Conversation intelligence

Conversation intelligence software records sales calls and video meetings, turns them into searchable text and analyses what was said. It can show how long the rep spoke compared with the buyer, which competitors were mentioned, which questions came up and what follow-up was agreed. Tools such as Gong, Avoma and Chorus by ZoomInfo are built around this idea.

Sales managers cannot listen to every call, and reps rarely remember the details. Call analysis gives managers a way to coach with real examples, helps new hires learn from the best conversations and keeps the CRM free of missing notes. You need this when you have several reps, a repeatable sales process and enough call volume to find patterns. A founder who runs a handful of calls a week will often get more from simply reading transcripts or taking notes.

• Which meeting and phone tools does it record, and does it work with the one your team already uses?
• How accurate is the transcript for your accents, languages and industry terms?
• Is consent handled, for example announcing the recording, to meet your legal obligations?
• Do call summaries and action items flow back to the CRM automatically?