10 Best Conversation Intelligence Software For 2024

Understanding your customers is one of the most critical aspects of your business success.

Knowing and uncovering valuable customer insights offer numerous benefits to your business, from personalization to target advertising, customer retention, building trust, and much more.

But how do you better know and understand your customers?

Well, the answer lies in customer communication. 

98% of people already believe that it’s important for businesses to communicate effectively with their customers.

Though effective conversations are essential for creating a deeper bond with customers and driving sales success, understanding its intricacies is not a piece of cake. 

And, this is where Conversation Intelligence software comes into play. 

These cutting-edge tools can help you find and analyze various customer interactions to drive business action.

In today’s article, we’ll talk about what conversation intelligence software is, its benefits, and the most sought-after software that will redefine how you engage, analyze, and optimize your customer conversations in 2024.

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A. What is conversation intelligence software?

Conversation intelligence software is a set of tools and technologies that collect, analyze, and interpret a vast amount of speech and text data from customer or prospect conversations.

These tools use artificial intelligence (AI) and machine learning (ML) to find actionable business insights from these conversations. 

The data collected from these conversations is used to understand the customers better, and analyze the agents’ performance in-depth.

With this advanced software, you can capture your customer voice across:

Eventually, all this valuable information about your customers will help you better understand their pain points, preferences, behaviors, and needs.

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B. Top 10 conversation intelligence software

1. Enthu.AI

Enabled by advanced speech, natural language processing (NLP), and MI and analytics, Enthu.AI is one of the best conversation intelligence to invest in 2024. 

It helps sales leaders and managers automatically collect, transcribe, and analyze customers’ communication. 

From call monitoring to speech analytics, feedback management, custom QA hypotheses, and call filtering, its several advanced features help sales managers identify key trends and analyze customers’ sentiments, needs, and behavior.

This software helps sales reps learn and grow faster through continuous and actionable feedback. 

You can track and compare agent calling improvements over time. Also, you can compare with other agents to understand relative performance and individual coaching and training needs.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: 100% call transcription, agent evaluation & personalized coaching, and automated capture and analysis of customers’ conversations.

Cons: More specifically for call center and customer service businesses. 

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2. Jiminny

Designed for leaders in sales, customer success, and revenue-generating teams, Jiminny’s conversation intelligence platform effortlessly promotes a culture of success. 

With collaborative Playlists, onboarding new team members is a breeze, boosting productivity in record time. 

By unifying business functions through the seamless sharing of customer insights, Jiminny ensures teams stay harmonized, enhancing the overall customer experience. 

Gain unparalleled pipeline visibility with Deal Insights, and keep motivation high with coaching tools tailored to grow skills and confidence.

Plus, automate CRM activity logging with Sidekick, saving valuable time and ensuring data accuracy. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Easy to navigate and intuitive, effortless onboarding and top-notch customer support

Cons: Subpar video quality during calls, audio transcript misallocation and some users also report issues with transcript accuracy.

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3. Gong

With its cutting-edge AI technology, Gong streamlines call reviews by 80%, saving valuable time for sales teams.

It revolutionizes sales by providing unparalleled insights from customer interactions, empowering teams to craft winning playbooks backed by data. 

Automate coaching measurements and improve critical initiative success rates with real-time insights, ensuring your team is always on the path to success. 

Trusted by over 4,000 customers, Gong automates tedious reviews, surfaces critical insights faster, and helps teams close more deals effectively.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Streamlines recording of important information, facilitates collaborative feedback and tagging and provides essential data for performance analysis.

Cons: Limited time recording limit, poor transcript translations, and limitations in adding a note taker for client-booked meetings.

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4. Chorus by ZoomInfo

Chorus by ZoomInfo stands out as the ultimate conversation intelligence tool, backed by 14 technology patents and proprietary machine learning. 

It’s the fastest-growing product in its category, allowing sales teams to capture and analyze customer calls, meetings, and emails. 

With instant access to transcriptions and insights, Chorus helps teams identify winning behaviors, reduce new hire ramp time, and drive overall team performance. 

It offers deal intelligence, relationship management, market intelligence, and connected intelligence, providing a holistic solution for revenue growth.

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Simplifies recording and transcription, offers useful metrics for call analysis, and reduces the need for extensive note-taking.

Cons: Complicated setup, lack of phone support, and issues with cutting off the end of meetings.

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5. Observe.ai

Observe.AI revolutionizes contact center performance with its cutting-edge AI technology, providing real-time insights from 100% of customer interactions. 

Empower your frontline teams to excel with live conversation intelligence built on industry-first contact center LLM. 

Drive your business outcomes faster by uncovering valuable insights, supercharging team performance, and automating workflows for immediate impact across your organization.

 

 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Detects sentiment and essential points in conversations, seamlessly integrates with existing solutions, and works closely with clients to train users and expand usage.

Cons: Limited language support, limited reporting features and reliance on single-value charts.

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6. ExecVision

ExecVision stands out as the premier speech analytics software due to its unmatched ability to extract valuable insights from customer interactions. 

With its smart alerts, performance dashboards, and advanced search capabilities, ExecVision empowers teams to identify key behaviors and replicate successful strategies. 

Its voice recognition technology and mobile app offer flexibility and precision, ensuring no valuable conversation goes unnoticed. 

While ExecVision’s Chrome Extension simplifies recording web-based conversations, its conversation cards provide a comprehensive overview, complete with annotations and CRM integration. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Effective training support for onboarding, Sharing of calls within teams for improvement, and excellent customer service and responsiveness.

Cons: One-sided conversation capture, complex interface, and call-labeling issues. 

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7. CallMiner

By converting unstructured interactions into actionable data, CallMiner’s Eureka platform provides invaluable insights into customer sentiment, needs, and expectations across all channels. 

Through advanced AI and machine learning, CallMiner analyzes conversations, identifies trends, and offers real-time guidance to enhance agent performance and drive positive outcomes. 

With customizable solutions and a deep understanding of customer interactions, CallMiner helps organizations improve call center metrics, enhance training, ensure compliance, and ultimately boost revenue. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Easy conversation tracking, comprehensive reporting, seamless data insights collection.  

Cons: Complicated interface for new users, potential technical challenges, and complex settings.

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8. Avoma

Avoma stands out as the ultimate conversation intelligence software, providing a comprehensive solution for every stage of the meeting lifecycle. 

From before the meeting with agenda templates and scheduling assistance to during the meeting with automatic recording and live bookmarking, and after the meeting with AI-generated notes and revenue intelligence, Avoma streamlines collaboration and insights seamlessly. 

With its intuitive AI meeting assistant, Avoma saves time and enhances productivity for individuals, teams, and leaders alike. 

9. Refract

Refrect, now known as Allego Conversation Intelligence, is the premier conversation intelligence software, empowering sales teams to boost performance and revenue through actionable insights from every interaction. 

By capturing and analyzing every customer conversation, Refract provides a clear vision of what works and what doesn’t, facilitating faster ramp time to top-performer status and increasing revenue. 

Its AI-driven analysis reveals the DNA of successful calls, enabling data-driven performance coaching and accelerated results. 

With features tailored for inside sales and SaaS sales teams, Refract allows users to uncover pivotal moments, coach teams effectively, and strategically craft messaging based on the voice of the customer. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: High-quality training tool, cost-effective features, and user-friendly & intuitive interface.

Cons: Poor transcription quality, lack dual stream recording, and UI lag issues, especially in Google Chrome

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10. Voyc

Voyc stands out as the leading conversation intelligence software specifically tailored for financial services firms, ensuring consistency and care in every customer interaction. 

Trusted by dozens of industry leaders, Voyc’s comprehensive platform monitors 100% calls of interactions, providing actionable insights to reduce compliance risk, demonstrate performance, and identify customer vulnerabilities. 

With features like compliance monitoring, risk identification, and performance reporting, Voyc empowers businesses to drive operational excellence, improve customer experience, and minimize regulatory issues. 

Based on customer reviews on different online platforms, here are some of the many pros and cons.

Pros: Straightforward implementation with efficient call monitoring, efficient call monitoring, accurate call grading, and excellent support.

Cons: Lack of call organization, Ongoing feature development, and limited data.

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C. Benefits of conversation intelligence software for B2B Businesses

The applications of conversation intelligence are extensive. Below are some of the significant advantages of conversational intelligence software:

1. Real-time personalized customer insights

Conversation intelligence software allows your sales reps to gather real-time personalized customer insights – their challenges, wants, needs, preferences, and behavior.

By identifying trends and critical moments during conversations, your reps better understand their performance objectively and receive immediate feedback for improvement. 

Accordingly, you can tailor your business strategies and optimize the customer journey for better conversion rates.

2. Improved customer experience 

The best way to improve customer experience is to capture your customers’ voice –  what they care about, what they like or dislike about your business, and what motivates them to buy from you.

Are your customers not happy with a particular product? Do they find your website confusing? Do they want to talk to you before buying from you? 

Using real-time insights from customer interactions, you can make adjustments, change, and boost your customer experience. 

3. Data-driven decision making

Conversation intelligence software helps you to identify trends, themes, and opportunities to optimize your sales team’s performance. 

When your reps better analyze your past customer data, they can better understand your customers and ultimately make data-driven decisions. 

And when your decision has valid points and logic, you can improve your sales, marketing, and customer service efficiency and effectiveness.  

4. Better sales training and coaching

Using conversation AI and analytics, this software auto-transcribes each call that you can utilize to train, coach, and nurture your sales reps. 

You can find specific call moments, rate calls, share feedback, bookmark specific calls, create custom playlists, and track improvements to train and grow faster. 

Moreover, you can compare your team’s performance with industry benchmarks across industries and roles.

5. Increased customer loyalty, trust, and retention

Without satisfied, happy, and loyal customers who continue to buy from you, your business won’t survive. 

Listen to what your customers want and expect from you, and then try fulfilling their needs; they will trust you and become your loyal customers. 

By investing in conversion intelligence software, you can not only hear your customers’ concerns and listen to their feedback through various resources but also analyze conversations’ tone, content, and context. 

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E. Conversation intelligence software in action

Until recently, voice teams only knew what’s happening around their conversations (e.g. first call resolution, average call duration, average wait/wrap up time etc.), not what’s happening within the conersations.

Almost always, someone had to either listen to the calls or rely on agents notes to identify what’s happening within the call.

Enters call transcription,conversation intelligence and coaching tools. They help voice teams derive meaningful insights from your voice calls, without the need to listen to even a single minute.

For example, you want to see how many of your agents are talking about relevant value propositions during the sales process.

With software like Enthu.AI, you can define your custom calling themes and start analyzing the conversations, as shown below.

Conclusion

Investing in conversation intelligence software can greatly benefit your business in various ways, from understanding your customers better to training your reps, boosting productivity, offering personalized solutions, and ultimately growing your business. 

The top conversation intelligence software listed above offers numerous features and functionalities tailored to meet the diverse needs of businesses across different industries.

By leveraging these ai tools, you can gain valuable insights from customer interactions, drive data-driven decision-making, improve customer experience, and stay ahead of the competition. 

However, conducting thorough research, comparing options, and choosing the software that best fits your business requirements, goals, and needs is essential.

Remember, investing in conversation intelligence software is an investment in your business’s future success and growth. 

Don’t shy away from embracing these innovative solutions, as they can significantly impact your bottom line and help you achieve your business objectives.

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FAQs

1. What is conversational AI?

Conversational AI refers to the use of artificial intelligence (AI) to allow computers to understand, process and respond to human language. Using Natural Language Processing (NLP), it powers virtual assistants, chatbots and other systems to engage in human-like conversations.

2. How do you use conversational intelligence?

You can use conventional intelligence to gather, analyze and interpret real-time insights from customers’ conversations. Some fundamental use cases for conversational intelligence in a business are simplifying customer support, facilitating coaching and onboarding, powering voice-controlled devices, and automating sales process.

3. What are the applications of conversational AI?

It has a wide range of applications across a wide range of industries, including customer care, healthcare, retail, banking and more. Some famous application include virtual assistants for customer service, chatboats for sales and marketing, and voice-enabled smart speakers.

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