Top 15 Conversation Intelligence Software to Boost Sales and Elevate Customer Service
Prashanth Kancherla
Sep 15, 2024 | 11 mins read
Conversation intelligence (CI) is a powerful tool that empowers sales reps, customer service agents account managers to gain deeper insights into their interactions with customers and prospects. By capturing, transcribing, and analyzing conversations, Conversation intelligence software provides valuable insights that can be used to initiate contextual conversations, provide prompt query resolution, identify sales opportunities, and enhance customer relationships.
Plus, with the right tool, you can easily identify trends, understand customer needs, and improve communication across your team. However, with so many options available, it can be tricky to find the best fit for your business.
So, I have prepared this guide to help you navigate through top conversation intelligence software, breaking down each option’s features and benefits. Read along!
In this article, we will explore:
What Are Call Tracking Metrics?
Call tracking metrics are key indicators of the performance and efficiency of a call center. Metrics such as call duration, call volume, first-call resolution rate, and call source offer businesses granular details in the effectiveness of call-related activities. They help in identifying operational bottlenecks, evaluating agent performance, and measuring the overall effectiveness of marketing campaigns and customer service.
For example, by comparing missed and answered calls, you can find missed opportunities that can be quickly followed up on. Alternatively, analyzing call times and dates helps you in determining when your client’s business is most active.
Now, a lot of people confuse call-tracking metrics with key performance indicators (KPIs). While the two concepts are closely linked, they serve different purpose
Call metrics assess the performance of different business operations while KPIs measures progress towards achieving broader business activities. In other words, KPIs are time-bound goals that directly impact the business results.
Overview
Before going into the details of each software, here’s an overview of the top qt customer intelligence software:
| Software | Key Features | USP / Best For |
|---|---|---|
| Ozonetel | Real-time AI insights, smart replies, grammar fix, intent escalation & routing, conversational AI platform | Best for contact centers, real-time AI assistance |
| Gong | User-trainable AI, context tracking, AI-powered deal warnings and forecasting | Best for revenue intelligence and improving win rates |
| Chorus | Automatic call transcription, AI-driven analysis, integration with popular platforms | Best for enhancing sales strategy through call analysis |
| Avoma | AI-assisted note-taking, action item extraction, meeting analytics | Best for AI-driven meeting management and summarization |
| CallMiner | Omnichannel analysis, automated redaction, real-time guidance | Best for omnichannel interaction analysis and compliance |
| Jiminny | Activity consolidation, full pipeline visibility, insights-driven coaching | Best for comprehensive sales activity analysis and coaching |
| MindTickle | Call AI, single system of record, personalized coaching | Best for sales training and behavior adaptation |
| SalesLoft | Multi-language detection, call playlists, AI-generated conversation summaries | Best for multi-language transcription and sales call analysis |
| MeetRecord | Key moment identification, sales cycle assessment, deal health metrics | Best for revenue team empowerment and deal prioritization |
| Fathom | Integration with social video platforms, data export capabilities, affordability | Best for video-focused conversation intelligence |
| Outreach | Real-time call recording and transcription, comprehensive search, plans dashboard | Best for automating sales engagement and revenue intelligence |
| HubSpot Sales Hub | Email tracking, meeting scheduling, live chat, conversation intelligence | Best for integrated CRM with conversation intelligence |
| Observe.AI | Real-time transcription, sentiment analysis, compliance risk dashboard | Best for optimizing contact center operations and compliance |
| LivePerson | AI-driven chatbots, real-time analytics, centralized inbox | Best for conversational commerce and real-time customer service |
| Fireflies.ai | Use case customization, speech filtering and recognition, categorization | Best for auto-transcription and meeting summarization |
Top Conversation Intelligence Software
Conversation intelligence software completely transforms the way teams engage and operate. How? At the most basic level, these solutions record all meetings and conversations and then convert them into accurate transcripts. Some of the best conversation intelligence software in the market right now are:
Ozonetel
Ozonetel is your go-to customer intelligence solution for transforming customer experience with real-time AI assistance. Built exclusively for contact centers, it’s trusted by over 3,500 businesses. Plus, the tool leverages the features of ChatGPT, giving you access to real-time insights and assistance to your fingertips and enabling your agents to handle complex issues with finesse.
Key features:
- Agent Assist: Provides real-time insights on customer sentiment, demographics, and recent interactions. Enables agents to personalize conversations quickly and address issues effectively.
- Smart Replies: Suggests intelligent responses during calls and chats. Helps agents deliver quick, contextually relevant responses, reducing resolution times and improving customer satisfaction.
- Grammar Fix: Real-time grammar and spelling correction tool. Ensures clear, professional communication regardless of the agent’s language skills.
- Intent Escalation & Routing: Identifies caller intent in real-time and directs calls to the most suitable agent. Reduces transfer times and improves overall call efficiency.
- Conversational AI Platform: Tailored for various industries including e-commerce, logistics, banking, and education. Adapts to specific industry needs and terminology.
Pricing: Customized solutions based on individual business requirements.
G2 Ratings
Customer Testimonials
“The best thing about Ozonetel is the easy UI, ease of calling customers as well. Another feature I do like about Ozonetel is the call transfer feature. We can connect customers with another executive in a hassle free way.”
Gong
Gong is a revenue intelligence platform that captures customer interactions across all channels. It’s your ticket to improving win rates throughout your organization.
Key features:
- User-trainable AI: Customize AI models to fit your specific business needs.
- Context tracking: Measure the success of strategic initiatives beyond simple keyword tracking.
- AI-powered deal warnings and forecasting: Get more accurate predictions for your sales pipeline.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“Gong enables me to focus on the meeting itself, secure in the knowledge that it’s taking notes and will present them back to me later (or I can go look them up on the Gong site).”
Chorus
Chorus is your AI-powered ally for enhancing sales strategy through in-depth analysis of customer calls and meetings.
Key features:
- Automatic call transcription: Never miss a detail from your sales conversations.
- AI-driven analysis: Extract valuable insights from every interaction.
- Integration with popular platforms: Seamlessly share meeting insights across your organization.
Pricing: Contact for a custom quote
G2 Ratings
Customer Testimonials
“Chorus’s separately shareable snippets have been wonderful for this use case, where I can clip a subset of the total meeting and share it with different team members internally or different clients externally.”
Avoma
Avoma is your advanced AI meeting assistant, perfect for accurate transcription and summarization of meetings.
Key features:
- AI-assisted note-taking: Let AI handle the heavy lifting of documenting your meetings.
- Action item extraction: Never forget a follow-up task again.
- Meeting analytics: Track speaking time, meeting hours, and other crucial metrics.
Pricing:
- Basic: Free
- Starter: $19/user/month
- Plus: $49/user/month
- Business: $79/user/month
- Enterprise: $109/user/month
G2 Ratings
Customer Testimonials
“The upsides of using Avoma are the call transcriptions and the organization of the meetings and calls.”
CallMiner
CallMiner Eureka is your comprehensive solution for analyzing voice and text-based interactions using AI and machine learning.
Key features:
- Omnichannel analysis: Collect data across six channels to map out the prospect’s buying process.
- Automated redaction: Remove sensitive customer data to ensure compliance.
- Real-time guidance: Get notifications during calls to improve outcomes on the fly.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“Using categories to develop libraries of syntax, you can get granular insights into your calls that’s available when needed.”
Jiminny
Jiminny is your all-in-one conversation intelligence platform for recording, transcribing, and analyzing interactions across video, voice, and email.
Key features:
- Activity consolidation: Get a comprehensive overview of all your sales team’s activities.
- Full pipeline visibility: Prioritize important deals and identify coaching opportunities.
- Insights-driven coaching: Enable quicker rep onboarding and targeted skill development.
Pricing: Customized solutions available
G2 Ratings
Customer Testimonials
“Jiminny really helps me keep everything in order by flagging my last interactions and providing a visual timeline of my communications with clients.”
MindTickle
MindTickle offers conversation analytics that help your sales team internalize ideal behaviors and adapt to change.
Key features:
- Call AI: Automatically transcribe and analyze every sales conversation.
- Single system of record: Access customer insights, training, and content in one place.
- Personalized coaching: Use real-world buyer interaction data to inform coaching strategies.
Pricing: Contact for details
G2 Ratings
Customer Testimonials
“Training missions make it easy for our field teams to record and upload video presentations to practice their skills.”
SalesLoft
SalesLoft’s Conversations platform is your AI-driven solution for analyzing call recordings, transcriptions, and meeting notes.
Key features:
- Multi-language detection: Generate transcripts in six languages.
- Call playlists: Easily access and share different types of calls for training purposes.
- AI-generated conversation summaries: Get quick insights after each meeting.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“I like the part where inbound calls are automatically recognized by the software of which account it’s connected to so that we’ll have full visibility of what they might be calling about.”
MeetRecord
MeetRecord is your modern conversation intelligence platform, offering comprehensive tools for revenue team empowerment.
Key features:
- Key moment identification: Go beyond simple transcription to understand what really matters.
- Sales cycle assessment: Evaluate each stage to avoid potential deal derailments.
- Deal health metrics: Prioritize deals effectively with comprehensive insights.
Pricing: Contact for a custom quote
G2 Ratings
Customer Testimonials
“Managing a remote team of Sales leaders using MeetRecord allows me to spot check each of my people’s meetings with prospects / clients.”
Fathom
Fathom is your video-focused conversation intelligence platform, perfect for consolidating all your sales and marketing conversations.
Key features:
- Integration with social video platforms: Connect with YouTube, Vimeo, and more.
- Data export capabilities: Drill down into your conversation data for deeper insights.
- Affordability: Suitable for organizations of all sizes, including startups.
Pricing:
- Free version available
- Premium: $15/user/month
- Team Edition: $19/user/month
- Team Edition Pro: $29/user/month
G2 Ratings
Customer Testimonials
“Its clean UI makes it super easy to use and to digest your post meeting notes.”
Outreach
Outreach helps revenue organizations automate sales engagement and leverage revenue intelligence to improve efficiency, predictability, and growth.
Key features:
- Real-time call recording and transcription: Capture and analyze sales conversations as they happen.
- Comprehensive search: Easily find relevant recordings and key moments in conversations.
- Plans dashboard: Monitor all your deals from a single, intuitive interface.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“Outreach helps you stay on track of your prospecting to ensure you are following up with contacts at the right time.”
HubSpot Sales Hub
HubSpot Sales Hub is a comrehensive CRM platform with integrated conversation intelligence. It’s designed to boost your sales team’s performance by streamlining communication and providing valuable insights into customer interactions.
Key features:
- Email tracking: Monitor when prospects open your emails and click on links.
- Meeting scheduling: Simplify the process of setting up meetings with prospects.
- Live chat: Engage with website visitors in real-time.
- Conversation intelligence: Record, transcribe, and analyze customer interactions for actionable insights.
Pricing:
- Sales Hub Professional: Starts at $90/month/seat
- Sales Hub Enterprise: Starts at $150/month/seat
G2 Ratings
Customer Testimonials
“What is most helpful about HubSpot Sales Hub is the platform’s flexibility. Its customizable options are vast, allowing users to tailor properties, records, and verbiage to suit the needs of our organization.”
Observe.AI
Observe.AI is an AI-powered platform focused on optimizing contact center operations and ensuring compliance. It uses advanced analytics and natural language processing to provide deep insights into your customer interactions.
Key features:
- Real-time transcription: Convert spoken words to text instantly during calls.
- Sentiment analysis: Understand the emotional tone of customer interactions.
- Compliance risk dashboard: Monitor and mitigate potential compliance issues quickly.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“In OAI under the Section Scorecard, it breaks down all the aspects of a call into categories that you can select from.’
LivePerson
LivePerson delivers conversational commerce solutions and enhances customer service operations. It enables you to engage in real-time conversations with your customers, facilitating a smoother, more efficient customer service experience.
Key features:
- AI-driven chatbots: Automate customer interactions for faster response times.
- Real-time analytics: Get instant insights into customer conversations.
- Centralized inbox: Manage all customer communications from one place.
Pricing: Available upon request
G2 Ratings
Customer Testimonials
“LivePerson is a great workspace when it comes to chat, it is fast, reliable, easy to implement, and you can also easily integrate other apps within LivePerson.”
Fireflies.ai
Fireflies.ai specializes in auto-transcripts, allowing you to store and review all your meetings in one place. It’s particularly useful for highlighting key points and generating automated summaries of calls.
Key features:
- Use case customization: Tailor the application to your specific professional needs.
- Speech filtering and recognition: Accurately capture and transcribe spoken words.
- Categorization: Organize your meetings and transcripts efficiently.
Pricing:
- Free: $0 (for individuals)
- Pro: $10/seat/month (billed annually)
- Business: $19/seat/month (billed annually)
- Enterprise: $39/seat/month (billed annually)
G2 Ratings
Customer Testimonials
“The meeting summaries are great, and task consolidation by meeting for follow up action items is a great way to stay on top of projects.”
Choosing the Best Conversation Intelligence Software
These powerful tools record, transcribe, and analyze conversations, providing valuable insights that can dramatically improve team performance. But with so many options available, how do you choose the right one for your business? Here are some features to help you out:
- Ease of use: A steep learning curve can hinder implementation and reduce overall effectiveness. So, your chosen software should be intuitive and user-friendly. Look for a platform that your team can quickly adopt without extensive training.
- Recording and transcription accuracy: The foundation of any good conversation intelligence software is its ability to accurately record and transcribe conversations. Also, high-quality transcripts ensure you’re working with reliable data for analysis.
- Advanced analytics: Look for software that goes beyond basic metrics. The best platforms offer in-depth analysis of conversation patterns, including talk ratios, customer engagement levels, and call durations. Also, these insights can help you identify areas for improvement in your team’s performance.
- Keyword identification: Effective conversation intelligence software should be able to pinpoint key themes and words in transcriptions. This feature helps you understand customer needs and responses more thoroughly, allowing for more targeted strategies.
- Seamless integration: Choose a platform that integrates smoothly with your existing tech stack, especially your CRM system. Good integration capabilities can streamline your workflow and boost overall productivity.
Conclusion
Selecting the right Conversation Intelligence Software is a strategic move that can enhance your business operations. With a clear understanding of each tool’s features and strengths, you can confidently choose the one that best aligns with your objectives. Plus, with the right software such as Ozonetel, you can streamline your processes, improve customer interactions, and boost your team’s performance. So, schedule your 7-day free demo now!
Final thoughts
By choosing the right AI-powered solution, companies can significantly improve customer satisfaction, reduce operational costs, and gain valuable insights into their service performance. And as you decide on the AI call center software to deploy in your organization, consider Ozonetel’s comprehensive suite of AI-powered tools.
Ozonetel offers a robust platform that integrates seamlessly with your existing systems, providing advanced features like intelligent routing, sentiment analysis, and real-time agent assistance. With its user-friendly interface and quick
Want to see what Ozonetel can do for your company? Sign up today for a free 7-day trial.
Frequently Asked Questions
The digital experience (DX) is the collection of responses a user or consumer experiences when interacting with a company. This includes digital experience platforms such as the firm website, apps, social media, and chatbots. The goal is to use these digital resources to increase user happiness and create a great customer experience.
The five key components of digital experience are typically user experience design, content strategy and management, personalization and consumer insights, multichannel delivery, and technology and infrastructure. By strategically blending these components, businesses may create a seamless consumer contact that is both interesting and rewarding.
Some common emerging digital experience trends include voice commerce, hyper-personalization, AI-driven customer service and immersive technologies, such as augmented reality (AR) and virtual reality (VR). Adapting to these emerging digital trends will help you remain relevant and competitive in such a saturated market.
