Its focus on sales coaching and training, along with its strong machine learning capabilities impressed me. Jiminny's ability to understand customer interactions and provide practical feedback for sales staff training makes it the best option for coaching and training sales teams.
Standout Features & Integrations:
Jiminny offers features that facilitate effective sales training, such as automated coaching recommendations, playbooks for successful customer interactions, and deal prediction tools. Additionally, it provides integrations with a wide range of platforms including Salesforce, Slack, and Google Workspace, allowing for data flow and improved collaboration across these platforms.
Pricing:
From $20/user/month (billed annually)
Pros:
- Emphasis on sales team coaching and training
- Playbooks for effective customer interactions
- Wide range of integrations
Cons:
- May not be as affordable for small businesses
- Advanced features might have a steep learning curve
- Not ideal for businesses looking for a broad CRM solution
4. ExecVision - Best for in-depth call analysis to improve sales team performance
ExecVision is a conversational intelligence software that takes call analysis to the next level. It analyzes sales calls to improve team performance and provides actionable insights. Ideal for businesses seeking call-based performance enhancement.
Why I Picked ExecVision:
When it came to selecting a tool for in-depth call analysis to improve sales performance, ExecVision was a clear standout. ExecVision stands out for its call analysis capabilities, making it a top choice for businesses seeking valuable insights to improve their sales team's performance.
Standout Features & Integrations:
ExecVision excels with features like call transcription, sentiment analysis, trend identification, and custom performance metrics. Additionally, it integrates well with popular platforms such as Salesforce, Outreach, and Microsoft Dynamics 365, which can help streamline the call analysis process by providing easy access to vital call data.
Pricing:
Pricing upon request
Pros:
- Excellent call analysis capabilities
- Customizable performance metrics
- Good integration with popular platforms
Cons:
- Pricing information is not readily available
- Might have a learning curve for users new to call analysis software
- May not be suitable for smaller teams or businesses
5. Chorus - Best for utilizing AI to analyze customer calls and meetings
Chorus is a conversational intelligence tool designed to enhance sales strategy through AI-powered customer calls and meetings analysis. Automated call and meeting analysis lead to a better understanding of customers and more impactful conversations, making it perfect for scaling up customer analysis.
Why I Picked Chorus:
I picked Chorus for this list due to its strong focus on utilizing AI for analyzing customer calls and meetings. Chorus uses AI to extract insights from sales calls and meetings, making it a great choice for call and meeting analysis services.
Standout Features & Integrations:
Chorus provides a host of features like AI-driven analysis, automatic call transcription, and real-time insights. It also integrates with prominent platforms like Salesforce and Slack, allowing for easy access and sharing of meeting insights across the organization.
Pricing:
Pricing upon request
Pros:
- Utilizes AI to provide in-depth call and meeting analysis
- Integrates well with popular platforms like Salesforce and Slack
- Automatic call transcription feature
Cons:
- Pricing information is not readily available
- Might be overwhelming for smaller teams due to its extensive features
- AI capabilities might require a learning curve
6. Salesloft - Best for streamlining and automating sales engagement
Salesloft is a sales engagement platform that offers an integrated suite of features to facilitate sales communication and streamline operations. The tool focuses on automating and simplifying sales processes, enabling sales teams to engage with prospects efficiently.
Why I Picked Salesloft:
In comparing multiple platforms, I found that Salesloft's strength lies in its robust automation capabilities. It caught my attention for its ability to simplify complex sales processes. Salesloft is best for businesses seeking to streamline their sales engagement, thanks to its comprehensive automation features that drive efficiency in sales communications.
Standout features & integrations:
Salesloft offers cadence, email automation, and advanced analytics to help manage and enhance sales operations. It has a robust suite of integrations, including prominent platforms like Salesforce, LinkedIn, and Slack, providing a consolidated view of customer data and enhanced collaborative potential.
Pricing:
Pricing upon request
Pros:
- Robust automation capabilities streamline sales processes
- Provides integrations with popular platforms like Salesforce, LinkedIn, and Slack
- Offers advanced analytics for an in-depth understanding of sales performance
Cons:
- Pricing is not transparent
- The platform may present a steep learning curve for some users
- Could be more feature-rich considering the potential price point
7. Fathom - Best for leveraging video analytics in sales and marketing
Fathom is a comprehensive video analytics platform designed to provide detailed insights into how your content is performing. By allowing sales and marketing teams to understand audience interaction and engagement with their video content, Fathom is an essential tool for leveraging video analytics.
Why I Picked Fathom:
I chose Fathom because of its specialized focus on video analytics. It provides granular, meaningful insights into video content performance, which is essential in today's video-centric digital landscape. In my assessment, Fathom excels in using video analytics for sales and marketing purposes, aiding teams in formulating data-driven strategies and decisions.
Standout features & integrations:
Fathom provides key features such as audience insights, engagement tracking, and performance metrics for video content. The tool integrates with various video hosting platforms, including YouTube and Vimeo, and supports data export to common formats for further analysis.
Pricing:
Pricing upon request
Pros:
- Specializes in video analytics, providing granular insights
- Integrates with popular video hosting platforms like YouTube and Vimeo
- Supports data export for further analysis
Cons:
- Lack of transparent pricing
- May be overly specialized for teams not heavily utilizing video content
- The interface could be more intuitive for users unfamiliar with video analytics
8. HubSpot Sales Hub - Best for integrating conversation intelligence into a complete CRM platform
HubSpot Sales Hub is a well-rounded CRM platform with an integrated conversation intelligence feature. This tool is designed to enhance sales teams’ performance by facilitating communication and providing valuable insights into customer interactions, making it an ideal choice for integrating conversation intelligence into a complete CRM platform.
Why I Picked HubSpot Sales Hub:
I selected HubSpot Sales Hub based on its comprehensive functionality, which combines an all-inclusive CRM platform with the power of conversation intelligence. What distinguishes this tool is its integrated approach, which allows sales teams to manage customer relationships and analyze conversations within the same platform. HubSpot Sales Hub is exceptional for integrating conversation intelligence into a full-fledged CRM platform.
Standout features & integrations:
HubSpot Sales Hub offers many features, including email tracking, meeting scheduling, live chat, and a built-in phone system. Additionally, it has a conversation intelligence feature that records, transcribes, and analyzes customer interactions for valuable insights. The platform integrates with HubSpot's marketing, customer service, and CMS hubs and also connects with Gmail and Outlook, among other tools.
Pricing:
Pricing starts from $50/user/month.
Pros:
- Provides an integrated platform for CRM and conversation intelligence
- Offers a wide range of features to optimize sales processes
- Allows for integrations with numerous other services including Gmail and Outlook
Cons:
- Pricing can be high for small businesses or startups
- The platform can be complex to navigate due to the wide range of features
- Customization options might be limited compared to standalone conversation intelligence platforms
9. Avoma - Best for meeting transcription and AI-assisted note-taking
Avoma is an advanced AI meeting assistant designed to transcribe and summarize meetings accurately. It excels at streamlining the meeting process, from scheduling and joining to following up, which validates it as the top choice for meeting transcription and AI-assisted note-taking.
Why I Picked Avoma:
When selecting a tool for meeting transcription and note-taking, I singled out Avoma for its AI-powered functionality that transcribes meetings and generates precise summaries. Avoma's capacity to provide contextually accurate insights and actionable follow-ups from the meetings makes it distinctive. Therefore, Avoma fits perfectly as the top pick for meeting transcription and AI-assisted note-taking.
Standout features & integrations:
Avoma provides an array of notable features like automatic meeting transcription, AI-assisted note-taking, and action item extraction. Moreover, it has an insightful analytics feature that tracks meeting hours, speaking time, and other vital metrics. Avoma integrates well with popular calendar and conferencing tools like Google Calendar, Outlook, Zoom, and GoToMeeting.
Pricing:
Pricing begins from $20/user/month (billed annually).
Pros:
- Offers AI-assisted note-taking and action item extraction
- Facilitates meeting analytics
- Integration with commonly used calendar and conferencing tools
Cons:
- Might be expensive for small teams or startups due to annual billing
- Requires some learning curve to make the most of its features
- Limited customization capabilities for specific user needs
10. LivePerson - Best for providing real-time conversational commerce and customer service
LivePerson is a pioneering technology that delivers conversational commerce solutions and enhances customer service operations. As a platform that enables businesses to engage in real-time conversations with their customers, it facilitates a smoother, more efficient customer service experience.
Why I Picked LivePerson:
While reviewing various platforms for real-time conversational commerce, LivePerson emerged as the clear choice. Its standout element lies in implementing advanced AI to drive conversations, which assists businesses in managing multiple customer interactions simultaneously, making it best suited for real-time conversational commerce and customer service.
Standout features & integrations:
LivePerson boasts robust features including AI-driven chatbots, real-time analytics, and a centralized inbox for streamlined communication. This platform's automated messages effectively guide customers through their journey. LivePerson integrates with popular CRM systems, marketing platforms, and social media channels, including Salesforce, Adobe Marketing Cloud, and Facebook Messenger.
Pricing:
Pricing begins from $40/user/month.
Pros:
- Offers AI-driven chatbots for effective customer engagement
- Provides comprehensive, real-time analytics
- Allows integration with popular CRM systems and social media channels
Cons:
- The starting price might be steep for smaller businesses
- The AI learning curve could be challenging for some users
- Customization options may be limited compared to some other platforms
11. Mindtickle - Best for continuous learning and sales readiness
Mindtickle is a comprehensive sales readiness and training platform designed to improve sales teams' performance and productivity. By delivering constant learning and readiness solutions, Mindtickle is uniquely positioned to ensure your sales force is always prepared, aligning with the statement that it's the best tool.
Why I Picked Mindtickle:
After a careful comparison, I selected Mindtickle for its innovative approach to sales training. Its commitment to continuous learning and sales readiness sets it apart, which are critical components for maintaining a competent, high-performing sales team. Therefore, Mindtickle is the ideal tool for businesses seeking to consistently keep their sales teams informed and ready for any selling scenario.
Standout features & integrations:
Mindtickle offers features like role-play scenarios, AI-driven insights, and a gamified interface that promotes engagement and learning. Furthermore, the platform provides an array of integrations, including CRM solutions like Salesforce and marketing automation platforms such as Marketo, ensuring a synchronized approach to sales readiness and effectiveness.
Pricing:
Pricing starts from $20/user/month.
Pros:
- Offers gamified interface that enhances the learning experience
- Provides a comprehensive sales readiness and training platform
- Integrates with major CRM and marketing platforms
Cons:
- Pricing may be a barrier for small businesses
- Customizability could be better
- The interface may take time for some users to get used to
12. Gong - Best for revenue intelligence via conversation analytics
Gong is a comprehensive conversation analytics platform that provides actionable insights for revenue teams. By analyzing communication data, Gong empowers companies to understand customer interactions better and improve their sales strategies, making it best for businesses seeking advanced revenue intelligence.
Why I Picked Gong:
After extensive evaluation, I chose Gong for its robust conversation analytics capabilities. Its ability to extract valuable insights from communication data is unique, significantly impacting a company's revenue generation strategies. Consequently, I believe that Gong stands out as the best tool for businesses aiming to gain deep revenue intelligence via conversation analytics.
Standout features & integrations:
Key features of Gong include deals, people, market intelligence, and comprehensive analytics for email, calls, and meetings. Gong also integrates with a wide array of other business tools, including major CRM platforms such as Salesforce, and communication tools like Slack and Microsoft Teams.
Pricing:
Pricing is available upon request.
Pros:
- Provides robust conversation analytics
- Offers actionable insights for revenue teams
- Integrates with major CRM and communication platforms
Cons:
- Pricing information is not transparent
- Can be complex for first-time users
- May require substantial onboarding for optimal usage
Other Notable Conversational Intelligence Software
Below is a list of additional conversational intelligence software that I shortlisted, but did not make it to the top 12. Definitely worth checking them out.
- Outreach - Good for engaging customers across various communication channels
- Cognigy.AI - Good for automating customer support with AI
- Salesken - Good for obtaining real-time insights into customer conversations
- Verint Conversational Analytics - Good for understanding customer intent through AI-powered analytics
- Amplify.ai - Good for large-scale customer engagement with AI bots
- Balto - Good for sales teams needing real-time conversation guidance
- Medallia Concierge - Good for businesses looking to personalize customer experiences
- Revenue - Good for enhancing sales performance with AI-powered conversation intelligence
- Allego - Good for organizations seeking sales learning and readiness solutions
- CallRail - Good for tracking marketing performance and capturing leads through calls
- CallTrackingMetrics - Good for businesses needing to track and analyze phone call data
Selection Criteria For Choosing Conversational Intelligence Software
Having navigated the vast sea of conversation intelligence software, I have tried and evaluated dozens of these tools. In this particular exploration, I closely examined features that facilitate high-quality customer interactions, glean actionable insights, and ultimately contribute to sales or business growth.
Core Functionality
A high-grade conversation intelligence software should enable you to:
- Capture and analyze customer interactions across multiple communication channels.
- Transcribe conversations in real-time.
- Provide insights into customer behavior, sentiment, and intent.
- Offer actionable suggestions to improve customer communication.
- Store and manage conversation data for compliance and training purposes.
Key Features
For a tool to stand out in this space, it must exhibit these critical features:
- Real-time Transcription and Analysis: The ability to transcribe and analyze customer conversations as they occur, providing immediate insights and actions.
- AI-Powered Analytics: Using artificial intelligence to uncover deep insights from conversation data, such as customer sentiment and intent, trends, and performance metrics.
- Sales Enablement: Offering tools that assist sales teams in their customer interactions, like real-time coaching and conversation guides.
- Integration Capabilities: The tool should be able to integrate with your existing CRM and other tools for streamlined data management.
Usability
For this type of software, the user experience should focus on:
- Intuitive Interface: Conversation data can be complex. The tool needs a clean, well-organized dashboard that makes it easy to visualize and interpret data.
- Ease of Onboarding: As these tools can be intricate, the software should provide resources, training, or tutorials to help new users understand and navigate the platform.
- Robust Customer Support: Given the critical nature of the insights provided by these tools, swift and reliable customer support is essential.
- Scalability: The software must be able to handle increasing volumes of conversation data as your business grows.
Most Common Questions Regarding Conversational Intelligence Software (FAQs)
What are the benefits of using conversational intelligence software?
Utilizing conversational intelligence software brings a host of benefits for businesses:
- Enhanced Customer Insights: These tools transcribe and analyze customer conversations, providing valuable insights into customer sentiment, behavior, and needs.
- Improved Sales Performance: With real-time guidance and post-call analysis, sales managers can refine communication strategies to increase conversions and customer satisfaction.
- Better Training: The data gathered from these tools can be used for training, helping teams understand and replicate successful communication strategies.
- Compliance Monitoring: Some tools can automatically detect and alert about potential compliance issues in conversations.
- Streamlined Processes: By integrating with existing CRM and other tools, this software streamline the data management process, saving time and effort.
How much do conversational intelligence tools typically cost?
The pricing of conversational intelligence tools varies widely based on their features, the organization's size, and the user's specific needs. The pricing model is generally subscription-based, often with per-user, per-month pricing. The typical range starts from around $30 per user, per month for basic plans and can go up to several hundreds of dollars for advanced or enterprise plans.
What are the cheapest and most expensive software options?
Based on the tools covered here, Salesken offers one of the least expensive options with plans starting from $30 per user, per month. On the other end of the spectrum, Gong, known for its robust feature set, has plans that can cost several hundreds of dollars per user, per month.
Are there any free conversational intelligence software options?
While most of these tools do not offer completely free plans, many provide a free trial period that allows you to evaluate the tool's features and benefits before committing.
Other Conversational Intelligence Software-Related Reviews
Summary
In sum, choosing the best conversational intelligence software is a task that requires careful consideration of your business's specific needs and challenges. Whether it's gaining deep insights into customer interactions, refining sales tactics, or streamlining processes, the right tool can significantly enhance your operations.
Here are Three Key Takeaways:
- Match Features to Your Needs: Not all software offers the same features. Some focus more on sales enablement, others on customer service or compliance monitoring. Choose a tool that best aligns with your specific use case.
- Evaluate Usability: The software's ease of use and integration with existing systems should be a prime consideration. A tool with robust features but a steep learning curve might end up underutilized.
- Consider Your Budget: Pricing models for conversational intelligence tools can vary significantly. Always start with a clear budget in mind and select a tool that offers the best balance between cost and functionality. Remember, the most expensive software is not necessarily the best one for your business.
What do you think?
While I've made an effort to provide a comprehensive list, the world of conversational intelligence software is vast and continually evolving. If there's a tool that you believe should be on this list, please share it. I'm always eager to explore new options and appreciate your insights. Your contribution could make a difference in helping others make the best choice for their businesses.