Conversation Analytics– 10 Best Conversation Intelligence Software In 2022

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Paras Kela

Senior Writer: Paras Kela

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green tickPublished : February 7, 2022

In the 21st century, customer service has emerged as one of the most critical components that decide the success of any organization. Customers have now become more aware of their choices and consumer rights.

They expect high-grade products at reasonable costs, as well as on-time and quality service. This has eventually prompted organizations to adopt advanced call center technologies such as VoIP phone systems, power dialers, Automatic Call Distribution (ACD), Computer Telephony Integration, and others.

Additionally, customers today are continuously engaging with brands via various platforms. Some contact a contact center and speak with a representative, while others interact with a chatbot on a website or via social media.

All of these interactions that take place across the various channels are valuable to the organization and contribute to creating or modifying their strategies.

That is why they require technology that allows them to record and analyze these conversations in order to derive actionable findings and, eventually, grow the business. One such solution that effectively serves this purpose is known as conversation analytics software.

This blog will cover everything about conversation intelligence software, including what it is, how it works, the benefits of using conversation analytics software, the top 10 conversation analytics software, and the most frequently asked questions about conversation analytics.

Let’s start with an overview of conversation analytics.

What Is Conversation Analytics?

As the name implies, conversation analytics is nothing more than an in-depth analysis of phone call conversations using AI-powered technologies. In other terms, it is the process of extracting meaningful data from human speech and text conversation using Natural Language Processing (NLP).

This method is typically used by firms that deal with customer service to extract essential insights for enterprise use.

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How Does Conversation Analytics Work?

Conversational analytics derives data from human communication, both written and verbal, using artificial intelligence and Natural Language Processing (NLP). For example, it extracts keyphrases or keywords used by humans during phone or text conversations. In addition to key phrases, it also identifies the tone and emotion of the speech.

How conversation analytics work?

( Source: enthu )

Later, the conversation analytics software aggregates and indexes all of this data, which is then presented as a report. Based on these findings, organizations can plan further training programs or adjust their strategies. A well-planned conversation analytics approach provides several benefits to the organization, as explained in the following section.

Benefits of Conversation Analytics

With conversation intelligence software, you can get crucial information from each call, boost sales, discard ineffective strategies, and improve your training process.

Moreover, sophisticated and well-implemented conversation intelligence software provides a number of advantages to organizations, including:

    • Measure conversation and lead quality
    • Evaluate your team’s communication skill
    • Analyzes keywords and phrases
    • Detects conversation tone and emotions
    • Evaluates caller sentiment
    • Eliminate manual listening
    • Provide real-time, retroactive suggestions
    • Automate follow up actions, and
    • Provide instant access to insights

Given all of these advantages, more and more businesses are investing in conversation analytics software. According to a recent survey, conversation intelligence software is expected to increase at a 7.8 % CAGR between 2019 and 2027.

However, to get the most out of your investments, you need the best conversational analytics software that precisely aligns with your business requirements and objectives – both short and long term.

However, since there are so many conversation analytics software options on the market, sorting out the best is difficult for firms unfamiliar with this technology.

But don’t worry. To help you out, our team of specialists has reviewed a range of conversation analysis software and compiled a list of the top 10 conversation intelligence software listed below.

Top 10 Best Conversation Intelligence Software In 2022

The following are the top 10 conversational analytics software in 2022. Let’s look closely at what they have to offer in terms of features, pricing plans, language support, and other technical and non-technical factors.

1.  CallHippo Coach Speech Analytics Software

What makes CallHippo Coach the best conversation intelligence software is that it automatically identifies the calls that need your attention (e.g., customer objections, competitor mentions, compliance gaps, and script deviations). This way, you won’t miss any important calls the next time.

CallHippo Coach Conversation intelligence platform

Key Features of CallHippo Coach:

    • Call Transcription: Get all your calls auto transcribed so you can refer back to them for faster QA checks. 
    • In-depth Analytics: Get a comprehensive understanding of your agents’ performance and key KPIs. 
    • Moment Analysis: Define key moments to automatically surface the calls featuring them. This helps stay atop all the things that matter to your business. 
    • Exhaustive Data Filtering: Find calls with specific filters and parameters. 
    • Feedback Manager: Rate calls, offer feedback, and share them with agents right when you’re analyzing it.
    • Customizable: Tailor the software as per your needs and use case (e.g., sales, customer support, etc.).

Languages Supported: English, covering all major accents, including American, British, European, Indian, South African, Southeast Asian, etc.

CallHippo Coach Pricing: CallHippo provides customized pricing based on your specific use case. Contact their sales team to get an estimate.

2. Enthu.ai Conversation Intelligence Software

Enthu.ai helps automate call QA processes, streamline agent evaluation, and improve your call center’s efficiency. It enables you to identify the KPIs and behaviors that your best agents exhibit. You can then use the insights to improve your teams’ overall performance.

enthu.ai customer conversation analytics software

( Source: enthu )

Key Features of Enthu.ai:

    • Call Monitoring: Monitor all your calls without having to listen to the entire call. Enthu highlights the key moments that you should listen to. 
    • Analytics: Identify how your agents are performing and find ways to enhance their effectiveness.
    • Process Intelligence: Define keywords, instances, moments, and compliance gaps to get a holistic view of your business processes. 
    • Individual Performance: Get a detailed report on your agents’ performance, including impact outcomes and customer feedback. 

Languages Supported: English, covering all major accents, including American, British, European, Indian, South African, Southeast Asian, etc.

Enthu.ai Pricing: Enthu Conversational analytics software provides customized pricing for each organization depending on their specific needs.

3. SalesLoft Conversation Intelligence Platform

SalesLoft is an all-in-one platform that allows you to track calls, coach your agents, and analyze conversations. Understand buyer engagement, intentions, and customer behavior right from the calls. You can even leave notes for your support representatives so they can improve themselves.

Key Features of SalesLoft:

    • Call Recording: Record audio and video calls to keep a tab of who said what
    • Call Transcribers: Convert all your audio and video calls into text, so you can get back to it as and when required. 
    • AI-Based Analysis: Scan transcripts for keywords, competitor mentions, and other things that matter to your business. 
    • Create Playlists: Create a playlist of the call handling best practices so that you can coach your agents better.
    • Retain Top Agents: Know who your most valuable agents are and take the right steps to retain them.

Languages Supported: English

SalesLoft Pricing: SalesLoft, like most of the conversational analytics software on this list, offers customized pricing based on your specific business needs.

4. Gong Conversation Intelligence Software

Gong conversation analytics software captures your customers’ interactions phone, web, conferencing, and email to get a better understanding of your buyers’ interactions. This will help you win more deals and increase customer satisfaction rates. However, it is meant primarily for remote teams.

Gong conversational intelligence software

( Source: gong )

Key Features of Gong:

    • Deal Intelligence: Identify the deals that are most likely to convert and discover at-deal risks. 
    • People Intelligence: Determine who your top agents are, what makes the best, and replicate winning behaviors. 
    • Market Intelligence: Stay atop the market trends so your go-to-market strategy and messaging always hit at the right time. 
    • Stats and Benchmarks: Know how your agents are doing, set benchmarks, and track their performance over time. 
    • Personalized Coaching Recommendations: Know what the agent needs to do differently to be more effective in their jobs.

Languages Supported: English, Spanish, Portuguese, French, Italian, German, Hebrew, Japanese and Russian

Gong Pricing: You will need to contact the Gong sales team for pricing as they only offer custom plans depending on the specific demands of the clients.

5. ExecVision Conversation Intelligence Platform

If you are looking for simple, intuitive conversational analytics software, then ExecVision is perfect for you. Extract actionable data from customer-facing conversations and use them to make smarter decisions, coach your team, and ultimately boost profitability.

ExecVision conversation intelligence platform

( Source : aircall )

Key Features of ExecVision:

    • Smart Alerts: Get real-time alerts for keywords, triggers, conversation activity, or account action. You can set up when you want to receive alerts based on your requirements.
    • Performance Dashboards: Analyze how your agents are doing, understand how coaching impacts their performance, and help them get better with each call. 
    • Search: Find calls based on caller, participants, keywords, and more. 
    • Inbox: Keep all your calls organized in one place. Locate conversations someone had requested your feedback on and set coaching meeting reminders. 
    •  Conversation Cards: Create robust conversation cards that display the timeline of the call, notes, and highlights.

Languages Supported: English, Japanese, Arabic, and major European languages.

ExecVision Pricing: ExecVision provides personalized pricing for each firm depending on their specific business needs.

6. CallRail Conversational Analytics Software

CallRail is yet another excellent conversation intelligence software that uses artificial intelligence to automate call transcription. Receive insights in real-time to learn what’s happening in your team and improve the call’s performance.

Callrail conversation analysis software

( Source: callrail )

Key Features of CallRail:

    • Keyword Tracking: Filter calls based on keywords and phrases used on the call to identify the best and worst conversations.
    • Highlights: Click on any highlight on the call, and you’ll be transported to where they appear in the recording and transcription. 
    • Identify Trends: Hear all the calls that cross your system, then use cloud and bar graphs to understand trends and customer behavior. 

Languages Supported: English

CallRail Pricing: CallRail’s conversational intelligence software packages start at $95 per user per month. The software provides call tracking as well as keyword analysis of call transcripts.

7. Observe.ai Conversation Analytics Software

Observe.ai is an agent enablement platform powered by artificial intelligence. It enables you to rapidly transcribe interactions, evaluate agent performance, and improve customer experience. Use call transcriptions and recordings to coach your agents and fasten onboarding.

Observe.ai conversation analytics software

( Source: softwareadvice )

Key Features of Observe.ai:

    • Analyze: Identify and analyze the most important calls and interactions without spending hours listening to each of them. 
    • Transcription: Automatically transcribe all your calls. Search and filter through the conversations in real-time.
    • AI-Powered Moments: Find moments that matter the most to your business, including escalations, dead air, and hold time. 
    • Sentiment Analysis: Learn what contributes to a positive or negative customer experience. Determine how customers react to a specific message.

Languages Supported: English, Spanish

Observe.ai Pricing: Like the other conversational intelligence software on this list, Observe.ai does not provide preset pricing plans. To get a customized quote, you must contact their sales team.

8. CallMiner Conversation Intelligence Software

CallMiner is a speech analytics platform that uses artificial intelligence and machine learning to provide actionable insights from your customer interactions. It uncovers intelligence across all channels, including phone, email, chat, and web. You can even identify root causes for customer dissatisfaction and a decrease in sales.

CallMiner call analytics software

( Source: callminer )

Key Features of CallMiner:

    • Analytics: Automate agent scoring based on pre-defined factors and analyze sentiments on each call. 
    • Performance Management: Provide feedback to your agents based on their performance and get alerts for actions (that you set). 
    • Monitoring: Listen to the calls in real-time and alert agents with the following best action. 
    • Audio Acquisition: Capture and record all your calls for efficient speech analytics. 
    • Data Extraction: Use API to extract data and audio data ingestion.
    • Visualization: Leverage graphs to visualize your key KPIs and spot areas that need improvement or your attention.

Languages Supported: English, Japanese, Arabic, and major European languages.

CallMiner Pricing: CallMiner conversational analytics software only provides custom pricing options based on your organizational requirements.

9. Refract Conversation Intelligence Platform

Refract is a revenue intelligence platform that helps identify sales mistakes and missed opportunities. It analyzes 100% of your calls to identify key moments, best practices, and revenue-driving outcomes.

Refract intelligence call analysis software

( Source: getapp )

Key Features of Refract:

    • Advanced Search: Find the calls that matter the most to your business using the search feature. Filter calls by keywords, competitor mentions, and more. 
    • Top Moments: Know what leads to successful outcomes so that you can coach your representatives better. 
    • Triggered Learning: Deliver videos and learning resources triggered by conversation content to improve agent efficiency. 
    • Best Practices Library: Store and share a list of best calls, so your new agents know how to deal with customers. 

Languages Supported: English

Refract Pricing: Refract provides custom quotes based on your requirements. To get a custom quote, contact their sales team.

10. Jiminny Customer Conversation Analytics Software

Jiminny is an all-in-one conversational analytics platform for your sales and customer service conversation analysis. It records and transcribes all your business calls in real-time and equips you with critical insights.

You can even analyze every interaction across the customer lifecycle to understand how they react in various stages of the sales cycle.

Jiminny conversation analytics software in 2022

( Source: aircall )

Key Features of Jiminny:

    • Moment Analysis: Find the moments that matter the most to your business quickly. Skip directly to key themes in any call, such as wow moments and deal risks. 
    • Intelligent Vocal Recognition: Identify callers from their voices with high-quality transcriptions to get more detailed insight. 
    • Performance Management: Analyze your agent’s performance using different metrics, including listening skills, talking speed, and talk ratio between the representative and agent.

Languages Supported:  Supports 30+ languages, including English, French, Spanish, German, Japanese, and Russian.

Jiminny Pricing: Jiminny offers two different pricing plans as below:

    1. Pro Plan: The Pro plan costs $85 per user per month when invoiced annually. The package gives you access to all Jiminny features, as well as unlimited integrations, onboarding assistance, and other benefits.
    2. Enterprise Plan: A customized solution aligned with your company’s requirements, backed up by full support. It includes everything in the Pro plan, as well as some additional benefits like API access and custom voice integrations.

So, these are the 10 best conversation intelligence software in 2022 that you must consider before purchasing one. However, before making a final decision, thoroughly examine their features, integrations, language support, customer support, and other technical and non-technical elements.

Also, don’t hesitate to spend a little more money if it means getting a better product that is more suitable or precisely aligns with your business’s requirements and goals.

Let us now look at some of the most frequently asked questions about conversation intelligence software.

Conversation Intelligence Software– Frequently Asked Questions (FAQs)

1. What Is Conversation Intelligence Software?

Conversation intelligence software is an AI-powered technology that analyses speech or text using Natural Language Processing (NLP) and machine learning. Businesses use this approach to extract various information from conversations such as customer tone, keywords, strategy effectiveness, customer sentiments, and more.

2. How Much Does Conversational Intelligence Software Cost?

The cost of conversational analytics software varies depending on the provider. Typically, software cost is determined by its features, subscription period, number of users, and other factors. However, you can subscribe to the best conversation analytics platform such as CallHippo Coach between $50 and $80 per user per month, depending on the package you choose.

3. What Are The Best Conversation Intelligence Software?

As per our assessment, considering multiple elements like features, pricing, integrations, customer service, and language support, the top conversational intelligence platforms in 2022 are– Enthu.ai, CallHippo Coach, Observe.ai, Jiminny, ExecVision, CallMiner, Gong, and SalesLoft. However, before you buy one, make sure you do your research.

4. What Factors To Consider When Buying Conversation Analytics Software?

Before buying conversation analysis software, firms should adequately analyze their business needs, languages supported by the software, pricing plans & other costs, customer service, third-party integrations, ease-of-use, and UI, among other things.

 

Updated : February 25, 2022

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