10 Best Conversation Intelligence Software for 2025

Sales and customer support teams rely on conversations to drive business and enhance customer experience. But analyzing every interaction manually is time-consuming and effort-taking process. Businesses can use conversation intelligence software to track key trends, identify customer objections, and optimize interactions at scale.

In this blog post, we explore the best conversation intelligence software, their key features, and how to choose the right fit for your business.

What is Conversation Intelligence Software? 

A conversation intelligence software is a tool that captures, transcribes, and analyzes conversations across calls, emails, text messages and other channels. It uses artificial intelligence (AI) to analyze conversations in real-time and extract insights that help make business decisions. 

The platform identifies keywords and topics to understand user intent, emotions, and concerns, which help businesses address the performance gaps.

Key Features of a Conversation Intelligence Platform 

Here are the key features that you should look for in a conversation intelligence software: 

→ Real-time Transcript

The platform should offer voice to text conversion of the call in real-time during the call. This can help eliminate the need for agents to take manual notes. Modern platforms use NLP and AI to extract insights from the call, identify intent, and detect any non-compliance issues.

→ AI Scoring

The platform should analyze tone, speech clarity, and script adherence from conversations and score the agent’s performance. This can help businesses identify top-performing agents and refine training programs.

→ Agent Coaching

The conversation intelligence software should offer real-time coaching and assistance to agents by analyzing live calls. The system can also flag inefficient responses or offer relevant information, providing real-time advice on the call. 

The feature helps improve agent confidence, reduces onboarding time for new agents, and delivers consistent messaging across teams.

→ Call Recording & Analysis

Call recordings are an important feature for contact centers, which can be used for compliance, training, and quality assurance. Conversation intelligence software uses AI to analyze recorded calls and identify patterns, trends, and valuable insights, which help businesses refine customer satisfaction strategies. Sentiment analysis can detect the underlying emotion, helping agents adjust their approach in real-time.

→ Performance Tracker

It provides a detailed analysis of key performance indicators (KPIs) such as call resolution time, ideal time, customer satisfaction score, and adherence to script. The platform should offer a tracker to monitor agent efficiency and call outcomes over time to help managers track improvement, benchmark performance, and recognize high-performing employees. 

→ CRM Automation

The platform should integrate with your existing CRM to auto-record call details and update customer profiles, reducing manual data entry. 

Exotel is an AI-powered communication platform, which helps businesses optimize interactions with customer insights like intent and sentiment. Request a demo to see how the platform offers seamless communication attuned to customer’s emotions. 

Top 10 Conversation Intelligence Software

Here we have curated a list of top ten software that can help you improve customer engagement and business performance. 

1. Exotel

Exotel is an AI-powered communication platform that streamlines customer communication and engagement. It helps businesses monitor, analyze, and improve sales and support conversations across channels like voice, SMS, emails, and social media.

What Makes It Different

Exotel’s omnichannel communication capabilities and AI-powered analytics makes it the best conversation intelligence software. The platform provides deep AI-driven insights into customer sentiment, agent performance, and call outcomes. Additionally, it integrates seamlessly with your CRM and business tools, ensuring a consistent flow of data and communication across multiple channels. 

Pros

• AI-driven Sentiment Analysis: Gain insights into customer emotions and their pain points to personalize interactions
• Real-time Call Monitoring: Get instant feedback on key performance indicators, quality assurance, and compliance, which help agents adjust their approach
• Intelligence Automation: Streamline operational workflows, like data entry, customer profile management, and personalized responses, to enhance customer engagement
• Scalable API Integration: Easily integrates with your existing CRM and business applications using API for a smoother experience
• Enterprise Grade Security: Exotel ensures data privacy and regulatory compliance at the industry level

Request a demo today and see how Exotel helps transform every engagement into meaningful business outcomes. 

2. Gong

Gong is a leading software that captures, transcribes, and analyzes customer interactions to help the sales team refine their strategies and close more deals. 

What Makes It Different

The platform offers AI-driven actionable insights to sales reps from the conversations to get more conversions. It offers detailed call health tracking, automated risk detections, and personalized coaching recommendations.

Pros

• AI-driven Deal Intelligence: Uses 300+ signals to identify deal risks and predict outcomes 
• Automated CRM Update: Removes manual data entry by syncing data with sales platforms
• Personalized Coaching: AI-powered recommendations to help agents improve their performances and sales effectiveness

3. Jiminny

Jiminny is a sales coaching platform that provides end-to-end visibility into sales interactions. It helps the agents to track progress, identify trends, and adjust their approach based on insights. 

What Makes It Different

The platform stands out for its live coaching capabilities, which provides instant assistance to sales reps during calls and also post-call analytics to evaluate performance. 

Pros

• Call Performance Insights: Tracks performance metrics like talk-to-listen ratio, monologues, and talking pace
• Deals Management: Offers account-level visibility, helping you spot deal risks and opportunities in your sales pipeline
• AI-powered Coaching: Provides actionable feedback during and after calls to improve sales performance

4. Avoma

Avoma is an AI-powered meeting assistant, which helps users transcribe, analyze, and summarize meetings to refine communication and collaboration.

What Makes It Different

The platform focuses on meeting intelligence, offering summaries, action items, and follow-ups. It combines AI-driven conversation insights with productivity tools, which allow businesses to improve collaboration across teams and streamline workflows. 

Pros

• Live Answer Assistant: Equips sales agents with contextual answers to handle complex questions and customer objections
• Talk-Pattern Insights: Analyzes talk patterns and winning behaviors of top sales reps to help coach the team effectively
• Smart Trackers: Offers insights related to deal risks, churn signals, and negative feedback with customizable alerts to help agents respond proactively
• AI-powered Scoring: Scores each interaction based on pre-defined rules

5. Chorus

Chorus is popular conversation intelligence software designed for sales and customer success teams that provides a comprehensive understanding of customer interactions. 

What Makes It Different

The platform offers in-depth AI-driven insights that highlight winning behaviors, detect deal risks, and offer real-time agent assistance. Its customer-first approach and seamless integration make it a go-to option for most companies. 

Pros

• Transcriptions & Insights: Captures and analyzes customer interactions over calls, meetings, and emails, offering visibility on performance and deliver bottom line impact
• Deal Intelligence: Offers real-time insights into every account, measuring deal opportunity and mitigating churn to help maximize revenue
• Relationship Management: Automatically captures and syncs prospect’s contacts and communication data with your CRM

Clari Copilot

Formerly Wingman, Clari Copilot is a revenue acceleration and conversation intelligence tool. Its AI model highlights risks, progress, and opportunities to help businesses convert, close, and retain more customers.

What Makes It Different

The platform offers a unified revenue workflow by aligning sales, revenue, marketing, customer success, and finances departments. Its AI model and revenue data store offers multi-signal insights across interactions, buyers, and sellers.

Pros

• Streamline Workflows: Auto generates battle cards, call summaries, and follow-up steps to eliminate mundane tasks 
• Real-time Coaching: Provides instant assistance during calls, allowing reps to replicate winning behaviors, onboard new agents faster, and deliver consistent performance
• 360 View of Deal Cycle: Clari syncs with your CRM to integrate revenue-critical and conversation data, which allows sales teams to forecast deal opportunities and boost conversion rates

7. Salesloft

Salesloft is a revenue orchestration platform that offers conversation intelligence to help companies use buyers’ signals, from the first touch onwards, to drive profitable growth.

What Makes It Different

The platform integrates first-party and third-party signals to deliver comprehensive insights. It also offers AI-driven prioritization that empowers your team to make high ROI decisions. 

Pros

• Conversation Insights: Offers key takeaways from every interaction linking them to relevant deals to help sales reps drive smarter strategies
• Meeting Prep: Creates a cheat sheet with past conversation data, deal summaries, and key moments to help agents prepare for the meeting
• AI Scorecard: Gives managers insight into agent performance so they can give their team timely feedback

8. Echo AI

Echo AI is an AI-driven communication software designed to help businesses listen, learn, and act on customer insights. 

What Makes It Different

Its GenAI-powered analytics provides in-depth call analysis to detect every little signal that leads to retentions or churns.

Pros

• Complete Visibility: Analyzes interactions across multiple channels to offer complete visibility
• Generative Answers: Reviews conversations to identify ongoing trends and answer your high-priority questions
• Conversation Insights: Understands customer intent, measure resolution rates, create summaries, and extract sentiment

9. Dialpad

Dialpad is a cloud-based communication platform with built-in intelligence capabilities. It offers AI-driven voice, video, and messaging solutions. With real-time transcription and sentiment analysis, it offers valuable insights on every interaction. 

What Makes It Different

The platform offers free conversation intelligence software that offers call insights, action item tracking, and post-call follow-ups. 

Pros

• AI-driven Insights: Offers deep insights with its instant call transcription, summaries, sentiment analysis and converting interaction into searchable texts
• Visual Voicemail: Allows sales reps to read a voice message while attending a meeting
• Real-time Assistance: Managers can create assist cards with tailored notes on key topics and program them to pop up during calls to help agents

10. MeetRecord

MeetRecord is a revenue AI platform offering sales teams precise guidance to enhance performance and close more deals. It identifies winning patterns that help you refine sales strategies and drive revenue.

What Makes It Different

The platform offers a unified dashboard with integrated calendars, meeting tools, sales tools, and CRM. It’s AI-driven coaching and pipeline management focus on accelerating revenue growth.

Pros

• Conversation Insights: Generates concise summaries, highlighting key moments and action items to drive effective follow-ups
• Performance Analysis: Evaluates talk-to-listen ratio, monologues, script adherence, and keywords used, to identify areas of improvement
• Personalized Coaching: Delivers AI-driven training recommendations based on each rep’s strengths and goals

How Does a Conversation Intelligence Software Work?

Conversational intelligence platform combines advanced technologies like machine learning (ML), natural language processing (NLP), and artificial intelligence (AI), to interpret verbal and textual interactions. Here’s an overview of how the software operates. 

1. Data Collection & Cleaning

First, the software gathers conversational data from channels like phone calls, emails, chat logs, and video meetings into a centralized system. The raw data is then cleaned to remove background noise, irrelevant information, and duplicate data. 

The platform uses automatic speech recognition (ASR) to transcribe voice data into text.

2. Natural Language Understanding

The cleaned data is converted into entities and components through natural language understanding (NLU) to interpret human language. This involves voice recognition and sentiment analysis to identify intent, emotions, concerns, and context.

3. Machine Learning 

Machine learning (ML) algorithms analyze the parsed information to recognize trends, themes, or anomalies within the conversation. The learning models discover patterns, frequent keywords, and customer sentiment tied to specific outcomes like customer dissatisfaction or successful sales calls. 

4. Insights Generation

The platform converts patterns into actionable insights to guide decision-making. They are tailored for different departments — highlighting satisfaction trends, common queries or complaints in customer support or sales calls.

This step converts the data into useful insights that drive better business performance to stay ahead of potential issues.

5. Visualization & Reporting

Finally, the collected insights are converted into reports and dashboards through visuals like charts, graphics, and KPI cards.. These reports can be customized to focus on specific metrics, like sales conversion rates or customer satisfaction over time.

Benefits of Conversation Intelligence Software For Businesses

The conversation intelligence software can improve interactions at various stages of the customer journey. This can benefit your organization in the following ways:

→ Capture Customer Voice

The software can analyze customer interactions, helping you to understand their pain points, preferences, and recurring issues. Moreover, it tracks customer satisfaction levels over time, giving you a detailed view of progress or regress in your service efficiency.

For example, a SaaS company using conversation intelligence software can analyze support calls to identify if customers struggle with onboarding or any specific feature. The company can add more training videos/documentation based on feedback to improve engagement.

→ Identify Revenue Opportunities

You can get real-time insights into buyers’ reactions during calls and meetings, which can help you shift the focus from reactive to proactive. 

The platform can spot objections, competitor mentions, risks, and sales effectiveness, so sales reps can refine their approach and close more deals by using their soft skills.

→ Improve Sales Performance & Customer Interactions

Smooth communication helps nurture strong customer relationships. The customer facing team can refine their interactions through real-time recommendations, coaching, and automated call summaries.

For example, conversation intelligence software allows a sales team to monitor real-time buyer reactions to product demos and pricing models. If a prospect hesitates or disengages, agents can proactively address concerns or tailor their pitch to highlight the benefits that resonate with them. 

→ Offer Data-Driven Approach

The conversation intelligence platform can extract valuable data like customer sentiment, product feedback, pain points, and competitor mentions to refine strategic decisions. 

For example, a telecom provider can examine the call center data and find that many users are looking for flexible billing options and introduce a new payment plan.

What’s The Best Conversation Intelligence Software?

Conversation intelligence software transforms how companies boost sales performance, improve customer support, and drive better engagement. Choosing the right software can simplify the process and optimize every interaction to drive more business. 

Exotel is an AI-powered communication platform that empowers businesses with real-time call analytics, coaching insights, and speech-to-text accuracy. It can help you turn conversations into business benefits, no matter if you want to refine sales pitches or enhance customer service.  Request a demo today!

FAQs

1. Does Conversation Intelligence Software Support Multi-Channel Communication?

Some solutions support multi-channel analysis, combining inputs from voice and text channels like phones, SMS, emails, and social media into a unified dashboard. 

2. What’s the Difference Between Conversation Intelligence and Speech Analytics?

Speech analytics is the process of extracting insights from spoken words and phrases. Conversely, conversation intelligence adds context, sentiment analysis, and actionable insights to improve engagement and decision-making. 

3. Does Conversation Intelligence Software Support Multiple Languages?

Many advanced solutions support multi-lingual interactions, but accuracy may vary.