Evaluation Criteria for Conversational Intelligence Platforms
Identify each feature as either must have, nice to have, or not needed.
- Video & audio recording
- Real-time features
- Prompts/suggesstions
- Speaker awareness relative to best practice (ex: % talk time; monologues; # questions; filler words; tone; eye contact; etc.)
- In-meeting bookmarking
- In-meeting notetaking
- Can add pure-CI users who do not need features unrelated to their role
- Keyword, topic, and idea tracking
- Post-call summaries
- Key takeaways
- Action-items
- Search (incl. complex queries)
- Transcription
- Speaker identification
- Accuracy
- Multi-language
- Speed (real-time may only be critical if the system also surfaces suggestions)
- Ability to add company-specific terminology to the dictionary
- Download / export
- Call libraries / playlists
- Snippets – create, save, & share
- Notifications & Alerts
- To managers
- To individuals subscribed to keywords, topics, or ideas
- Coaching
- Comment along recording timeline with @mention capability & alerting
- Scorecards (sizzle feature but rarely used)
- Call listening
- Playback speed control
- Privacy
- Affirmative consent by users
- GDPR Compliance
- Sensitive data redaction
- Data subject access request
- Security certifications and attestations
ex: ISO/IEC 27001/27701, SOC2 Type II, and PCI DSS - Integrations
- Web conferencing (ex; Zoom; Teams; Google Meet; etc.)
- Calendar integration (ex: GSuite; Microsoft Exchange/O365)
- CRM integration (ex: SFDC; Hubspot; Dynamics; etc.)
- Messaging (ex: Slack; Teams)
- Roles, permissions, & access control
- Dashboards & Reports
- Self-review; peer review; subordinate review
- User Interface / User Experience (UI/UX)
- Mobile-friendly (Apple & Android)
- Outbound dialer (generally nice-to-have or unnecessary)
- Recording download
Call Review Scorecard
| Section | Item | Rating (1 to 5) | Comments |
| Pre-call preparation (if applicable) | Goal for call? | ||
| Company research (top business priorities; competitors; etc.) | |||
| People research (current role; background / interests) | |||
| Likely use case(s) | |||
| Call Opening | Rapport | ||
| Up-front contract (time; our agenda; their agenda; preview next steps) | |||
| Discussion | Value proposition (link features to compelling, prospect-specific ROI; use-case based storytelling) | ||
| Discovery / Qualification (needs identification; advancing understanding of MEDDPICC; etc.) | |||
| Champion building / testing | |||
| Handling objections (price; timing; etc.) | |||
| Call Close | Reviewed clear next steps & timeline | ||
| Set a follow up meeting | |||
| Overall | Is this a qualified account? | ||
| Is this a qualified person? | |||
| Trust building (confidence; professionalism; etc.) | |||
| Communication & active listening (talk time; asking Qs; answering Qs) |
Conversation Intelligence Providers
G2 Grid for Conversation Intelligence
(*) = recommended
- Avoma
- (*) Clari Wingman
- Fathom
- Fireflies
- (*) Gong
- Jimminy
- Outreach Kaia (to the best of my knowledge part of Outreach platform; not standalone)
- (*) Salesloft Conversations1 (part of Salesloft platform; not standalone; as of Aug 2023, integration stronger with Zoom than with Microsoft Teams)
- Winn AI1
- Wonderway (AI-based sales coaching)
- Zoom IQ
- ZoomInfo Chorus
Footnotes
1 This is an Insight Partners portfolio company. The editor of this page is employed by Insight Partners.