The document discusses how to evaluate conversation intelligence tools, highlighting the spectrum of options from basic transcription services to advanced platforms like Gong.io and Chorus.ai. It outlines key evaluation criteria including ease of use, product capabilities, pricing, and scalability, alongside questions to consider for each aspect. It also introduces an interactive vendor evaluation checklist for comparing different tools.

1. www.avoma.com
How to evaluate
conversation
intelligence
tools?

2. If you look at G2, you will find tools such as Fireflies and Otter that
offer basic speech-to-text transcription services under the CI
category.
On the other end of the spectrum, you have Gong.io and Chorus.ai—
who look at conversation intelligence from a sales perspective alone.
1
The confusing
conversation
intelligence (CI)
landscape
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3. The different use cases
for Conversation
Intelligence
Sales coaching
Revenue insights
Sales reps workflow automation
Customer success
Hiring
Product management
Marketing
2
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4. Ease of use
Product capabilities
Pricing
Scalability
Evaluation criteria
for conversation
intelligence solutions
3
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5. Is the tool hard to set up and implement?
Does the tool offer a fulfilling self-serve experience?
Does the software feel exciting to use?
Do you need a dedicated admin to manage the
platform?
Do you (or others in your team) need extensive
training to use the software efficiently?
Does the software need a lot of technical
configuration?
Questions to ask:
Ease of Use
1. 4
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6. Is it best-of-breed for one specific function or is it
an all-in-one platform that can expand to multiple
org functions?
Does it solve your specific business pain points?
What integrations does it support?
Does it support native integration or does it
integrate with other software through a third-party
platform?
Are its functionalities out-of-the-box or
customizable?
Questions to ask:
2. Product capabilities 5
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7. Does the software offer a free trial or freemium
subscription plan?
Is the pricing fair, flexible, and affordable for your
business use cases?
Does the platform require you to commit annually or
does it allow the flexibility to crawl, walk and run?
Does the vendor charge for basic collaboration?
Is the pricing based on users, time, usage, or
anything else?
Are there any hidden or maintenance costs?
Questions to ask:
3. Pricing 6
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8. Does it offer enterprise-grade features?
How does the software’s pricing scale with the
scale in its usage?
Does the tool offer cross-team collaborative
functionalities?
How rich are its integration offerings?
What other functionalities are there in the product
roadmap?
Questions to ask:
4. Scalability 7
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9. Alright, how do
we compare
vendors and
come to a
conclusion?
Check out the Interactive Vendor Evaluation
Checklist (inside the link in the post description)
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