Best Conversation Intelligence Software
Best conversation intelligence software includes Zoominfo, Houndify, hellomybot, Acobot, and Passage AI. These conversation intelligence platforms enable companies to develop chatbots and voice-based assistants to improve customer service.
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List of 20 Best Conversation Intelligence Software
Contenders | 2024
#WorkFromAnywhere
Connect with your team anytime, let your business do the talking, do video calls without any interruptions, and pass-on the messages without any delay using the cloud telephony software Dialpad. Read Dialpad Reviews
Explore various Dialpad features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Dialpad Features- Screen Sharing
- Caller ID and Call Blocking
- Call Transfer
- Voicemail Drop
- Business Phone Number
- Artificial Intelligence
- Contact center analytics
- Omnichannel
Pricing
Dialpad Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
WhatsApp Team inbox for sales and support Teams
ControlHippo is the ultimate WhatsApp Team inbox for sales and support Teams. Effortlessly manage multiple WhatsApp accounts, integrate with CRM systems, and gain valuable insights through actionable analytics. Experience ControlHippo now and streamline your team's communication and customer support. Read ControlHippo Reviews
Explore various ControlHippo features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all ControlHippo Features- Live Chat
- Real Time Chat
- Document Storage
- Third Party Integration
- Dashboard
- Knowledge Base
- Surveys & Feedback
- Customer Experience Management
ControlHippo Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Category Champions | 2024
All-in-one customer experience solution
Tidio offers all in one customer experience platform that includes live chat, chatbots, the Lyro AI chatbot, ticketing, email marketing, and multichannel communication capabilities.. Read Tidio Reviews
Explore various Tidio features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Tidio Features- Customer feedback collection
- Customer feedback management
- Offline Form
- Customer onboarding
- Pre-configured Bot
- Real Time Chat
- Onboarding
- Real Time Monitoring
Pricing
Customer Service
$ 29
Per Month
Lyro AI Agent
$ 39
Per Month
Automation
$ 29
Per Month
Tidio Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Gong.io
Make your sales representative highly trained by training them with AI. Gong.io reinforces training at every level by including the data gathered from real-time conversation. It can easily create data-rich and flexible training material. Learn more about Gong.io
Explore various Gong.io features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Gong.io Features- Event Triggered Recording
- Onboarding
- Performance Management
- Screen Activity Recording
- Sentiment Analysis
- Video Call Recording
- Archiving
- Audio / Video Conferencing
Gong.io Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Chorus
Chorus.ai will help you to create better and engaging content over a single click. This sales coaching software captures the real-time customer conversation and creates leaning material from that. It precisely surfaces calls and tracks down the coachable moments. Learn more about Chorus.ai
Explore various Chorus.ai features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Chorus.ai Features- Auto-Dialing
- Recording Bookmarking
- Call Sharing
- Archiving
- On-Demand Recording
- Onboarding
- File Transfer
- Performance Management
Chorus.ai Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by CallRail Inc.
CallRail call tracking software provides call analytics to data driven marketers so they can improve customer acquisition. Delivering intuitive self-service software to businesses that care about phone calls, CallRail enables smart marketers to know what makes their phone ring. Read CallRail Reviews
Explore various CallRail features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CallRail Features- File Transfer
- On-Demand Recording
- Call Routing
- Archiving
- Call Recording
- Keyword Tracking
- Lead Segmentation
- Event Triggered Actions
Pricing
Call Tracking
$ 45
Per Month
Call Tracking + Conversation Intelligence
$ 95
Per Month
Call Tracking + Form Tracking
$ 95
Per Month
CallRail Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Relish AI
Relish AI is a fully featured Conversational AI Platform Software designed to serve SMEs, Startup, Agencies, Enterprises. Relish AI provides end-to-end solutions designed for Web App. This Conversational AI Platform offers Chatbot, Code-free Development, Pre-configured Bot, Sentiment Analysis, Reporting at one place. Read Relish AI Reviews
Explore various Relish AI features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Relish AI Features- Analytics
- Live chat system
- Pre-configured Bot
- Sentiment Analysis
- Code-free Development
- Reporting
- Speech Recognition
- Chat / Messaging
Pricing
GROW
$ 29
Per Month
Relish AI Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Avoma
Avoma is a fully featured software designed to serve SMEs, Startup, Agencies, Enterprises. Avoma provides end-to-end solutions designed for Web App. This software offers Dashboard, Centralized Note-taking, Recording Collaboration, AI Meeting Assistant at one place. Learn more about Avoma
Explore various Avoma features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Avoma Features- Sales Trend Analysis
- Performance Management
- Contact Management
- Dashboard
- Reporting/Analytics
Pricing
Plus
$ 50
Host/Month Billed Annually
Premium
$ 90
Host/Month Billed Annually
Avoma Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
The Modern Revenue Workspaceâ„¢
Integrate sales communication for email tracking and sales calls to track all communication activities in one platform, and use engagement to trigger your next activity. Learn more about Salesloft
Explore various Salesloft features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Salesloft Features- Pipeline Management
- CRM integration
- Email Templates
- Performance Management
- Sales Analytics
- Call recording
- Sales Tracking
Salesloft Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by MindTickle
Selling more with less effort is possible only if you train your sales reps with detailed learning material created by MindTickle. The sales coaching software can extend on boarding readiness and help you include training in everything. Learn more about MindTickle
Explore various MindTickle features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all MindTickle Features- Certification Management
- Mobile Learning
- Onboarding
- Built-In Course Authoring
- Asynchronous Learning
- Audio / Video Conferencing
- Training Management
- Content Management
MindTickle Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Jiminny
Set realistic sales goals and make your sales team action-ready with Jiminny. The sales coaching software can do instant file sharing, team collaboration, and event-triggered recording for better and detailed content creation. Read Jiminny Reviews
Explore various Jiminny features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Jiminny Features- File Transfer
- Dashboard
- Goal Setting / Tracking
- Assessments
- Auto-Dialing
- Event Triggered Recording
- Training Management
- Call Recording
Pricing
Pro
$ 95
User/Month
Jiminny Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Marchex
Marchex is a fully featured Call Tracking Software designed to serve SMEs, Enterprises. Marchex provides end-to-end solutions designed for Web App. This online Call Tracking system offers Call Routing, Keyword Tracking, Call Recording, Omni-Channel, For Developers at one place. Learn more about Marchex
Explore various Marchex features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Marchex Features- Sentiment Analysis
- Call Routing
- For Developers
- IVR / Voice Recognition
- Conversion Tracking
- Call Recording
- Omni-Channel
- Keyword Tracking
Marchex Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Zoom Information, Inc
ZoomInfo sales intelligence software is an effective devaluation framework. It is your own research group, conveying warm leads every day, helping you produce more opportunities quicker. That's easy find contact lists looking for based on location, company and much more. Read ZoomInfo Reviews
Explore various ZoomInfo features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
ZoomInfo Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Contenders | 2024
Software by Talkdesk
Talkdesk is a leading cloud based call center software in the world. Which Create the call center your customers and agents deserve. It reduce average handle time and increase agent efficiency with automated workflows. Read Talkdesk Reviews
Explore various Talkdesk features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Pricing
Express
$ 25
Agent/Month
Professional
$ 65
Agent/Month
Enterprise
$ 125
Agent/Month
Talkdesk Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by CallMiner, Inc
CallMiner Eureka is a fully featured Call Center Software designed to serve SMEs, Agencies. CallMiner Eureka provides end-to-end solutions designed for Windows. This online Call Center system offers Inbound Call Center, Predictive Dialer, Outbound Call Center, Interactive Voice Response, Call recording at one place. Learn more about CallMiner Eureka
Explore various CallMiner Eureka features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all CallMiner Eureka Features- Outbound Call Center
- Real-time Chat
- Call Logging
- Predictive Dialer
- Reporting/Analytics
- Escalation Management
- Queue Management
- Call Recording
CallMiner Eureka Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Cognigy
Cognigy.AI is a fully featured Artificial Intelligence Software designed to serve Agencies, SMEs. Cognigy.AI provides end-to-end solutions designed for Macintosh. This online Artificial Intelligence system offers For Developers, Omni-Channel, For Healthcare, Process/Workflow Automation, Virtual Personal Assistant (VPA) at one place. Learn more about Cognigy.AI
Explore various Cognigy.AI features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Cognigy.AI Features- Chatbot
- For Sales
- Virtual Personal Assistant (VPA)
- For Developers
- Omni-Channel
- Multi-Language
- Intent Recognition
- For Healthcare
Cognigy.AI Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
The #1 Real time Conversation Intelligence tool
Salesken.ai is a conversation intelligence platform which assists Sales representatives in real time during their conversations with the customers. Our Artificial intelligence engines augment the human intelligence of Sales representatives and improves their performance. Learn more about Salesken
Explore various Salesken features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Salesken Features- Virtual Assistant
- Lead Scoring
- Speech Recognition
- Intent Recognition
- Code-free Development
- Contextual Guidance
- Multi-Channel Communication
- For Sales
Salesken Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Invoca
Invoca is a fully featured Call Tracking Software designed to serve Startups, Enterprises. Invoca provides end-to-end solutions designed for Web App. This online Call Tracking system offers Call Routing, Conversion Tracking, Caller Identification, Campaign Management, Call Recording at one place. Learn more about Invoca
Explore various Invoca features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Invoca Features- Campaign Management
- IVR / Voice Recognition
- Caller Identification
- Keyword Tracking
- Conversion Tracking
- Call Recording
- Call Routing
Invoca Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by CallTrackingMetrics
CallTrackingMetrics is a fully featured Call Tracking Software designed to serve SMEs, Enterprises. CallTrackingMetrics provides end-to-end solutions designed for Windows. This online Call Tracking system offers Keyword Tracking, Conversion Tracking, IVR / Voice Recognition, Campaign Management, Caller Identification at one place. Learn more about CallTrackingMetrics
Explore various CallTrackingMetrics features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
- Conversion Tracking
- Campaign Management
- Keyword Tracking
- Caller Identification
- CRM
- Call Recording
- IVR / Voice Recognition
- Call Routing
Pricing
Business
$ 39
Per Month
Marketing
$ 99
Per Month
Contact Center
$ 299
Per Month
CallTrackingMetrics Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Emergents | 2024
Software by Allego
Allego is designed to increase your buyer engagement and get hold of well-trained sales executives. The sales coaching software can create bite-size learning material giving the details about every minute thing. Learn more about Allego
Explore various Allego features, compare the pricing plans, and unlock the potential of seamless operations by selecting the right software for your business.
Features
View all Allego Features- Assessments
- Content Management
- Audio / Video Conferencing
- Presentation Management
- Training Management
- Collaboration
- Performance Management
Allego Caters to
- StartUps
- SMBs
- Agencies
- Enterprises
Sales and customer satisfaction are the key growth pillars for all businesses. A healthy business has a consistent flow of sales (thus revenue) and customer retention (top-notch customer service).
Sales and customer support conversations happen across multiple channels, making it essential for businesses to effectively track and analyze them. Here's where conversation intelligence software comes into the picture.
In this guide, you’ll learn all about conversation intelligence software, its benefits, features, and more to make an informed decision.
What is Conversation Intelligence Software?
Conversation intelligence software is a platform for recording, transcribing, and analyzing conversations. These conversations can be phone calls and video meetings with prospects, customers, clients, partners, investors, etc. Sales and customer success teams mainly use conversation intelligence tools to analyze customer interactions and gain deeper insights into improving them.
Who Uses Conversation Intelligence Software?
Conversation intelligence platforms are useful for all teams that need to interact with customers or partners. However, they're best used by -
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Sales teams - Since sales teams constantly get on calls with prospects, they can use a conversation intelligence tool to evaluate their conversations and improve their conversations.
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Customer success teams: Customer success and service teams also frequently connect with customers over a phone call or video meeting. Hence, a conversation intelligence solution can help them identify mistakes and improve their call quality.
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Project managers: Project managers who take client calls can use a conversation intelligence platform to analyze their conversations.
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Human resources: Since HR teams communicate constantly with candidates, they can use conversation intelligence software to improve their conversation and negotiation skills.
Benefits of Conversational Analytics Software
Conversational analytics software helps sales and customer support teams evaluate their conversations and improve them for better results. Here are the benefits of a conversational intelligence solution.
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Improved Efficiency
A conversation intelligence platform minimizes manual work and improves efficiency. It automatically records and transcribes conversations, freeing up time that would otherwise go into manual transcribing.
The solution also analyzes the conversations and gives helpful insights, alleviating the need for manually evaluating the conversations.
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Improved Sales Performance
Conversation intelligence tools enable sales leaders and managers to review the performance of their teams and identify areas of improvement. As a result, leaders can train the sales reps in the right areas and improve sales performance.
The insights from a conversation intelligence tool can also help with sales forecasting. Sales managers can listen to the conversations and analyze them to get a better idea of the pipeline and do accurate sales forecasting.
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Understanding Customer Needs
Understanding customers' pain points and requirements is the biggest success factor for any business. With a conversation intelligence platform, you can listen to your customers and realize what they need. This can go a long way in getting meaningful insights and increasing customer satisfaction.
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Enhanced Customer Experience
When you understand your customers, you can serve them better, resulting in a better customer experience. You can use conversation intelligence software for proactive issue resolution and providing personalized engagement to customers.
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Quality Assurance
Conversation intelligence software can also help organizations with quality assurance and compliance management. For example, you can use these tools to ensure the communications comply with industry regulations. Additionally, managers can use the insights from conversation intelligence software to maintain top-notch quality from their sales reps and customer service agents.
Features of Best Conversation Intelligence Software
While each conversation intelligence platform is different and has different capabilities, here are some important features every conversation intelligence solution should have.
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Real-Time Transcription
Real-time recording and transcription is the most important feature of conversation intelligence software. This feature enables automatic recording and instant transcription of the conversation. Whether it's a phone call or video meeting, a conversation intelligence tool automatically captures, analyzes, and transcribes spoken words.
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Call Scoring
Conversation intelligence solutions have a built-in call-scoring functionality. You can set a call scoring criteria based on specific objectives and key performance indicators (KPIs).
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Coaching Insights
Sales and customer support leaders need to constantly upskill the agents to increase performance. A conversation intelligence platform helps you with that by providing performance analytics and reports on agent and team performance.
You can use these insights to extract actionable feedback and implement it in upskilling programs.
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Lead Qualification
Lead qualification is an essential aspect of sales. Qualifying and classifying leads ensures the sales team goes after high-value opportunities, resulting in higher conversions. A conversation intelligence solution offers built-in lead scoring and qualification capabilities to automatically identify qualified leads that are more likely to convert.
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Live Sentiment Analysis
Conversation intelligence software has live sentiment analysis functionality to evaluate the customers' emotions in real-time and give feedback. When the conversations take a negative turn, the solution sends a trigger to supervisors so they can mediate in time.
How to Choose the Right Conversation Intelligence Platform?
Choosing the right conversation intelligence software is vital for an organization's sales and customer support success. Though every conversation intelligence platform is unique, here are some things to consider when looking for a perfect solution for your organization.
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Ease of Use
Firstly, the conversation intelligence software you select should be easy to use. It should have a user-friendly interface with a negligible learning curve. If the tool is complex, you may end up investing significant time and resources in training the employees.
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Product Capabilities
Next, you should evaluate the software's features and functionalities. See the features it offers and the value it can create for your organization. For a conversation intelligence solution, features to look for are real-time transcription, analytics, coaching and training, lead qualification, and natural language processing (NLP).
The platform should also integrate with solutions tools like call tracking software and analytics tools to help organizations establish an integrated environment.
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Scalability
Last, you need a platform that is scalable as per your organizational needs. Find a platform that allows you to add users and conversations should the need arise.
Challenges in Conversational Analytics Software
While conversation intelligence tools are a valuable resource for analyzing conversation data, businesses may face some challenges while using them.
Here are some challenges associated with conversational analytics software and how to overcome them.
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Security and Privacy
Conversational intelligence solutions analyze conversations and collect heavy amounts of customer data, which may contain sensitive information. This mainly includes personally identifiable information (PII) and financial data.
If a data breach occurs, this data can be compromised, causing significant reputational and financial damage to your business.
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Language Input
Most conversational intelligence tools support transcription in English only. Hence, these tools can struggle when the conversations take place in other languages. Moreover, customers using English may speak in different accents and dialects, which can be difficult to capture for the platform's artificial intelligence and machine learning algorithms.
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Adoption and Discovery
Lastly, organizations may face some internal resistance to adopting conversation intelligence software. Integrating a conversation intelligence platform into your existing technology infrastructure can be challenging. Additionally, you'll need to train the employees in using the new tool, which will be time-consuming and resource-intensive.
Software and Services Related to Conversation Intelligence Software
If you're looking for solutions similar to conversation intelligence software, here are some types of software to check out.
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Sales Coaching Software
Sales coaching software helps sales teams analyze customer conversations, derive actionable insights, and identify opportunities for upskilling.
The platform allows you to monitor and evaluate sales calls and agent performance. Based on the insights, you can give constructive feedback to the agents and map out effective coaching programs.
A sales coaching solution comes with performance analysis features, such as automatic transcription and call analysis. Sales managers can use this data to provide targeted coaching to agents.
You can also integrate sales coaching software with CRM systems and other tools in your technology stack to manage all your sales and customer success activities in one place.
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Sales Intelligence Software
A sales intelligence platform works similarly to a conversation intelligence solution. It records and transcripts sales conversations to help sales leaders analyze the performance of sales reps.
These platforms come with powerful lead scoring and qualification features. The software analyzes the conversations and automatically scores and qualifies leads. This eliminates the need for manual lead scoring and helps sales reps focus on high-value prospects.
Other features of a sales intelligence tool include account profiling, predictive analysis, real-time alerts, and integration with other tools.
Latest Trends in Conversation Intelligence Software
The conversation intelligence software market is new and rapidly changing. Here are some of the latest trends emerging in conversation intelligence software.
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AI-Powered Insights
Artificial intelligence has taken several software products by storm, and conversation intelligence software is no different. AI-powered insights are one of the most valuable components of these tools.
AI helps users with sentiment analysis, intent recognition, predictive analysis, and language processing.
As the adoption of conversation intelligence platforms increases, AI will continue to play a vital role in the success of sales and customer support teams.
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Conversational UX
Vendors of conversation intelligence software have been focusing significantly on enhancing the conversational user experience (UX).
For the uninitiated, conversational UX refers to the incorporation of voice, chat, and other technologies to simulate human conversations.
Conversational UX has been a key focus area for conversation intelligence software vendors. These include functionalities like personalization, human-like interactions, visual elements, and voice & multimodal interfaces.
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Real-Time Coaching
The primary application of a conversational intelligence solution is to improve the quality of customer conversations and the performance of sales reps. Sales leaders extract insights from these tools and utilize them to upskill the sales teams.
However, most conversational intelligence solutions now come with built-in coaching modules. Sales leaders can integrate insights and feedback into training programs and deliver personalized coaching programs to sales reps.
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Multichannel Integration
Customer conversations happen on not one but multiple channels, like phone, virtual meetings, chat, and more. Tracking and analyzing these conversations in siloes can be challenging for sales teams.
To overcome this, conversational intelligence solutions offer multichannel integration with omnichannel support, data consolidation, and cross-channel analytics. This helps sales leaders manage and evaluate conversations across channels in one place.
Conclusion
Analyzing customer conversations — whether sales or customer support — is vital to understanding customer behavior, forecasting sales, and ensuring customer satisfaction. Conversation intelligence tools help you do that in a fast, effortless, and automated way.
A conversion intelligence platform offers all the features you need to record, transcribe, and analyze conversations. Implementing a conversation intelligence software can help you better analyze customer conversations and upskill reps to create memorable customer experiences.
FAQs
The cost of a conversational intelligence tool can vary significantly. It depends on several factors like the pricing model, features & functionality, number of users and conversations, customization, and so on. Hence, one should select a provider by not only looking at the pricing but also the features and capabilities offered.
Call tracking software and conversational analytics software serve different purposes.
Call tracking solutions focus on recording and analyzing phone calls. They offer features like call logging, source attribution, and call recording, and their key purpose is marketing attribution.
On the other hand, conversation intelligence software tracks multichannel conversations and extracts meaningful insights. It provides features like NLP, sentiment analysis, intent recognition, and real-time coaching.
Conversation intelligence software offers various features and functionalities to help you analyze customer conversations, gain insights, and improve the performance of reps.
Alternatively, conversational AI is one of the components of conversation intelligence software that uses algorithms like NLP for sentiment analysis.