10 Best Conversation Intelligence Software for 2023

Are you into voice operations and looking for the best conversation intelligence software to improve call outcomes?

The ability to monitor every single customer conversation with meticulous precision.

Imagine the power of delivering personalized coaching to your agents, guiding them towards excellence in every interaction. 

And, most importantly, envision the ripple effect this can have on your business – from soaring sales figures to heightened Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), not to mention an overall enhanced customer experience.

This isn’t just about improving communication; it’s about transforming your entire approach to customer interactions.

Whether you’re a seasoned pro or just dipping your toes into the waters of conversation intelligence, we’ve got you covered. 

The future of conversational excellence awaits, and we’re here to guide you through the realm of innovation and success.

So, without further ado, let’s dive into the top 10 conversation intelligence software that are set to redefine the way you engage, analyze, and optimize your conversations in 2023.

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A. What is conversation intelligence?

Conversation intelligence is the process of finding actionable and valuable business insights from conversations that teams are having with prospects and customers.

The data collected from these conversations is used to understand the customers better; and analyse the performance of the agents in-depth.

Conversation intelligence ensures that every call gets analysed without a miss.

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B. Top 10 conversation intelligence software

1. Enthu.AI

Primary use case: 100% call monitoring, agent evaluation & personlized coaching

Pricing: $45 per agent per month, with custom pricing plans available for enterprise needs (check Enthu.AI pricing page) 

Committment required: Nill (onboard with as many agents or for any time duration, no annual contracts)

Languages supported: English, Spanishbo

G2 reviews : 4.9 out of 5 (link to customer reviews) 

Enthu.AI is one of the top coversation intelligence software available in the market.

Built for contact centers and voice teams, Enthu seamlessly integrates with leading VoIP providers and offers call quality assurance across 100% of your calls.  

Teams can replicate multiple voice processes within Enthu.AI to replicate their calling themes.  

Enthu.AI then offers a scientific approach to agent coaching & training by replacing sample randomness with specific and measurable call moments that are unique to each voice process.

In short, Enthu.AI helps voice teams test call quality hypothesis against actual call data, instead of just randomly listening to the calls. 

Enthu.AI becomes a valuable tool for sales, support and success function to derive meaningful and actionable insights from every single interaction.

In short, Enthu.AI is the simplest way to leverage conversation AI for your organization, be it an SMB or an enterprise.

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

Pros

• Most advanced software: Its call QA, custom configuration, security and various advanced features make it the most trusted software for contact centers.
• Effortless integration: Seamless integration with world’s leading VoIP dialers.
• Intuitive and user-friendly: User-friendly interface, reducing the need for extensive training.
• Exceptional support: Highly rated support team for ongoing assistance.
• Efficient call quality monitoring: Streamlines call quality monitoring.
• Integration with generative AI:  Offers generative AI integration.

Cons

• Lack of role-specific dashboards: Could benefit from role-specific dashboards.
• Learning curve: New users may experience a learning curve.

How Jump Contact Center leveraged Enthu.AI to reduce AHT by 40%

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2. Jiminny

Jiminny is a conversation intelligence software for analysing customer conversations.

It transcribes and analyses all your business calls and meetings in real time and provides you with necessary data points and insights. 

All this information helps make calls more effective.

Also, it automates with the business’s CRM software that provides you with in-depth insights on where to coach for the highest impact.

Jiminny has a deep integrations built for HubSpot CRM so that you can track the customer journey throughout the sales cycle and also understand how well your sales team is performing.

A great platform to improve your sales team performance and make them work smart.

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

Pros

• User-friendly platform: Easy to navigate and intuitive.
• Efficient call recording and access: Automatically records calls and uploads to Salesforce.
• Stat tracking and comparison: Helps track statistics and compare performance.
• Integration with HubSpot: Integrates with HubSpot for call tagging.
• Excellent customer support: Strong customer support throughout the process.

Cons

• Inaccurate transcripts: Some users report issues with transcript accuracy.
• Low-quality video: Subpar video quality during calls.
• Integration challenges: Criticized integration with Microsoft Teams.
• Misallocated audio transcript: Audio transcript misallocation meaning that the statistics tab is a little useless.
• Search difficulty: Challenges in finding specific recordings.

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3. Gong

One of the pioneers of the industry, Gong is a unicorn with a valuation of over USD 1 bn.

Gong unveils customer reality which in turn enables revenue teams to realize their full potential.

With a heavy focus on revenue intelligence, Gong analyses every customer interaction and then provides you with insights so that you can make informed decisions on how to improve your calls and meetings. 

It empowers revenue teams to make decisions based on data instead of opinions. 

Gong is a priced in the higher range and is best fit for enterprises who have the pockets to afford it. 

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

Pros

• Efficient collaboration: Facilitates collaborative feedback and tagging.
• Automated note-taking: Streamlines recording of important information.
• Statistical insights: Provides essential data for performance analysis.
• Data-driven coaching: Helps in understanding trends and coaching.
• Benchmarking: Allows users to compare performance against top performers.

Cons

• Recording time limit: Has a recording time limit and it can be only 6 hours long.
• Meeting recording reliability: Reported issues with recordings not consistently working.
• Transcript accuracy: Transcript translations are either cut out or translated incorrectly.
• Search functionality: Struggle to find a previous call if I don’t type in the correct keywords 
• Limitation with client-booked meetings: Limitations in adding a note taker for client-booked meetings.

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4. Chorus

Chorus is part of the Zoominfo group and a major player in the conversation intelligence space, catering to the use case of larger enterprises.

Chorus  tracks, records and analyses calls and video meetings that helps your sales team win more deals. 

This software automatically records all the calls and video meetings of a business and transcribes it accurately in real time. 

All this data is used by the sales team for follow-ups, note taking, onboarding and coaching. 

The AI based insights given by the platform tells you about the deal risks, next steps, talk track adoption, and tells you what works and what doesn’t works for a company’s sales cycle.

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

Pros

• Efficient call recording and transcription: Simplifies recording and transcription.
• Snippets sharing: Facilitates sharing of call snippets.
• Performance metrics: Offers useful metrics for call analysis.
• Automated note-taking: Reduces the need for extensive note-taking.
• Mobile application: Useful for staying in touch with clients and training.

Cons

• Complex setup: Some customers find it complicated to set up.
• Occasional dropped calls: Reports of calls being dropped.
• Recording cuts: Issues with cutting off the end of meetings.
• Limited phone support: Lack of phone support.
• Transcript accuracy: Transcripts may not always be highly accurate.

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5. Observe.ai

Observe is an agent enablement platform powered by voice AI. 

This software helps you analyse more calls, evaluate agents and coach teams while having full transparency into customer experience operations. 

With observe.ai, business can look into customer sentiment intelligence and with this data you can turn your agents into top performers.

This tool analyses 100% calls so that you never miss an opportunity or risk.

Next, you can coach teams with targeted coaching and know what training programs drive change and replicate what top supervisors and trainers do best.

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

Pros

• Accurate call transcription: Offers accurate call transcription in English and Spanish.
• Sentiment detection and stickiness: Detects sentiment and important points in conversations.
• Integration capabilities: Seamlessly integrates with existing solutions.
• Consistent post-sales support: Reliable post-sales support.
• User training and expansion: Works closely with clients to train users and expand usage.

Cons

• Limited language support: Supports only English and Spanish.
• Reporting constraints: Limited reporting features.
• Transcription accuracy: Occasional inaccuracies in transcriptions.
• Single-value charts: Reliance on single-value charts.
• Customization options: Need for greater customization capabilities.

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6. ExecVision

ExecVision believes that insights and data from customer conversations becomes more valuable when you can use this data to improve the performance of marketing, sales, support and product teams.

This company believes in improving performance by changing human behaviors.

It helps you narrow down the Insight-to-Performance gap, thus helping your teams to improve performance based on powerful insights from customer conversations.

This tool is able to achieve reduced onboarding and ramp time, increase in win-rates, lower employee attrition and an increase in cross functional alignment. 

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

Pros

• User-friendly platform: Easy to use and user-friendly.
• Training support: Effective training support for onboarding.
• Facilitating feedback: Enables sharing of calls within teams for improvement.
• Strong customer service: Excellent customer service and responsiveness.
• Integration with salesforce: Valuable integration with Salesforce.

Cons

• One-sided conversations: Captures only one side of the conversation.
• Complex interface: Overwhelming interface for new users.
• Delay in call upload: Frustration with call upload time.
• Call labeling issues: Difficulties in locating specific calls due to labeling inaccuracies.
• Search challenges: Challenges in accurately labeling and finding calls.

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7. CallMiner

 

CallMiner is a SaaS-based and speech intelligence platform for enterprise contact centers. It uses AI and machine learning to drive insights and data from customer interactions.

It tracks, transcribes and analyzes each and every call and meeting with your customers.

On the basis of analysis, it provides highly effective, usable and scalable speech analytics solutions.

All these solutions lead to enhancing customer experience, contact center optimization, sales effectiveness and risk mitigation performance.

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

Pros

• Efficient conversation tracking: Effective for tracking conversations.
• Effective reporting: Offers effective reporting capabilities.
• Data insights collection: Simplifies data insights collection.
• Comprehensive reports: Generates comprehensive reports for deeper understanding.
• Quality assurance: Valuable for maintaining quality assurance in call centers.

Cons

• Advanced technical support needed: Desire for more advanced technical support.
• Complex settings: Deep settings may require experienced engineers.
• Complex interface for new users: Complicated interface for new users.
• Potential technical challenges: May present technical challenges.
• Steep learning curve: Learning curve due to complexity.

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8. Avoma

Avoma is an end to end AI meeting assistant that helps customer-facing teams capture important insights before, during and after customer meetings.

It analyzes conversations and based on that provides insights that can help reduce sales cycle and also reach out to more customers.

This tool automatically records all meetings and syncs all the insights directly with your CRM software.

You can review specific calls and meetings by searching directly within transcripts.

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

Pros

• Enhanced collaboration: Powerful collaboration features with real-time note-taking.
• User-friendly: Easy to use with a visually pleasing interface.
• Automatic call recording: Automatically records calls.
• Call playback and transcripts: Easy access to call recordings and transcripts.
• Integration: Integrates with popular tools for enhanced user experience.

Cons

• Formatting limitations: Limitations in character formatting.
• Tagging challenges: Tagging improvements needed for speaker and topic identification.
• Focus on collaboration: May be less suitable for specialized purposes.
• Learning curve: New users may experience a learning curve.
• Potential speaker identification: Concerns about accurate speaker identification.

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9. Refract

Refract helps sales teams and sales professionals to adapt to the competitive market by providing full detailed analysis on every sales conversation.

The AI analysis of each conversation reveals the points which leads to success. 

Also, it tells what top performers are doing differently for a high rate of successful calls and implements the same learnings across the team.

It is easily integrated with the growing range of CRMs.

Also, it engages sales representatives in self-directed learning by telling in detail what happens on the calls.

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

Pros

• Effective training tool: Highly effective for training and coaching.
• Cost-efficient: Offers cost-effective features.
• Intuitive interface: User-friendly and intuitive for skill practice.
• Regular updates: Provides regular updates for added value.
• Excellent customer service: Responsive and supportive customer service.

Cons

• Transcript quality: Poor quality of call transcripts.
• Transcription accuracy: Concerns about accuracy of text transcriptions.
• Dual Stream recording: Lacks dual stream recording capabilities.
• UI improvements: UI may lag, especially in Google Chrome.
• Web-based challenges: Occasional lag issues due to web-based nature.

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10. Voyc

Voyc captures voice or text conversations and feedback from multiple channels.

After that it analyses all these data using machine learning and AI which unveils important insights within this data to you.

Based on this analysis, you will come to know how your customers feel: what they are happy or upset about.

Also, you can set flags and alerts for specific phrases.

It gives a real time view of what’s happening and also creates and sends reports to the right people.

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

Pros

• Stress-free implementation: Straightforward implementation with efficient call monitoring.
• Efficient call monitoring: Saves time and resources with detailed transcripts.
• Accurate call grading: Provides accurate call grading against scripts.
• Keyword-based alerts: Allows trigger alerts based on keywords.
• Excellent support: High ratings for the support team.

Cons

• Lack of call organization: Missing feature for organizing evaluated calls.
• Ongoing feature development: Users hope for faster updates and additional features.
• Learning curve: New users may experience a learning curve.
• Limited data: Limitations in data for specific use cases.

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C. Benefits of conversation intelligence

Customers are the lifeline of an organisation.

Without adding new customers and retaining the existing ones, you cannot expect an organisation to work and move forward.

So, it becomes important that your customer facing teams (like sales, success, support etc.) are efficient in their conversations.

To ensure that, you need to monitor 100% of the conversations.

But analysing hundreds of calls by a handful of people is next to impossible.

That’s where conversation intelligence comes into picture.

Conversation intelligence analyses every call proactively and brings in insights that can help operation managers to understand how the reps are performing.

These insights are then used to identify gaps and agent improvement opportunities.

In short, conversation intelligence brings in the much needed improvements required in customer calls.

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D. Importance of conversation intelligence software

1. Improved efficiency

Conversational intelligence software helps contact centers improve their efficiency by providing agents with real-time guidance and information as they interact with customers.

Which  reduces the amount of time agents spend on each interaction, allowing them to handle more calls or chats in a given period of time.

2. Enhanced customer experience

By providing agents with helpful information and guidance as they interact with customers,  intelligence software can help improve the overall customer experience.

This leads to increased customer satisfaction and loyalty, as well as potentially higher levels of revenue for the contact center.

3. Optimized performance

Conversation intelligence software  identify areas for improvement in agent and customer interactions.

By analyzing conversations, the software can provide insights into what works well and what areas may need more attention. This can help contact centers make changes to optimize their performance and better serve their customers.

4. Training and development

Conversation intelligence software can also be used to train and develop contact center agents.

By providing insights into successful interactions, the software can help identify best practices and areas for improvement in agent performance.

5. Quality assurance

Conversational intelligence software can be used to monitor and evaluate the quality of interactions between agents and customers.

This identify areas where they may need to make changes or provide additional training to improve the quality of customer interactions.

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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 and conversation intelligence 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 analying the conversations, as shown below.

 

 

Conclusion

If you are leading a voice team, conversation intelligence software is definitely the need of the hour.

Conversation intelligence is not just about monitoring the calls; it’s about learning from them and making the next conversation even better.

The end results include better customer experience and achieved KPIs (including improved revenue performance). But the biggest impact of conversation intelligence results in creation of a rock-solid calling team.

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FAQs

1. What is conversation intelligence?

Conversation intelligence is the process of deriving actionable insights from conversations of customer facing agents. These insights helps operation managers to improve the effectiveness of these calls.

2. What is a conversation intelligence tool?

A conversation intelligence is a tool that analyse, transcribe and evaluate conversations in sales and customer service in order to improve customer satisfaction and customer experience.

3. Why is conversation intelligence essential?

Conversation intelligence is essential because it results in faster quality assurance, analyses every call, reduces compliance and risk issues, helps to understand winning behaviors , helps to coach reps and saves time and cost.

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