Top Conversation Intelligence Tools For Sales and Customer-Facing Teams
Author: Abdul Rehman
Date: February 10, 2025
Conversation intelligence focuses on extracting meaningful insights from the discussions your team has with potential and existing customers.
By analyzing these interactions, businesses can better understand their customers and evaluate agent performance. It ensures that every call is thoroughly reviewed, helping teams make smarter decisions and create more meaningful customer experiences.
What Is Conversation Intelligence Software?
Conversation Intelligence (CI) software is a tool that records, transcribes, and analyzes sales calls. It works by scanning the conversations for important keywords and topics, allowing users to quickly jump to key moments in the call recordings and gain valuable insights.
With CI software, businesses can capture important discussions with potential customers, detect any unsafe or illegal topics, train new salespeople with real-world examples, and conduct thorough analyses of sales calls for various other purposes. It's an essential tool for improving sales strategies and ensuring compliance.
Top 10 Best Conversation Intelligence Software
Here’s a look at the top 10 conversation intelligence software options available:
Bling AI
Bling AI stands out as one of the leading conversation intelligence solutions, offering a comprehensive suite of features powered by AI. Key capabilities include real-time transcripts, AI-driven scoring, moment analysis, sentiment analysis, coaching insights, and live agent assistance.
Part of the Bling platform, a top-tier cloud phone system designed for sales and customer support teams, Bling AI is trusted by over 6,000 businesses globally. The software is user-friendly and integrates seamlessly with more than 100 CRM and helpdesk tools, including Salesforce, HubSpot, Pipedrive, Zapier, and many others.
Bling AI is perfect for training and coaching representatives. It automatically logs call details and provides in-depth insights that can be used in training sessions. Additionally, Bling AI uses sentiment analysis during live calls, offering real-time prompts to guide agents based on the customer’s emotional tone. It also scores calls, helping businesses pinpoint areas for improvement.
Key Features
- Bulk SMS Campaign: Instantly connect with your customers through bulk SMS campaigns, drive faster responses, and turn texts into meaningful customer actions.
- Real-time Agent Assist: Provide personalized recommendations to agents during customer calls, ensuring they have the right guidance at the moment.
- Call Summary & Call Transcription: Condense hundreds or thousands of conversations into actionable insights for better decision-making.
- Sentiment Analysis: Gain a clear understanding of how your pitch and delivery are resonating with customers, helping refine your approach.
- AI-powered Call Scoring: Assess every call and provide admins with full visibility into agent performance, ensuring continuous improvement.
- AI Coaching: Help agents deliver superior customer experiences with real-time recommendations and insights during post-call debriefs.
- Pricing: Bling AI pricing plans start at $21.58 per month per user (billed annually). Explore more Bling AI packages with AI features: See pricing.
Enthu.AI
Enthu.AI is a cloud-powered conversation intelligence and speech analytics tool that helps optimize the performance of customer-facing teams. It’s designed to help businesses streamline contact center operations, ensure compliance, and provide impactful training and coaching for agents.
With Enthu.AI, businesses can easily monitor and assess every customer interaction, ensuring top-notch service and meeting compliance standards. The platform integrates with multiple customer communication channels, including phone calls, chats, support tickets, and video calls, providing a holistic view of all interactions.
By leveraging cutting-edge AI and machine learning, Enthu.AI dives deep into conversations to extract valuable insights, allowing businesses to better understand customer sentiments and improve overall agent performance.
- Pricing: Custom (Contact for detailed pricing information).
- Commitment Required: No
- Supported Languages: English, Spanish, German, French.
Jiminny
Jiminny is a conversation intelligence tool that helps analyze client interactions. It transcribes and examines all your business calls and meetings in real-time, giving you valuable insights to improve your communication effectiveness.
By integrating with your CRM system, Jiminny helps pinpoint areas where your team can make significant improvements. It provides a clear picture of your sales force’s effectiveness and tracks the customer journey throughout the sales cycle.
The platform is excellent for boosting your sales team's productivity and efficiency with 100% call monitoring, agent evaluations, and personalized coaching for better performance.
- Pricing: Starts at $45 per agent per month, with flexible pricing available based on your business needs.
- No commitment required: Add as many agents as you need or choose the duration that suits you, with no annual contracts.
- Supported Languages: Spanish and English.
Gong
Gong is designed primarily for distributed teams, enabling them to record and analyze client interactions across various channels including phone calls, emails, web chats, and conferences.
Key Features
- Revenue Intelligence: Gong’s main use case is to drive revenue growth through comprehensive conversation analytics.
- Identifying Top Performers: Gong identifies the characteristics of your best-performing reps to help replicate success across your team.
- Market Analysis: Gong analyzes industry trends, helping you stay informed about the broader market and customer behavior.
- Performance Metrics: Provides data-driven statistics to assess rep performance and establish benchmarks for improvement.
- Personalized Feedback: Gong delivers tailored feedback to each rep to enhance strengths and address weaknesses, fostering continuous improvement.
- Pricing: Starts at $1,000 annually per agent.
- Commitment required: An annual commitment for a minimum of 3 agents is necessary.
- Supported Languages: English
- Note: Gong’s pricing isn’t publicly available, so you’ll need to contact the company directly for more details.
Chorus
Chorus, a top conversation intelligence platform by Zoominfo, stands out with its impressive portfolio of patents for real-time transcription and analysis of sales meetings. It helps teams to:
Streamline processes and methodologies, replicate successful practices across your organization, and strengthen collaboration within teams.
Access accurate CRM data, assess the health of deals and pipelines, and reduce risks that could affect deal closure or customer retention.
Make smarter decisions with data-driven insights, stay competitive by understanding market trends, and leverage customer feedback to enhance your marketing and content strategies.
- Main Use Case: Sales Intelligence
- Pricing: Individual
- Commitment Required: Minimum number of agents
- Supported Languages: Spanish, Portuguese, Dutch, French, German, and English.
Observe.AI
Observe.AI is an intelligent workforce platform designed to enhance contact centers by integrating AI into customer conversations. It boosts agent productivity and automates repetitive tasks, resulting in increased revenue and improved customer retention.
By leveraging Observe.AI, contact centers can optimize key business metrics at every customer touchpoint. It provides employees with highly accurate, actionable feedback through built-in coaching and evaluation workflows, helping them improve performance.
The platform is trusted by several prominent clients, such as Resmed, Pearson, 23andMe, Accolade, and Group 1 Automotive. Observe.AI is backed by investors like Zoom, Menlo Ventures, Scale Ventures, Nexus Ventures, and Softbank Vision Fund 2.
With its headquarters in San Francisco and an office in Bangalore, India, Observe.AI focuses on improving the performance of contact centers.
- Pricing: Custom (starts at $80 per agent)
- Commitment Required: Minimum number of agents
- Supported Languages: Spanish and English
Voyc
Voyc helps businesses stay compliant and improve customer service by monitoring every interaction. With its voice analytics AI software, it allows companies to review all contact center conversations, boosting efficiency, identifying potential issues, and ensuring excellent customer support.
By using machine learning and AI, Voyc analyzes customer interactions, providing valuable insights into how customers feel—whether they're satisfied or frustrated. This analysis helps businesses understand what drives customer happiness or dissatisfaction.
Voyc also lets you set up alerts and flags for specific keywords, so you can keep track of important topics. The software generates and sends reports to the right people, offering a clear, real-time view of what's going on in your contact center.
ExecVision
ExecVision believes that the true value of customer insights and data lies in how they can be leveraged to improve the performance of marketing, sales, support, and product teams. The company also understands that modifying human behavior can lead to better results.
By closing the Insight-to-Performance gap, ExecVision enables teams to make better decisions based on actionable insights gathered from customer conversations. This leads to faster onboarding, shorter ramp-up times, improved win rates, reduced staff turnover, and stronger alignment across departments.
- Main Use Case: Boosting performance across teams
- Pricing: Custom
- Languages Supported: English, Japanese, Arabic, and major European languages
Refract
Refract provides a comprehensive analysis of every sales conversation, helping sales teams and professionals stay competitive in the market.
By leveraging AI to break down each interaction, Refract uncovers valuable insights that drive success. It highlights the strategies and behaviors of top performers, allowing the rest of the team to adopt these practices for better outcomes in their own calls.
The platform integrates easily with a wide range of CRM systems, and its detailed breakdown of call interactions encourages sales reps to learn independently and continuously improve.
- Main Use Case: Revenue Intelligence
- Pricing: Custom
- Commitment Required: Yes
- Languages Supported: English
Avoma
Avoma is an all-in-one AI meeting assistant designed to help customer-facing teams gather critical insights before, during, and after their customer interactions. By analyzing conversations, it provides valuable feedback that can help accelerate the sales process and expand your customer base.
This platform automatically records every meeting, syncing all key insights with your CRM system. You can easily search through the transcripts to listen to specific calls or meetings, making it easier to review and improve team performance.
- Main Use Case: Sales teams’ meeting assistant
- Pricing: $90 per agent per month (includes dialer and CRM integration)
- Commitment Required: No
- Languages Supported: English
CallMiner
CallMiner is a cloud-based voice analytics platform designed to enhance customer engagement. It leverages artificial intelligence and machine learning to capture, transcribe, and analyze 100% of your customer interactions. The CallMiner Eureka platform turns insights from both customer and employee conversations into actionable intelligence at scale.
By analyzing customer conversations, the platform provides valuable insights into agent performance, sentiment, and dialogue, with the added benefit of PCI-compliant sensitive data redaction, ensuring secure data sharing across the organization.
With automated scoring and sentiment analysis, CallMiner generates valuable insights that drive improvements in risk management, contact center optimization, sales performance, and overall customer experience.
- Main Use Case: Enterprise contact centers
- Pricing: Custom, based on consumption minutes
- Languages Supported: English, Japanese, Arabic, and major European languages
Conclusion
Conversation intelligence software is an essential tool for anyone managing a calling team.
No matter whether you're working in sales, customer service, or support, there is a wealth of valuable insights that can be gained from customer interactions. By leveraging voice analytics software, you ensure that you're not missing out on crucial information that could drive business success.
Conversation intelligence is more than just listening to calls. It's about learning from them, refining processes, and improving future conversations.
The end result is enhanced customer experiences and better performance against KPIs, including revenue growth. Ultimately, the true power of conversation intelligence lies in its ability to build a stronger, more effective calling team.