6 top conversation intelligence software options for sales teams

Customers don’t always say exactly what they mean. Reading between the lines can be tough when you’re juggling dozens of client accounts. Conversation intelligence software takes the guesswork out by extracting insights like sentiment and behavior data from calls, emails, and chats.

In this guide, we’ll cover what conversation intelligence software is, its key benefits and features, and the top tools to consider — including how monday CRM integrates AI and automation to turn conversations into revenue.

What is conversation intelligence software?

Conversation intelligence (CI) software uses AI to analyze human-to-human conversations and collect data from speech and text. This software is often used for sales calls, emails, chats, and customer service interactions in order to improve service levels, coach agents, and better understand customers.

Thanks to AI, machine learning (ML), and natural language processing (NLP), conversation intelligence software can turn speech into actionable data points that help agents improve performance.

Conversation intelligence vs. conversational intelligence

These two terms are often confused, but there is a distinct difference.

• Conversation intelligence analyzes existing human-to-human interactions (calls, emails, chats) to extract insights and improve business processes. Think transcripts, sentiment, talk-to-listen ratio, objection tracking, and coaching insights.
• Conversational intelligence (often used interchangeably with conversational AI) refers to machines that can understand and generate natural language to hold meaningful conversations with people (e.g., chatbots, voice assistants, AI agents). This is about automating live interactions, routing, and self-service with NLU/NLG.

Although some platforms offer both, when you’re evaluating conversation intelligence software, you’re primarily buying analytics and insights — ideally integrated with your CRM.

The benefit of conversation intelligence in sales and support

Conversation intelligence goes deeper than just transcribing and recording calls; it’s about turning every interaction into a positive experience for customers and a learning opportunity for agents. Whether your goal is to close more deals, increase customer satisfaction, or simply upskill your sales team, these platforms pull data you may be missing from everyday conversations. Here’s how conversation intelligence can benefit your sales and support teams.

Improving sales performance and coaching

CI is like having a personal sales coach that never sleeps; it analyzes every call team members make and spots exactly where deals are won or lost. This technology can point out whether sales reps talk too long, don’t ask the right questions, or miss buying signals. Rather than guessing, conversation intelligence platforms help teams point to specific skills that need to be improved to increase sales performance management.

Identifying key trends and patterns

Your sales calls are a goldmine of data, but without conversation technology, a lot of teams miss out on it. These tools scan through hundreds of calls to identify patterns that are tricky to catch manually, like repeated customer behavior, keywords that work best, and which objections customers bring up most often.

Forecasting and pipeline management

Instead of relying on a gut feeling, conversation intelligence solutions give you real data about where deals actually stand. It can analyze metrics like customer engagement levels and whether pricing discussions are positive or negative. With this information, teams can understand which deals in the pipeline are likely to close.

Automating quality assurance and agent training

Managers don’t have the time to sit through hours of call recordings to check if agents are following scripts or sticking to protocols. Conversation intelligence systems can do this automatically and flag calls that need attention so that managers can identify training opportunities for each individual rep.

Pinpointing customer pain points

Your customers are likely telling you their pain points on every call, but not every sales agent knows how to listen for them. Conversation intelligence tools pick up on recurring complaints, sentiment like frustration or confusion, and common roadblocks that aren’t always obvious. This gives teams real-time insights into what customers struggle with so agents can address it from the get-go.

Improving first call resolution

The best customer service experiences happen when issues get resolved right away, but for that to happen, agents need to understand what usually goes wrong and what past solutions led to success. Conversation intelligence can identify effective resolution strategies that customers were happy with over time and suggest the best approach for similar issues when they come up.

Key conversation intelligence software features to look for

There are some key features to consider in conversation intelligence software that will help you assess whether a platform is a good fit. Make note of which features are “must-haves,” in other words, most critical to help your team reach its goals, and then build out a list of contenders from there. Here are some core features to look for in a conversation intelligence tool.

• Real-time and post-call transcription: The software you use should transcribe conversations in calls and meetings in real-time so that reps can focus on the conversation while the platform captures key points.
• AI-powered sentiment and intent analysis: Aside from capturing what your prospect or client is saying, some conversation intelligence platforms can also determine sentiment behind the words to give a fuller picture of buyer intent and customer behavior.
• Talk-to-listen ratio and speaker metrics: In addition to conversation customer data, it’s also a good idea to choose a tool that offers data on your reps, such as how much they speak vs listen, analyzes tone, and listens to make sure certain key words were brought up.
• Integration with business tools and CRMs: The conversation intelligence software you choose should connect seamlessly with your other business tools, such as a CRM platform, so that data syncs between both and contact profiles are constantly fresh and updated.
• Data compliance and security: Since these platforms handle potentially sensitive client data, it’s important that they have security features that meet local or industry regulations and compliance needs, such as GDPR or HIPAA.
• Virtual meetings summaries and action items: Look for a tool that can integrate with the virtual meeting platforms you use, such as Zoom or Google Meet, so that the platform can summarize your meetings and create action items based on conversations.
• Coaching insights and suggestions: With AI working in real-time to listen to conversations, conversation intelligence tools should also offer real-time coaching and suggestions on next steps to help reps make the most of opportunities and improve sales skills on the spot.

6 best conversation intelligence software for every business need

Whether you need enterprise-level conversation analytics or simple note-taking and transcription, there’s a conversation intelligence system that fits every team. Below, we’ve compared some of the leading platforms side-by-side, but to get a more detailed view of each, keep scrolling to read more.

1. monday CRM

Use case: Sales and support teams wanting an AI-powered CRM with integrated conversation intelligence

As part of its broader customer relationship management platform, monday CRM offers conversation intelligence features to help users integrate conversation data directly into CRM workflows. The platform provides call logging, email tracking, and conversation analytics that integrate seamlessly with sales management workflows. Sales and service teams can use advanced AI features to gauge customer behavior and inform strategies.

Key features

• Sentiment analysis that offers insights into customer emotions and behavior in emails, call logs, meeting transcriptions, and more
• AI meeting summarization helps turn conversations into actionable tasks, data points, and reminders
• AI-powered email writer uses data from summarized interactions to instantly personalize messages

Pricing

• Plans starting from $12/seat/month
• Free 14-day trial

Learn more about monday CRM plans and pricing.

What users are saying

G2 rating: 4.6/5

“My absolute favorite thing is the follow-up dates. I would be lost without them! It helps me avoid letting customers fall through the cracks and helps me monitor the frequency at which I reach out. I also love the notes section – keeping everything all together eliminates my worry about lost details. I also love that you can seamlessly move leads to deals and track delivery dates. It is a great product to communicate within a sales team.” — Allison H.

2. Fathom

Use case: Teams seeking simple, automated meeting transcription and summaries

Fathom specializes in AI-powered meeting recording and transcription with a focus on simplicity and accuracy. The platform automatically joins calls, creates detailed transcripts, and takes notes that highlight key moments in your conversations. Fathom’s real-time highlighting and instant call summaries help sales reps focus on selling and answering customer questions rather than note-taking.

Key features

• Instant meeting summaries delivered within 30 seconds of call completion
• AI assistant for interacting with recordings, questions, and follow-ups
• Integrations with Gmail, Slack, Asana, Notion, and other workplace tools

Pricing

• Free Forever plan
• Plans starting from $15/user/month
• Free trial for Team Edition and Team Edition Pro plans

What users are saying

G2 rating: 5.0/5

“I highly recommend Fathom to anyone attending or maintaining meetings over multiple applications (Teams, GMeet, Zoom). This tool lets you get back into the meeting and let it take care of notes, action items and identifying the important points. Being able to cross reference with the video also lets you spot check.” — Ryan M.

3. Jiminny

Use case: Sales teams wanting conversation analytics and real-time coaching

Combining conversation intelligence with coaching tools, Jiminny offers deep analytics on talk time, sentiment, and conversation flow patterns. The software helps teams identify coaching opportunities by analyzing successful call patterns, providing managers with detailed performance insights. Jiminny empowers sales teams to improve customer interactions with conversation analytics, forecasting, and real-time coaching.

Key features

• AI sales coaching analytics analyzes calls and provides feedback for performance improvements
• Automated CRM logging for teams to capture meeting data and sync it directly to their CRM software
• Deal insights through call transcriptions to help teams forecast pipeline risks and deal opportunities

Pricing

• Pricing and plans available upon request
• Free 14-day trial

What users are saying

G2 rating: 4.6/5

“Jiminy is very user friendly and easy to pick up. I can search for keywords and find calls relating to those words with ease. The information picked up by the AI is accurate and makes my life easier when listening to calls so that I can easily see where calls went well and where they didn’t.” — Ryan O.

4. Salesloft

Use case: Revenue teams wanting sales engagement and conversation intelligence in one platform

As part of its comprehensive sales engagement platform, Salesloft provides conversation intelligence that combines call recording and analysis with cadence management and email automation. Featuring detailed conversation analytics alongside powerful sales engagement tools, Salesloft is ideal for teams looking to unify sales operations across the board.

Key features

• Call Spotlight with automated call summaries that create action items to improve productivity
• Conversation analysis to identify key moments from calls or meetings to prioritize key actions
• AI agents highlight coachable moments so sales managers can focus on targeted training

Pricing

Pricing and plans available on request

What users are saying

G2 rating: 4.5/5

“Salesloft helps our sales team stay organized, consistent, and efficient. The cadence builder is intuitive, and the task-based system ensures no follow-up falls through the cracks. We’ve significantly improved our outbound workflows thanks to automation features, call logging, and the seamless Salesforce integration. I also love that we can track performance at both the rep and team level through dashboards, which makes coaching so much easier.” — Jaime B.

5. Gong

Use case: Revenue teams needing advanced conversation analytics and forecasting

Gong offers sophisticated conversation analytics with AI that analyzes calls, emails, and digital interactions to provide insights into deal progression and customer behavior. Gong captures and analyzes every customer interaction, providing detailed insights into talk time, sentiment, competitors mentioned, and potential deal risks. Through its advanced analytics, the platform helps teams identify what helps reps win deals or lose opportunities.

Key features

• In-depth call analytics on talk time ratios, conversation length, sentiment, and key topic patterns
• Gong Forecast for AI-driven deal predictions and pipeline risk assessment
• Advanced AI suggestions for meeting booking and upsell opportunities

Pricing

• Requires base platform fee of $5,000/year
• Custom per-user pricing available upon request

What users are saying

G2 rating: 4.8/5

“Gong makes it incredibly easy to review sales calls and identify areas for improvement. The transcription and call recording features are very accurate, and the AI-driven insights provide actionable feedback on talk ratios, customer engagement, and next steps. I especially like the deal tracking capabilities—it helps me stay on top of opportunities and ensures nothing slips through the cracks. Having all conversations centralized also makes collaboration with teammates much smoother.” — Chelsea S.

6. Chorus by ZoomInfo

Use case: Large sales orgs using ZoomInfo  and need integrated conversation intelligence

Backed by 14 technology patents, Chorus by ZoomInfo helps sales-driven teams capture and analyze essential data from customer calls, emails, and meetings. Using Chorus, teams can identify customer behavior patterns, improve team selling skills, coach new hires, and increase overall sales team performance. It combines deal forecasting, relationship tracking, market insights, and unified data analytics to create an end-to-end revenue growth solution.

Key features

• Contact and communication syncing with CRM systems for complete relationship visibility
• Trend and pattern analysis in calls and meetings to improve sales strategies
• Advanced forecasting combining conversation data with ZoomInfo’s market intelligence for accurate revenue predictions

Pricing

• Pricing and plans available on request
• Free 14-day trial

What users are saying

G2 rating: 4.5/5

“I rely on Chorus daily to record and review customer calls. Its AI features, including email follow-up generation, call summaries, and action plans, are unparalleled by competitors, effectively eliminating small talk and internal chatter. With the seamless email and calendar integrations, I never have to search for calls, and all my correspondence and notes are conveniently located in one place.” — Marlaice S.

How monday CRM uses conversation intelligence to increase sales

At first, you may not consider opting for CRM software when looking for conversation intelligence tools, but these systems can offer integrated solutions that go beyond transcribing and analyzing interaction data. Platforms like monday CRM can actually gather conversation data and use it in sales and support workflows across the board, giving teams the opportunity to stretch every opportunity as far as it can go.

As an AI-powered solution, monday CRM offers conversation intelligence for everyday conversations. Whether you want to identify sentiment in customer interactions or turn meeting transcriptions into actionable tasks, monday CRM helps you do it all under one roof. Since all your prospect and client data lives in your CRM, it’s even easier to sync essential data like customer behavior, preferences, and call or meeting follow-ups in one place.

Let’s take a more detailed look at some of the features that make monday CRM ideal for teams looking to do more with conversation intelligence technology.

Centralize and analyze customer conversations

Whether you’re talking to clients on the phone, on social media, in online meetings, or through an email chain, monday CRM helps you keep scattered conversations all in one place. Easily track conversations, collaborate on action items, and uncover insights on customer behavior with interactions that sync seamlessly in your CRM.

Automate sales workflows with AI

Create custom AI-powered sales automation workflows in your CRM that support key items from summarized meetings, calls, and emails. Whether you want to automate following up with prospects, updating deal status in a pipeline, or extracting data from a file, monday CRM makes it quick and easy so that you can skip the manual work and spend more time focused on what matters.

Predict sales with sentiment analysis and forecasting

In monday CRM, teams can accurately predict deal closures by analyzing customer sentiment and sales forecasts. The platform analyzes sentiment from conversation history to determine a customer’s likelihood to convert, and sales forecasting using historical data and trends to highlight deals that need extra attention or those that are almost at the finish line.

Create tasks from call summaries

Teams can generate instant summaries of call logs and meetings to make it easier to keep track of important conversations, and monday CRM can create tasks based on key action items. For example, support teams can summarize a call about a problem a client was having, and monday CRM will automatically create tasks for next steps, like flagging the right team members or following up with a troubleshooting guide.

Turn conversations into revenue with the right platform

Conversation intelligence is quickly moving from a “nice to have” to a “must have” for businesses. Driven by the adoption of AI and customer-first strategies, the global conversation intelligence platform market  is projected to hit $12.02 billion by 2033 — a compound annual growth rate (CAGR) of 28.6% during the forecast period (2024-2033).

Businesses are increasingly looking for platforms that combine conversation intelligence with CRM, automation, and forecasting capabilities. For teams that want to make the most of this technology, monday CRM offers the perfect combination of conversation tracking with powerful AI sales automation on one platform.