In the fast-paced and highly competitive world of sales, understanding the intricacies of customer conversations can make all the difference between closing a deal and losing an opportunity. This is where conversation intelligence tools come into play.
Leveraging advanced artificial intelligence and natural language processing capabilities, these tools empower sales teams with invaluable insights extracted from customer interactions.
From call recording and sentiment analysis to real-time assistance and performance evaluation, conversation intelligence software has become an indispensable asset for sales organizations seeking to optimize their processes and boost their bottom line.
In this article, we will explore the top conversation intelligence tools that are revolutionizing the way sales teams understand, analyze, and leverage their customer conversations for improved sales performance.
What is Conversation Intelligence?
Conversation intelligence software, also known as CI software, refers to a type of technology that leverages artificial intelligence (AI) and natural language processing (NLP) to analyze and extract valuable insights from conversations, such as sales calls, meetings, and customer interactions. It typically records, transcribes, and analyzes these conversations to provide actionable data and analytics.
In the context of sales, conversation intelligence software can be used to enhance the sales process and improve performance. Here are a few ways it can be utilized:
- Call Recording and Transcription: CI software can record and transcribe sales calls, allowing sales representatives to review and analyze the conversations later. This helps in identifying key talking points, customer pain points, objections, and successful strategies used during the call.
- Sentiment Analysis: The software can analyze the sentiment of the conversation, providing insights into the emotional state of both the salesperson and the prospect. This helps sales managers identify areas for improvement and provide targeted coaching.
- Call Analytics: By analyzing the data from multiple sales calls, CI software can identify patterns, trends, and best practices. Sales managers can gain insights into the effectiveness of different techniques, identify areas of improvement, and optimize their sales strategies.
- Performance Evaluation and Coaching: CI software enables managers to evaluate the performance of individual sales reps by measuring key metrics such as talk-to-listen ratio, use of key phrases, and adherence to scripts. This data can be used to provide personalized coaching and training to improve sales skills.
- Real-time Assistance: Some advanced CI software can provide real-time conversation intelligence and suggestions to sales reps during customer interactions. It can analyze the conversation as it happens and provide prompts and recommendations based on previous successful outcomes or predefined guidelines.
- Pipeline Management: CI software can integrate with customer relationship management (CRM) systems to automatically update and manage sales pipelines. It can extract relevant data from conversations and update CRM records, saving time for sales reps and ensuring accurate data entry.
Now that we have a clear understanding of what conversation intelligence software is and how it can be leveraged in sales, let’s dive into a comprehensive roundup of the best tools available in the market.
The Best Conversation Intelligence Software for Sales
These cutting-edge solutions have garnered recognition for their ability to transform raw conversations into actionable insights, equipping sales teams with the tools they need to enhance their communication skills, close more deals, and drive overall sales success.
Whether you’re a sales manager looking to optimize team performance or a sales representative aiming to refine your approach, these conversation intelligence tools are poised to revolutionize the way you analyze and capitalize on customer interactions. Let’s explore the pros, cons, and pricing of leading solutions that are reshaping the sales landscape.
#1: Kixie’s Conversation Intelligence
While there are many options for Conversation Intelligence software, Kixie PowerCall is one of the few sales dialer platforms that also includes CI technology. Not only is Conversation Intelligence a built-in tool in our suite of sales engagement software, but Kixie also integrates seamlessly with whatever CRM system you are already using.
Kixie’s CI system analyzes and summarizes phone calls, gives an overall sentiment score for each conversation, and uses AI to track themes in your calls and identify top keywords that were relevant to the conversation. With this sales call intelligence tool, managers can coach new sales reps and also identify top performers with ease.
Price: Contact us for pricing details.
#2: Gong
More than just a call intelligence platform, Gong advertises its ability to turn all of your customer interactions into actionable pathways towards greater revenue. Focused on increasing revenue by analyzing each of your customer touch points, Gong also uses an AI system to analyze your sales reps’ conversations.
You can track the health and progress of your deals in real-time inside Gong’s dashboard, plus they leverage a vast amount of data from sales calls and interactions to suggest areas for improvement. Gong is tailored towards larger (mid-market and enterprise) organizations, so smaller businesses may want to look for a more affordable tool.
With a large number of 4 and 5 star reviews, most users enjoy Gong and find it helpful for their workflow. A few users note that the transcription could be better, such as this user via G2, “Sometimes the AI won’t translate right and the words are kind of disconnected from what you really said. Not a big deal, but sometimes it’s hard to understand what that means and you have to listen to the conversation instead reading it.”
Price: $5,000 + $1,600/user/year (for up to 49 seats), price varies for more seats
#3: Avoma
Avoma brands itself as an “AI call assistant” as well as a “revenue intelligence” platform, as it not only provides sales call analysis software but also provides tools for making your pre- and post-meeting tasks more efficient.
With more pricing options and flexible billing terms, Avoma may be better for smaller teams. The cost difference between Avoma and Gong comes down to the number of analytics features and coaching tools.
Users generally report a positive experience with Avoma, with no 1 or 0 star reviews out of over 800 reviews on G2. However, one reviewer notes on G2, “As with any CI tool, you must be prepared for varying degrees of effectiveness in transcription, especially with different accents and speech patterns on your team. However, this is par for the course in the space, so I can’t fault Avoma too much here. I would like to see some expanded analytics tools in the future; the current suite of tools is okay but not quite as robust as I would like.”
Price: Free plan with limited features available; paid plans starting at $19/user/month
In Conclusion
In the dynamic realm of sales, staying ahead of the competition requires continuous improvement and adaptation. The advent of conversation intelligence software has provided sales teams with an unprecedented ability to uncover hidden insights from their customer interactions.
By embracing these innovative solutions, sales teams can unlock the full potential of their customer conversations, paving the way for increased revenue, enhanced customer satisfaction, and long-term success in the dynamic world of sales.
