Conversation Intelligence
Quick definition
Software that records, transcribes, and analyzes sales calls to provide insights and improve performance.
Detailed explanation
Conversation Intelligence platforms like Gong, Chorus, or Jiminny automatically record all your sales calls and meetings, transcribe them, and analyze what works and what doesn't. They track metrics like talk-to-listen ratio, how often you talk about pricing, which questions you ask, monologue length, and competitor mentions. AI identifies winning patterns - which words, questions, and tactics correlate with won deals. Managers can review calls without attending them, you can watch your own calls to learn, and new reps can learn best practices from top performers. It also provides automatic call summaries and action items that sync with your CRM. Companies using Conversation Intelligence see on average 15-20% higher win rates through better coaching and skills development.
Synonyms
Examples
After 100 calls, Gong analyzes that deals where you ask a discovery question within 5 minutes have 40% higher win rate. You train the whole team to do this.
A manager sees that a struggling rep only listens 30% of the time (vs 60% for top performers). Through coaching on active listening, his conversion rises from 15% to 25% in 2 months.
When to use this?
Implement Conversation Intelligence as soon as your team works remote/hybrid and you can't be physically present at calls, you want to onboard new reps quickly, or you want to do data-driven coaching. Must-have for scalable sales teams.
Match-day approach
Match-day implements Conversation Intelligence and helps you actually use the insights. We train managers in effective call reviews, build coaching programs around the data, and identify your winning playbooks based on what top performers do differently. We also help with change management - teams are sometimes wary of "Big Brother", so we position it as a development tool, not surveillance.
Related terms
Sales Enablement
Strategically equipping your sales team with the right content, tools, training, and processes to sell more effectively.
Customer Relationship Management (CRM)(CRM)
Software for managing all interactions with prospects and customers throughout the entire customer lifecycle.
Learn more
Wil je weten hoe je conversation intelligence effectief inzet in jouw organisatie? Neem contact op met Match-day.
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