6 Best Conversation Intelligence Software Options for 2025

Conversation intelligence software helps sales teams learn from their customer interactions across all channels so they can make the most of their selling time. And that time is scarce. The recent State of Sales report says reps only manage to spend 28% of their week selling, with the rest of their time going to administrative tasks such as managing their CRM, researching prospects, and training. To help reps regain that time, modern conversation intelligence uses AI to analyze each moment in the sales process and highlight useful insights for entire departments.

Read on to find out about some of the most important features of conversation intelligence tools, why you'd want to use them, and how to set them up for your team.

• What is conversation intelligence software?
• Why is conversation intelligence software important?
• How does conversation intelligence work?
• The 6 best conversation intelligence software options for 2025
• Key features of conversation intelligence software
• Benefits of using conversation intelligence software for salespeople
• Best practices for implementing conversation intelligence software with a sales team

Conversation intelligence tools support sales reps by recording, collecting, analyzing, and interpreting text, speech, and video data from customer interactions. It helps revenue teams, from executives to frontline salespeople, find out what's working (or not working) in pitches or at any stage of the sales cycle. It can be used to capture an aggregate of all team members and reveal opportunities for improvement. Your team can learn from past mistakes in a data-driven way and improve their results. In the past, what happened in sales calls was a kind of black box. Even if everything was recorded, management could only listen to so many of these calls and try to draw insights manually. But now, AI for sales helps analyze calls at scale to discover coaching opportunities and provide consistent feedback to reps.

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It's fine, in theory, to gain insights the old-fashioned way. But you can't put your insights to practice at scale when they're based on hunches. Conversation intelligence software provides the data that supports your sales process, offers, and targeting.

Gaining insights becomes easy, because this software can find and populate information in your CRM without the need for manual data entry. That helps sales reps make the most of their time by providing prospect information and conversation suggestions in real time during their calls.

All of that can lead to major benefits for your team. The State of Sales Report found that conversation intelligence features led to major improvements in sales performance: 39% of respondents cited understanding their competition better, 39% enjoyed better visibility into sales rep activity, and 40% understood customer needs more thoroughly.

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Conversation intelligence software works like a notetaker, sales manager, data analyst, and more during your sales reps' calls. The tools join sales calls and measure important details like how long each person talks, conversational sentiment, and keywords your company deems important. The tools can interact with reps in real time, noting insights such as, "Here's the competitor battle card you can use since it was brought up, and here's how to address their specific questions around differentiation."

Conversation intelligence was originally about recording conversations. But now, it uses AI for sales and machine learning (ML), along with natural language processing (NLP) to transcribe and assess conversations as they go.

After calls, the data is accessible for sales reps and their managers as metrics and summaries that make it easy to review calls at scale. The tools also score prospects and reps and aggregate rankings for entire teams.

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Choosing the best conversation intelligence software requires a thorough understanding of your needs and your existing sales apps. The following list of top picks was selected based on their high ratings and good user reviews on G2 and Capterra — two sites known for aggregating and rating sales software. Each has its own ways of rating productivity apps: G2 ratings are based on user satisfaction and ease of use, and Capterra ratings are determined by looking at ease of use, features, value for money, and customer service.

There are two types of conversation intelligence tools — those that are part of a larger suite and those that are standalone products. No matter the type, each product had to be rated near 5 stars on one of the two review sites.

Salesforce Sales Cloud is a leading sales CRM with many AI-powered features, including deep conversation intelligence tools. Einstein Conversation Insights lets you surface key moments from customer interactions to identify important trends. This AI-powered tool captures call data and delivers conversation intelligence directly in the flow of work.

• AI-powered insights: Einstein Conversation Insights can automatically record and transcribe calls, analyze them for keywords (such as competitor mentions or objections), and analyze the customer's sentiment. The transcriptions are summarized with key snippets highlighted.
• Reporting and analytics: All of this data can be aggregated into reports like the call trend summary, which quickly finds common objections or key points in all the calls your team is making and associates them with other elements like deal stage and size.
• Sales coaching: The platform provides coaching resources by generating call insight emails and auto-generating playlists of the best calls associated with won deals. Reps can use this material for training. It also helps sales managers quickly locate important parts of calls with natural language searches.
• CRM integration: Insights gained from calls, chats, and emails can generate action items, schedule follow-up notifications, and more within the Salesforce CRM that reps are already using.

Gong is a standalone conversation intelligence platform that ties its features into larger predictions about your future revenue. It finds at-risk deals, trends in progress, and more, using its native dialer and email tracking, plus to-do tasks and more. It syncs with popular CRM and scheduling tools to become the conversation intelligence portion of a complete sales suite.

• AI-powered insights: Gong AI analyzes every SMS, email, and call made from its platform to find larger insights about deals and leads, revenue projections, and more. It can combine this with larger market trends as well.
• Reporting and analytics: Teams can chat with Gong agents using natural language to draw out the predictions needed to make quick decisions on sales strategy and tactics.
• Sales coaching: Gong has a built-in coaching dashboard where managers can audit all calls by chosen topics, review KPI scorecards for reps, and suggest personalized recommendations tied to winning more deals.
• CRM integration: Gong has bidirectional integrations with top CRMs like Salesforce, including its call transcripts and analysis. All of this can be automated from its platform.

Microsoft Dynamics 365 Sales is an AI-powered CRM and ERP built into Microsoft's software ecosystem. It helps teams qualify leads, track conversations and deals, and more. Its conversation intelligence capabilities are unlocked in its Enterprise and Premium editions.

• AI-powered insights: The system gathers real-time conversation intelligence during calls and summarizes it directly in the CRM record. Suggested tasks appear right after calls, too.
• Reporting and analytics: Aggregated dashboards show recordings and reports for sales leaders. Insights are tied to an analysis of sales KPIs, which users mention is ideal for planning interaction improvements down the road.
• Sales coaching: Sales managers can use Microsoft Copilot to search for important details in calls using natural language queries.
• CRM integration: If you have Dynamics Premium or Enterprise, it is included with the Dynamics CRM. Users can schedule action items in the CRM from the conversation summary and quickly share recordings with other CRM users.

Hubspot Sales Hub is also a full sales platform tied to a number of core features, including a CRM, CPQ, call and email tracking, document tracking, and more. Its conversation intelligence features are built into its Sales Hub Professional Plan, though tracking specific terms and other advanced features requires the Enterprise edition.

• AI-powered insights: Hubspot's conversation AI captures calls to reveal trends and help teams quickly identify the biggest objections. Users say this makes it easy to restrategize based on feedback.
• Reporting and analytics: In the Enterprise version, tracked terms can be pulled into reports. You can group recorded calls by terms, find moments they're mentioned, and hear how that part of the call goes. These insights can even trigger automatic workflows, such as follow-ups for managers and sales reps.
• Sales coaching: Sales coaches can quickly identify top performers across all reps' calls, leave feedback about specific call moments, and pull together the best bits to train their newest hires.
• CRM integration: It's built into the larger Hubspot suite and allows teams to also use external calling platforms like Zoom.

Fireflies is a standalone AI-powered note-taking app that plugs into popular communications tools. It's able to record, transcribe, and analyze any call, separating speakers and analyzing their emotions. Everything is stored in a central database that uses AI search to locate whatever a team is looking for.

• AI-powered insights: Fireflies tracks each speaker separately, watching for their talk time, which can give insights into lead interest and communication styles. AI filters also help separate recordings into particular topics, like questions, budgets, and metrics.
• Reporting and analytics: Because everything is stored in one place, users can pull custom reports by simply searching for whatever they're interested in with natural language searches.
• Sales coaching: Using the same search functionality, sales managers can dive into important topics and flag coaching opportunities based on keywords mentioned or sentiment analysis.
• CRM integration: As a standalone app, Fireflies has wide support for integration into popular CRM such as Salesforce, along with many other types of productivity tools.

Fathom is another AI-powered note-taking app that plugs into video call platforms. It offers many free features like call transcriptions and summaries, plus paid features like integrations with project management and team communications. It lets users share clips of calls in their messaging apps, push transcriptions to note repositories, and more.

• AI-powered insights: Fathom transcribes notes, pulls out takeaways and action items, and provides a bot for reps to chat with in conversational language to locate important information buried within calls.
• Reporting and analytics: This app sends out keyword alerts as notifications. This can alert sales managers to new trends among both sales reps and leads.
• Sales coaching: Sales managers can quickly group playlists of high performers' best calls for easy training and onboarding. They also can search through a single database of videos for important moments and topics.
• CRM integration: Fathom syncs with the largest CRM platforms, bringing all recordings, transcriptions, and insights collected to the contact cards of important leads.

Conversation intelligence platforms need several different components to deliver full value to a sales team. Data collection, analysis, and delivery are each vital and have several sub-features.

• Call recording: Record all voice and video calls in their entirety, then store them — ideally in the cloud in a central platform that can be accessed by all other features of the tools. Sales reps can review their calls in their CRM, and sales managers can look at calls across teams for broader insights.
• Automatic transcripts: Skip tedious, time-consuming, and error-prone call-logging and note-taking with transcripts that attribute a voice to the correct speaker. Let sellers spend more time selling.
• Aggregation with other data: Integrate your recordings and transcripts into the customer's CRM profile so what they talked about with reps — in emails, on social platforms, and more — is clearly reflected. With all details in one spot, reps have an easier time recalling important details without digging around next time they speak to a customer. That helps them build better connections for more-likely sales.

• Keyword listening: Define and flag important moments in each conversation, such as mentions of a competitor, a feature, pricing, a known objection, or contact details important for closing. These can be grouped and analyzed more easily.
• Sentiment analysis: AI can listen for tone, inflection, and pauses and watch for facial cues to determine likely attitudes and feelings in each part of a call. This helps identify signifiers of buying intent. If someone is showing concern despite saying pleasant words or trying to hide obvious excitement about a feature, you'll be more aware and able to take action.
• Performance measurement: Score calls based on shared metrics to predict likely outcomes. This helps managers know where to focus training and allows reps to prioritize their efforts.
• Call trend summary: Find trending topics in sales conversations based on the frequency of mentions over time to help plan new call scripts and playbooks.

• Call summaries: Keywords, sentiment analysis, and machine learning can help generate easy-to-digest call summaries for sales reps and managers to review at a glance. Then they can draw broader insights to drive company-wide sales strategy.
• Action items: Auto-populate a list of tasks for sales reps after a call, along with follow-up notifications. Reps can be reminded of important parts of the conversation to revisit and be assigned tasks in the CRM, such as tracking down information they promised to share and scheduling follow-ups. This saves a great deal of valuable selling time and makes it less likely that important tasks will slip through the cracks, resulting in churned leads.
• Coaching: Set up your tools to flag and surface certain calls for managers, such as conversations that resulted in a lost deal where the prospect mentioned your top competitor. This helps managers focus on coaching. They can lift up reps who really need it and help them form better talking points about the advantages of your offering compared to your competitors'.
• Conversational AI: Conversational AI is a part of conversation intelligence software that acts as a personal assistant. Rather than having to remember keywords or types of resources to search through on a cloud drive, sales reps can chat with AI in a conversational way to find information about their calls and customers. Learn more about steps to picking AI chatbots.

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Today, conversation intelligence software is a must-have, not a nice-to-have. Here are some key reasons organizations choose to implement it.

Call recordings aren't all that valuable if there's no easy way to learn what happened in them. But with conversational intelligence software, teams can see important moments, trends, and metrics at a glance through call summaries and dashboards. With common objections and questions highlighted, sales teams can develop stronger strategies and sales playbooks that continually improve over time. This visibility also reduces the tension that can exist between management and sales reps over the question, "How did that call go?"

The biggest value of these tools is in training your reps. You can help reps know what they should talk more or less about based on their calls versus all other calls. Plus, you can strengthen your quality assurance, using tools to identify common errors and inaccuracies from sales reps by simply searching for those terms. Before, managers had to focus their efforts on their strongest performers, giving the A students special treatment that only widened the gap. But now the C students can take advantage of sales performance management software, which helps everyone and improves the department's overall performance.

One of the biggest challenges of any tool is this: If poor-quality sales data is fed in, you'll get bad data out — and the actions you take will be wrong. But conversation intelligence software helps you immediately start creating clean data by automatically highlighting true insights and generating the correct information and tasks for reps.

With data-backed insights into how calls are going and how similar calls have often ended up, your sales forecasting on win-lose rates is far better. For example, it might accurately reveal that your sales pipeline is filled with poor prospects. But once you identify a problem, you can fix it.

These benefits are completely obtainable. Take the case of a popular food delivery app. Conversation insights helped sales reps view transcripts from voice and video calls and provided trends and coaching to help improve future conversations with prospects. They saved time and increased productivity by more than 20%. This also fed into their engagement solution, which gave automated prompts to guide reps on when to make calls, send emails, or engage on social media. Their sales activity increased by 25%.

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Whether you're starting from scratch or upgrading your conversation intelligence solution, here's how to do it right.

Before you do anything else, complete this sentence: "When we implement this, we want the team to be better at _________." You need to fill in this blank with meaningful goals. For example: "uncovering how competitor X is stealing all our customers." As you fill in the blank, think of a specific use case to guide your work.

Take stock of your existing sales data and processes along with your technology stack. Consider the tools you need to integrate with (such as a CRM) and the places where you see gaps in the process. Have representatives from the sales team, their management, sales ops, and sales enablement put together their requirements.

Aside from helping achieve your goals and integrating with your tech stack, your conversation intelligence software needs to be user-friendly. Does it have a means to enforce use and to train reps to become more confident and appreciate its benefits? Find out the moments that make it click. If your reps don't use the tool, you won't see the benefits. That's why it's so critical to include your sales team in the decision-making process.

Make sure you support your team when you roll out the conversation intelligence tool. To do this effectively, you need a strong training and enablement function for using this software. Don't expect your reps to figure it out on their own. If the entire organization follows best practices in capturing and using data frequently, your conversation intelligence software can do its job.

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Conversation intelligence software helps you mine the thousands of hours of conversation data your reps generate and turn it into repeatable wins and usable insights. Leaving that on the table is a missed opportunity that puts you behind your competitors while they innovate as the market for these tools matures. Take advantage of the trend toward automating tasks so your superstar sellers have more time to do what they do best.

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This article is for informational purposes only. This article features products from Salesforce, which we own. We have a financial interest in their success, but all recommendations are based on our genuine belief in their value.