Conversation intelligence software that turns every call into revenue
What is conversation intelligence software? An essential guide for revenue teams
Conversation intelligence software is a category of AI-powered technology that automatically captures, transcribes, and analyzes business conversations—calls, meetings, emails, and more. It transforms unstructured communication into structured, actionable data. Why does this matter? Because in B2B sales, the truth about deals, pipeline, and customer needs lives in conversations—not in CRM fields or static reports.
Why do businesses use conversation intelligence software? Three reasons stand out:
- Uncover hidden insights: Conversation intelligence surfaces patterns, objections, and buying signals that would otherwise be missed. It lets teams see what actually happens in sales calls, not just what gets written down after.
- Drive coaching and performance: By analyzing real conversations, managers can pinpoint what top performers do differently and coach the rest of the team with real examples, not guesswork.
- Automate manual work: These platforms automate note-taking, call summaries, and CRM updates—freeing reps to focus on selling, not admin.
- Automatic call recording and transcription
- AI-powered keyword and topic detection
- Sentiment and talk ratio analysis
- Deal and pipeline tracking based on conversation data
- Integration with CRM and sales engagement platforms
- Sales coaching: Managers review real calls to coach reps on objection handling, discovery, and closing.
- Pipeline risk detection: AI flags deals that have gone silent or show signs of stalling.
- Content and messaging optimization: Marketing and enablement teams see which talk tracks resonate with buyers.
- Compliance and quality assurance: Organizations monitor calls for regulatory compliance and process adherence.
See Gong in action
In this self-guided tour, discover key features that sales teams and leaders love.
Why Gong takes a fundamentally different approach
While many conversation intelligence solutions offer basic call recording and keyword tracking, Gong’s philosophy is different. We believe the future of revenue isn’t about more data entry or dashboards—it’s about Revenue AI. Gong captures the full truth of every customer interaction and turns it into real-time action, orchestration, and insight. Not just automation—augmentation. That’s how you stop guessing and start winning.
Why use Gong for conversation intelligence?
Gong’s conversation intelligence solution is purpose-built AI for revenue teams. It goes beyond transcription or surface-level analytics. With Gong, you can:
- Capture 99% of customer interactions automatically—calls, emails, meetings, and more
- Surface deal risks and buying signals in real time, so you never miss a critical moment
- Coach reps with actionable, data-backed insights from real conversations
- Automate CRM updates, summaries, and next steps, so your team spends more time selling
The experience is seamless. Gong’s AI models are trained on billions of sales interactions, so you get insights that are accurate, relevant, and tailored to your industry. Integrations with Salesforce, Zoom, and other core platforms mean your data is unified—no more toggling between tools. And with embedded AI agents, you get recommendations and automations right inside your daily workflow.
See Gong’s conversation intelligence solution in action
What does this look like in practice? Here’s how revenue teams use Gong every day:
New reps review top-performing calls and get up to speed in weeks, not months.
AI flags deals that have gone quiet or where key objections haven’t been addressed—so you can intervene before it’s too late.
Enablement teams see which talk tracks win and roll them out across the org.
Reps spend less time on manual notes and CRM updates, and more time engaging with customers.
How does Gong’s conversation intelligence system work?
Here’s what happens behind the scenes:
Gong automatically records and transcribes every sales call, meeting, and email—no manual effort required.
AI models analyze conversations for key topics, objections, competitor mentions, and buying signals.
Insights are surfaced in real time—flagging risks, next steps, and coaching opportunities.
AI agents generate summaries, update CRM fields, and suggest personalized follow-ups.
Managers and reps access dashboards, scorecards, and coaching recommendations—all based on real customer interactions.
More than conversation intelligence
Gong’s conversation intelligence is just one part of the broader Revenue AI vision. It’s not about isolated features—it’s about a unified platform that turns every customer interaction into strategic action.
Unified data foundation
Gong captures and organizes all your customer data—calls, emails, meetings, CRM—so you have a single source of truth.
AI-powered insights
Proprietary models trained on billions of interactions deliver insights you can trust, not just generic analytics.
Embedded AI agents
From AI Tasker to AI Deal Predictor, agents work alongside your team to automate, guide, and recommend next steps.
Enterprise-grade governance
Security, privacy, and compliance are built-in, so your data is protected at every step.
How conversation intelligence powers Gong’s AI OS for revenue teams
Conversation intelligence is the heartbeat of Gong’s AI Operating System. Here’s how it fuels every part of your revenue engine:
Gong Engage: Powering personalized outreach and automated follow-ups
Conversation intelligence feeds directly into Gong Engage, enabling your team to:
- Personalize outreach at scale using real buyer language and pain points
- Trigger automated follow-ups based on live call insights and deal stage
- Prioritize accounts and contacts with the highest engagement signals
Gong Enable: Transforming conversations into coaching and training assets
Every call becomes a learning opportunity. With conversation intelligence, you can:
- Identify the talk tracks and behaviors that drive results
- Build onboarding and training programs around real customer scenarios
- Deliver targeted coaching based on rep strengths and gaps
Gong Forecast: Driving pipeline predictions and deal risk assessment
Conversation intelligence provides the data backbone for Gong Forecast. You’ll:
- See which deals are truly healthy based on buyer engagement and sentiment
- Spot pipeline risks early—before they impact your forecast
- Make revenue predictions grounded in actual customer interactions, not just CRM guesses
That’s how you move from reactive to proactive—turning every conversation into a strategic advantage.
See call software in action
Exterro: Doubling BDR-sourced pipeline with Gong Engage
Challenge: Exterro, a global leader in data risk management, needed to scale its BDR team and manage a complex product portfolio. They struggled with ramping new hires, personalizing outreach at scale, and managing siloed data across platforms. Lead research was slow, and collaboration between sales and customer success was fragmented.
Solution: Exterro implemented Gong’s Revenue AI Platform and Gong Engage. The team leveraged conversation intelligence to automatically capture and analyze every customer interaction. New hires ramped faster by reviewing real call recordings and using AI-generated email templates. Integration with Salesforce and ZoomInfo consolidated workflows, allowing BDRs to focus on high-value outreach. Customer success managers used Gong’s insights to uncover expansion opportunities and collaborate seamlessly with account managers.
Results:
- 2x year-over-year increase in BDR-sourced pipeline
- 50% reduction in lead research time
- Faster onboarding—new hires booked meetings with minimal delay
- Improved collaboration between BDRs, account managers, and customer success
- Timely, personalized outreach that landed at the right moment, driving higher conversion rates and stronger customer relationships
"Engage allows us to do outreach from inside of Salesforce so we don't have to juggle tools. The AI power of Gong living on every Salesforce page we visit is a game changer."
Stop losing winnable deals
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What our customers say
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Working with Gong lets us run a predictable revenue organization, reduce the number of tools in our tech stack, and save tons of time on forecasting."
"You really need to set your sales reps up for success…It's about ensuring that no rep is left behind and elevating everyone through the right management programs."
"It's given our sales team a level of consistency that we haven't had in the past, and has created much more impactful 1:1s for our leaders/reps."
"Gong helps us figure out which features and benefits are really going to drive increased client stickiness and expansion of opportunity."
"Working with Gong has made us better managers and better CSMs."
"The integration of Gong into our operations has directly transformed our company's people, deals, and market success. We're not just closing more deals and doing it faster; we're doing it with a deeper understanding of our clients and the competitive dynamics at play."
"Gong allows our leaders to coach more effectively. They don’t have to ask reps what happened last week. Instead, they use Gong’s deals board and AI-generated call summaries to immediately be ready for a productive conversation with any rep about any deal."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
"Gong was able to help me increase my consult rate 3% in a matter of days."
"Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now."
"If you can use AI to supplement information gathering, writing emails, and coaching all at the same time, the boons for productivity are wild."
"Being able to nail those key messages at the right time and map that process in a repeatable way has led to giant growth in our pipeline."
"Gong Forecast creates ownership and accountability for every team member, and provides an opportunity to measure our results over time so we can make better predictions in the future. This complete transparency allows us to devote more time to deals that actually need our attention."
"Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is the ability to truly understand what’s going on inside customer conversations."
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See how Gong’s conversation intelligence and Revenue AI Platform can help you:
- Capture and analyze every customer interaction automatically
- Coach reps and managers with real, actionable insights
- Predict pipeline health and drive revenue with confidence
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