What is conversation intelligence?
Conversation intelligence is software that records, transcribes and analyzes sales calls and meetings to show what is said and what drives results.
What it usually includes
- Recording and transcription of calls and video meetings.
- Search across conversations for topics, competitors or objections.
- Metrics such as talk ratio, questions asked and longest monologue.
- Sentiment analysis and automatic summaries.
- Shared clips and libraries for coaching.
Why it matters for sales teams
Managers cannot listen to every call. Conversation intelligence points to the ones worth hearing, spots patterns across a whole team and gives coaching a factual base. Product and marketing teams also use it to hear how buyers describe their problems in their own words.
The insights are only as good as the recordings and transcripts behind them. See call recording for the consent questions that recording raises.
Conversation intelligence vs call analytics
Call analytics measures what happened around calls: how many, how long and with what outcome. Conversation intelligence looks inside the calls at what was said. A team might learn from call analytics that one rep books more meetings, and from conversation intelligence why: that rep asks more questions before pitching and lets the prospect describe the problem first.