# Best Conversation Intelligence Software ## How Many Conversation Intelligence Software Products Does G2 Track? **Total Products under this Category:** 207 ### Category Stats (Jul 2026) - **Average Rating:** 4.63/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Copilot for Sales (+0.84%) - Among all products in this category, Copilot for Sales recorded the largest rating increase compared to last month _Last updated: July 25, 2026_ ## How Does G2 Rank Conversation Intelligence Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 121,300+ Authentic Reviews - 207+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Conversation Intelligence Software ![G2 Grid® for Conversation Intelligence Software plotting products by satisfaction and market presence](https://www.g2.com/categories/conversation-intelligence/grids.png?focus%5B%5D=24724&focus%5B%5D=156120&focus%5B%5D=506&focus%5B%5D=6227&focus%5B%5D=135441&focus%5B%5D=1333617&focus%5B%5D=5511&focus%5B%5D=1188166) Highlighted products: Gong, Fathom, Agentforce Sales (formerly Salesforce Sales Cloud), HubSpot Sales Hub, GTM Studio - Powered by ZoomInfo, Substrata, Talkdesk, and Nooks. Underlying data: [Grid® JSON](https://www.g2.com/categories/conversation-intelligence/grids.json?focus%5B%5D=gong&focus%5B%5D=fathom-video&focus%5B%5D=agentforce-sales-formerly-salesforce-sales-cloud&focus%5B%5D=hubspot-sales-hub&focus%5B%5D=gtm-studio-powered-by-zoominfo&focus%5B%5D=substrata-substrata&focus%5B%5D=talkdesk&focus%5B%5D=nooks) **Sponsored** ### CTM CTM helps businesses turn everyday conversations into growth. Trusted by more than 100,000 users worldwide, including leading brands like Tinuiti, Morgan & Morgan, Tutor Doctor, and ServiceMaster, CTM connects marketing performance to revenue outcomes, giving teams the clarity to see which campaigns drive conversions and the insight to optimize every customer touchpoint. The result: more efficient lead handling, higher conversion rates, and improved ROI. Powered by rich conversation analytics, CTM unifies fragmented call, text, chat, and form interactions into a single, actionable view of customer behavior. With deep integrations across leading marketing, advertising, and CRM platforms—and partnership opportunities for agencies, affiliates, and technology providers—CTM makes it simple to align data, teams, and results. Guided by our purpose to create a better human experience through technology, CTM empowers businesses to make every conversation count. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=paid_promo&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1567&secure%5Bchosen_at%5D=2026-07-28T17%3A40%3A29Z&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=3330&secure%5Bresource_id%5D=1567&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fconversation-intelligence&secure%5Btoken%5D=1390cebb519e7932fb40d2f6ced785b680e4ba1a369ae6f1f42ea723c83c7d1c&secure%5Burl%5D=https%3A%2F%2Fwww.ctm.com%2Ffeatures%2F&secure%5Burl_type%5D=paid_promos) [ Gong ](https://www.g2.com/products/gong/reviews) By [Gong](https://www.g2.com/sellers/gong) [ 4.7/5(6,678) ](https://www.g2.com/products/gong/reviews) What do users say? Users consistently praise Gong for its AI-generated summaries and call recording features, which significantly enhance efficiency in reviewing customer conversations. The platform's ability to provide Pros and Cons [ Helpful (301) ](https://www.g2.com/products/gong/reviews?qs=pros-and-cons)[ Call Issues (119) ](https://www.g2.com/products/gong/reviews?qs=pros-and-cons) [ Fathom ](https://www.g2.com/products/fathom-video/reviews) By [Fathom](https://www.g2.com/sellers/fathom) [ 5/5(6,957) ](https://www.g2.com/products/fathom-video/reviews) What do users say? Users consistently praise Fathom for its accurate meeting summaries and seamless integration with various platforms, which allow them to focus on discussions without the distraction of note-taking. Th Pros and Cons [ Accuracy (1124) ](https://www.g2.com/products/fathom-video/reviews?qs=pros-and-cons)[ Meeting Management (329) ](https://www.g2.com/products/fathom-video/reviews?qs=pros-and-cons) [ Agentforce Sales ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) By [Salesforce](https://www.g2.com/sellers/salesforce) [ 4.4/5(25,862) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) What do users say? Users consistently praise the product for its automation features and pipeline visibility, which significantly enhance sales productivity and streamline lead management. The intuitive interface and se Pros and Cons [ Ease of Use (3657) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews?qs=pros-and-cons)[ Learning Curve (1830) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews?qs=pros-and-cons) [ HubSpot Sales Hub ](https://www.g2.com/products/hubspot-sales-hub/reviews) By [HubSpot](https://www.g2.com/sellers/hubspot) [ 4.4/5(13,881) ](https://www.g2.com/products/hubspot-sales-hub/reviews) What do users say? Users consistently praise the ease of use and intuitive interface of HubSpot Sales Hub, which simplifies managing sales processes and enhances productivity. The platform's ability to automate follow-u Pros and Cons [ Ease of Use (1216) ](https://www.g2.com/products/hubspot-sales-hub/reviews?qs=pros-and-cons)[ Missing Features (435) ](https://www.g2.com/products/hubspot-sales-hub/reviews?qs=pros-and-cons) [ GTM Studio - Powered by ZoomInfo ](https://www.g2.com/products/gtm-studio-powered-by-zoominfo/reviews) By [ZoomInfo](https://www.g2.com/sellers/zoominfo-26a9872a-d61e-4832-ab53-5e972b230706) [ 4.5/5(3,512) ](https://www.g2.com/products/gtm-studio-powered-by-zoominfo/reviews) What do users say? Users consistently praise the product for its ease of use and accurate data, which significantly enhances their sales and marketing efforts. The intuitive interface and robust features allow teams to Pros and Cons [ Features (27) ](https://www.g2.com/products/gtm-studio-powered-by-zoominfo/reviews?qs=pros-and-cons)[ Expensive (16) ](https://www.g2.com/products/gtm-studio-powered-by-zoominfo/reviews?qs=pros-and-cons) [ Substrata ](https://www.g2.com/products/substrata-substrata/reviews) By [Substrata](https://www.g2.com/sellers/substrata-221a11cc-8331-453c-b030-2fd1cd2f19ea) [ 4.9/5(1,098) ](https://www.g2.com/products/substrata-substrata/reviews) What do users say? Users consistently praise Substrata for its ability to provide deep behavioral insights that enhance communication and sales strategies. The platform's real-time analysis of emotional cues and buyer i Pros and Cons [ Accuracy (535) ](https://www.g2.com/products/substrata-substrata/reviews?qs=pros-and-cons)[ Learning Curve (307) ](https://www.g2.com/products/substrata-substrata/reviews?qs=pros-and-cons) [ Talkdesk ](https://www.g2.com/products/talkdesk/reviews) By [Talkdesk](https://www.g2.com/sellers/talkdesk) [ 4.4/5(2,538) ](https://www.g2.com/products/talkdesk/reviews) What do users say? Users consistently praise Talkdesk for its user-friendly interface and powerful AI features, which streamline customer interactions across multiple channels. The platform's ability to centralize commu Pros and Cons [ Ease of Use (310) ](https://www.g2.com/products/talkdesk/reviews?qs=pros-and-cons)[ Call Issues (119) ](https://www.g2.com/products/talkdesk/reviews?qs=pros-and-cons) [ Nooks ](https://www.g2.com/products/nooks/reviews) By [Nooks](https://www.g2.com/sellers/nooks) [ 4.8/5(1,651) ](https://www.g2.com/products/nooks/reviews) What do users say? Users consistently praise the ease of use and seamless integrations of Nooks, which significantly enhance their outbound calling efficiency. The platform's intuitive interface and powerful features, s Pros and Cons [ Time-saving (373) ](https://www.g2.com/products/nooks/reviews?qs=pros-and-cons)[ Call Issues (200) ](https://www.g2.com/products/nooks/reviews?qs=pros-and-cons) [ CallRail ](https://www.g2.com/products/callrail/reviews) By [CallRail](https://www.g2.com/sellers/callrail) [ 4.5/5(1,829) ](https://www.g2.com/products/callrail/reviews) What do users say? Users consistently praise the ease of use and powerful call tracking capabilities of CallRail, highlighting its effectiveness in providing clear insights into marketing performance. The intuitive inte Pros and Cons [ Ease of Use (122) ](https://www.g2.com/products/callrail/reviews?qs=pros-and-cons)[ Missing Features (33) ](https://www.g2.com/products/callrail/reviews?qs=pros-and-cons) [ Mindtickle ](https://www.g2.com/products/mindtickle/reviews) By [MindTickle](https://www.g2.com/sellers/mindtickle) [ 4.7/5(2,398) ](https://www.g2.com/products/mindtickle/reviews) What do users say? Users consistently praise the platform for its ease of use and intuitive interface, which make learning straightforward and engaging. The comprehensive training materials and progress tracking feature Pros and Cons [ Ease of Use (56) ](https://www.g2.com/products/mindtickle/reviews?qs=pros-and-cons)[ Missing Features (14) ](https://www.g2.com/products/mindtickle/reviews?qs=pros-and-cons) [ Otter.ai ](https://www.g2.com/products/otter-ai/reviews) By [Otter.ai](https://www.g2.com/sellers/otter-ai) [ 4.4/5(502) ](https://www.g2.com/products/otter-ai/reviews) What do users say? Users consistently praise the product for its real-time transcription and ease of use, which significantly enhances meeting productivity by allowing them to focus on discussions rather than note-takin Pros and Cons [ Ease of Use (121) ](https://www.g2.com/products/otter-ai/reviews?qs=pros-and-cons)[ Recording Issues (54) ](https://www.g2.com/products/otter-ai/reviews?qs=pros-and-cons) [ Aircall ](https://www.g2.com/products/aircall/reviews) By [Aircall](https://www.g2.com/sellers/aircall) [ 4.4/5(1,633) ](https://www.g2.com/products/aircall/reviews) What do users say? Users consistently praise the ease of use and seamless integration with CRM tools, which significantly enhances their workflow and productivity. The intuitive interface allows for quick access to feat Pros and Cons [ Ease of Use (228) ](https://www.g2.com/products/aircall/reviews?qs=pros-and-cons)[ Connection Issues (62) ](https://www.g2.com/products/aircall/reviews?qs=pros-and-cons) [ Claap ](https://www.g2.com/products/claap/reviews) By [Claap](https://www.g2.com/sellers/claap) [ 4.6/5(442) ](https://www.g2.com/products/claap/reviews) What do users say? Users consistently praise Claap for its intuitive collaboration and asynchronous communication features, which streamline feedback and reduce the need for frequent meetings. The platform's ability to Pros and Cons [ Ease of Use (179) ](https://www.g2.com/products/claap/reviews?qs=pros-and-cons)[ Slow Performance (55) ](https://www.g2.com/products/claap/reviews?qs=pros-and-cons) [ Balto ](https://www.g2.com/products/balto/reviews) By [Balto](https://www.g2.com/sellers/balto) [ 4.8/5(590) ](https://www.g2.com/products/balto/reviews) What do users say? Users consistently praise Balto for its ease of use and real-time coaching, which significantly enhances call efficiency and compliance. The software's ability to provide dynamic prompts and summarize Pros and Cons [ Ease of Use (49) ](https://www.g2.com/products/balto/reviews?qs=pros-and-cons)[ Call Issues (20) ](https://www.g2.com/products/balto/reviews?qs=pros-and-cons) [ Salesloft ](https://www.g2.com/products/salesloft/reviews) By [Salesloft](https://www.g2.com/sellers/salesloft) [ 4.5/5(4,287) ](https://www.g2.com/products/salesloft/reviews) What do users say? Users consistently praise the ease of use and effective organization of Salesloft, highlighting its ability to streamline outreach and manage sales activities efficiently. The platform's integration w Pros and Cons [ Ease of Use (256) ](https://www.g2.com/products/salesloft/reviews?qs=pros-and-cons)[ Call Issues (164) ](https://www.g2.com/products/salesloft/reviews?qs=pros-and-cons) - ‹ Prev‹ Prev - 1 - [2](/categories/conversation-intelligence?order=g2_score&page=2#product-list) - [3](/categories/conversation-intelligence?order=g2_score&page=3#product-list) - [4](/categories/conversation-intelligence?order=g2_score&page=4#product-list) - [5](/categories/conversation-intelligence?order=g2_score&page=5#product-list) - … - [13](/categories/conversation-intelligence?order=g2_score&page=13#product-list) - [14](/categories/conversation-intelligence?order=g2_score&page=14#product-list) - [Next ›Next ›](/categories/conversation-intelligence?order=g2_score&page=2#product-list) Spotlight Categories [SEO Tools](https://www.g2.com/categories/seo-tools) [E-Commerce Platforms](https://www.g2.com/categories/e-commerce-platforms) [Managed Detection and Response (MDR) Software](https://www.g2.com/categories/managed-detection-and-response-mdr) [Customer Success Software](https://www.g2.com/categories/customer-success) [Mobile Marketing Software](https://www.g2.com/categories/mobile-marketing) Similar Categories - [AI Sales Roleplay Tools](/categories/ai-sales-roleplay-tools) - [Digital Sales Room](/categories/digital-sales-room) - [Email Tracking](/categories/email-tracking) - [Lead-to-Account Matching and Routing](/categories/lead-to-account-matching-and-routing) - [Outbound Call Tracking](/categories/outbound-call-tracking) - [Sales Coaching](/categories/sales-coaching) - [Sales Enablement](/categories/sales-enablement) - [Sales Engagement](/categories/sales-engagement) - [Salesforce CRM Document Generation](/categories/salesforce-crm-document-generation) - [Sales Performance Management](/categories/sales-performance-management) - [Sales Planning](/categories/sales-planning) - [Sales Training and Onboarding](/categories/sales-training-and-onboarding) [Browse Conversation Intelligence Themes](/categories/conversation-intelligence/themes) ![Julie Jung](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Julie Jung") JJ Researched and written by [Julie Jung](https://research.g2.com/insights/author/julie-jung) Updated February 15, 2026 Conversation intelligence software records, transcribes, and analyzes sales conversations across calls, video meetings, and other customer touchpoints. By analyzing real sales conversations using artificial intelligence (AI) and natural language processing (NLP), conversation intelligence software can identify keywords and topics so users can quickly jump to those points in the recording rather than listening to the entire call. Conversation intelligence software analyzes insights from sales conversations to identify buyer intent, deal risks, competitor mentions, and coaching opportunities, allowing leaders to extract and review these insights to turn real conversation data into actionable guidance. By transcribing and analyzing sales calls, conversation intelligence software helps sales teams understand potential buyers, improve sales rep effectiveness, ensure compliance, and drive sales efforts. In addition to calls, many of these platforms can also analyze insights from emails and text messages to identify key signals, customer sentiment, and engagement trends. Conversation intelligence platforms often integrate with [customer relationship management (CRM) software](https://www.g2.com/categories/crm) to enable seamless data sharing and workflow automation for capturing, logging, and tracking sales conversations. Conversation intelligence software differs from [AI note-taking software](https://www.g2.com/categories/ai-note-taking-software), which captures, transcribes, organizes, and summarizes information from meetings. Conversation intelligence software goes further by analyzing recorded conversations to identify patterns, trends, and actionable insights that help revenue teams improve performance and decision-making. [Sales coaching software](https://www.g2.com/categories/sales-coaching) is a related software product that generally offers conversation intelligence capabilities. However, it focuses less on analyzing the transcription and text of a call and more on the language, cadence, and technique of the sales representative. Additionally, sales coaching software provides separate features that allow sales representatives to view and organize sales deals in the pipeline easily. To qualify for inclusion in the Conversation Intelligence category, a product must: - Automatically capture and transcribe sales calls into text and data that can be searched, analyzed, and shared across teams - Analyze human-to-human interactions from calls and meetings to surface meaningful insights such as key topics, themes, customer intent, or interaction patterns - Generate conversation summaries and actionable insights to help identify important moments, next steps, or performance improvement opportunities - Deliver analytics and reporting on call-level conversation metrics such as call duration, trends, and customer interaction Top Tools at a Glance | | Revenue intelligence with deal-pattern coaching | User Review "Actionable Conversation Insights That Keep Teams Aligned." | | | AI meeting summaries with frictionless capture | User Review "Precise Transcripts, Clickable Summaries, and Powerful Call Insights" | | | Conversation intelligence inside CRM workflows | User Review "Agentforce Sales Delivers Clear Lead Visibility and Smoother Marketing-to-Sales Handoff" | | | Conversation logging tied to native CRM | User Review "Highly Customisable, but Easy to Underutilise Without Training" | | | Behavioral signal analysis for deal dynamics | User Review "Caught a silent deal-breaker using Q for Email and SoundWave" | | | Contact-center CXA with conversation intelligence | User Review "Talkdesk Makes Multichannel Customer Conversations Easy and Organized" | | | Agent workspace for intelligent outbound | User Review "Nooks Supercharged My Outbound Prospecting With a Fast, Intuitive Dialer" | * * * Show More * * * ## How Do You Choose the Right Conversation Intelligence Software? ### What You Should Know About Conversation Intelligence Software ### Conversation Intelligence software buying insights at a glance [Conversation intelligence software](https://www.g2.com/categories/conversation-intelligence) enables organizations to capture, analyze, and operationalize customer conversations across sales, support, and customer success. As selling motions grow more complex, manual notes and anecdotal deal updates create inconsistency and blind spots. A dedicated conversation intelligence platform centralizes call data, surfaces insights, and applies consistent review standards, enabling execution to scale beyond individual representatives. Based on the G2 reviews, companies most often adopt conversation intelligence tools to reduce manual documentation, improve coaching consistency, and gain clearer visibility into deal health. The overall sentiment is very strong, with an average rating of 4.72/5 and a 9.45/10 likelihood to recommend, indicating that conversation intelligence software is increasingly viewed as a core revenue workflow. Common use cases include searchable call libraries for onboarding and coaching, automated summaries and action items, and structured call reviews to identify risk and missed discovery. Buyers evaluating conversational intelligence software tend to prioritize ease of use and workflow integration alongside governance. Reviews highlight that these tools are lightweight enough for daily adoption (ease of use averages 6.71/7), but deliver the most value when teams standardize how conversations are reviewed and acted on. Pricing is generally perceived as mid-market, with ROI tied to time savings, faster rep ramp, stronger coaching, and more consistent deal execution. ### Top 5 FAQs from software buyers: - What features should I prioritize when evaluating conversation intelligence software? - How do conversation intelligence platforms integrate with CRM and video conferencing tools? - What kind of ROI do teams typically see from conversational intelligence software? - What are the key differences between leading Conversation Intelligence systems? - How long does it usually take to implement a conversation intelligence platform? G2’s top-rated Conversation Intelligence software, based on verified G2 reviews, includes [Fathom](https://www.g2.com/products/fathom-video/reviews), [Substrata](https://www.g2.com/products/substrata-substrata/reviews), [Gong](https://www.g2.com/products/gong/reviews), [Salesforce Sales Cloud](https://www.g2.com/products/salesforce-salesforce-sales-cloud/reviews), and [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews). ([Source 2](https://www.g2.com/reports)) ### What are the top-reviewed Conversation Intelligence on G2? Below are the **five most-reviewed products in your uploaded dataset** : [Gong](https://www.g2.com/products/gong/reviews) - Number of Reviews: 5,351 - Satisfaction: 100 - Market Score: 95 - G2 score: 97 [**Salesforce Sales Cloud**](https://www.g2.com/products/salesforce-salesforce-sales-cloud/reviews) - Number of Reviews: 1,376 - Satisfaction: 74 - Market Score: 99 - G2 score: 87 [Fathom](https://www.g2.com/products/fathom-video/reviews) - Number of Reviews: 2,283 - Satisfaction: 100 - Market Score: 66 - G2 score: 83 [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - Number of Reviews: 1,030 - Satisfaction: 58 - Market Score: 91 - G2 score: 75 [Substrata](https://www.g2.com/products/substrata-substrata/reviews) - Number of Reviews: 402 - Satisfaction: 98 - Market Score: 50 - G2 score: 74 Satisfaction reflects user-reported ratings across various factors, including ease of use, feature fit, and quality of support. ([Source 2](https://www.g2.com/reports)) Market Presence scores are calculated based on review volume, third-party signals, and overall market visibility. ([Source 2](https://www.g2.com/reports)) G2 Score is a weighted composite of Satisfaction and Market Presence. ([Source 2](https://www.g2.com/reports)) Learn how G2 scores products. ([Source 1](https://documentation.g2.com/docs/research-scoring-methodologies?_gl=1*5vlk6s*_gcl_au*MTAwMzU5MzUxLjE3NjM0MTg0NzYuNjY0NTIxMTY0LjE3NjQ2MTc0NzcuMTc2NDYxNzQ3Nw..*_ga*NzY1MDU0NjE3LjE3NjM0NzQ3ODM.*_ga_MFZ5NDXZ5F*czE3NjYwODk1MTMkbzY3JGcxJHQxNzY2MDkyMjQyJGo1NyRsMCRoMA..)) ### What I Often See in Conversation Intelligence? #### Feedback Pros: What Users Consistently Appreciate - **Improved deal visibility and forecast accuracy for finance leaders** - **_“_** _Being in the role of Finance Director, I find sub-strata to be an extremely useful tool for my work as it enables me to assess deal communications, evaluate Risk Signals track Buyer Intent and to assist me with Forecasting, allowing me to complete these tasks more efficiently, effectively and with greater accuracy.__” - _ [_Robert T._](https://www.g2.com/products/substrata-substrata/reviews/substrata-review-12105185)_, Substrata Review_ - **Exceptional accuracy and value, even across diverse accents** - _“__I have used several other note-taking tools, but in my opinion, none of them come close to Fathom. What makes it even better is that it’s free, which I find incredible. The accuracy of the output it produces impressed me so much that I upgraded to the premium version without any hesitation. One of the standout features for me is that it works well with Indian accents, even when they are quite strong, something that other note-taking tools often struggle with.”_ _-_ [_Jayanth S._](https://www.g2.com/products/fathom-video/reviews/fathom-review-12169452)_, Fathom Review_ - **Searchable transcripts that highlight key moments for coaching and QA** - _“__I find Gong incredibly valuable because it records my sales calls for later review, which is essential for referencing back to conversations and training purposes. This feature allows me to concentrate on actively listening and engaging in conversations with prospects without the distraction of taking detailed notes. I also love the ability to search for specific words and be taken to the exact moment in a conversation, dramatically decreasing the time it takes to act on items from a call. The integration with my company's SSO made logging in a seamless process, contributing to a smooth setup experience.”_ _-_ [_Ellie S._](https://www.g2.com/products/gong/reviews/gong-review-11980050)_, Gong Review_ #### Cons: Where Many Platforms Fall Short - **High costs and a challenging onboarding experience** - _“Gong has high cost, and this includes the general platform fees, and other user licensing. The onboarding process is complex, with high adoption costs and struggles.” -_ [_Graziana C._](https://www.g2.com/products/gong/reviews/gong-review-12126874)_, Gong Review_ - **Initial setup complexity, offset by strong long-term value** - _“ __At first, integrating Substrata into our existing systems required some of technical patience. The platform is feature rich, which is great, but it took a few sessions for my team to get fully comfortable. That I said, their support resources are strong, and once you’re familiar, it becomes an essential part of daily workflow.__ ” -_ [_Justin F._](https://www.g2.com/products/substrata-substrata/reviews/substrata-review-11244441)_, Substrata Review_ - **Limited organization and sharing controls for meeting records** - _“My main concern with Fathom is the inability to tap on items and organize them into folders. With the range of meetings we have, it can be challenging to locate what I need, especially if I haven't named something clearly. A folder feature would be extremely helpful for keeping things more organized. Additionally, it would be beneficial if there were an option to automatically share the meeting with participants, or at least make this feature available. Sometimes we hold impromptu meetings, and unless someone is specifically invited, they miss out on the feedback from the meeting.” -_ [_Aqeelah R._](https://www.g2.com/products/fathom-video/reviews/fathom-review-11911540)_, Fathom Review_ ### My Expert Takeaway on Conversation Intelligence Software Based on G2 reviews, conversation intelligence software delivers the most value when teams treat it as an operational discipline rather than a passive recording tool. High-performing organizations establish clear ownership over call review standards, coaching criteria, and data hygiene early in the rollout. This foundation helps teams move beyond basic transcription and consistently apply insights across sales, revenue, and customer-facing roles. Teams that achieve the strongest outcomes with a conversation intelligence platform tend to strike a balance between automation and human oversight. While AI-generated summaries, highlights, and action items create meaningful time savings, reviewers consistently indicate that accuracy and context matter most in high-stakes moments. As a result, top teams implement structured review workflows, especially for late-stage deals, renewals, and regulated conversations, so insights are validated and acted on, not just captured. For buyers evaluating Conversation Intelligence systems, a recurring theme across reviews of growth-stage and enterprise companies is the need to scale insights without adding friction. The most effective conversational intelligence software integrates tightly with [CRM](https://www.g2.com/categories/crm), enablement, and forecasting workflows, reducing manual handoffs and reinforcing consistent behaviors. In these environments, success depends less on feature depth alone and more on how seamlessly conversation data supports coaching, execution, and revenue predictability over time. ### Conversation Intelligence Software FAQs #### What is conversation intelligence software? Conversation intelligence software records and transcribes calls (often sales meetings) and then analyzes them to surface insights, such as key topics, action items, and coaching moments. Teams use it to improve rep performance, standardize discovery, and reduce manual note-taking. In practice, it becomes a searchable call library that supports onboarding, deal review, and quality assurance, especially when integrated into CRM and enablement workflows. #### What is an example of conversational intelligence? A common example is automatically capturing a sales call, generating a transcript, highlighting objections, and summarizing next steps, then routing those outputs to the account record and the rep’s follow-up workflow. Managers can later search for specific topics (such as pricing, competitor mentions, or integration concerns) across calls to coach consistently. The “intelligence” comes from turning raw conversations into structured, reusable signals. #### What are conversational AI platforms? Conversational AI platforms are typically systems that let businesses build and run AI-driven conversations (like chatbots or voice agents) for customer support, lead qualification, or task completion. They focus on interacting with users in real time. Conversation intelligence tools, by contrast, focus on analyzing human-to-human conversations after (or during) meetings to improve coaching, documentation, and business outcomes. #### What is the best conversational AI tool? The best conversational AI tool depends on your job-to-be-done. For sales coaching and pipeline inspection, [Gong](https://www.g2.com/products/gong/reviews) and [Chorus by ZoomInfo](https://www.g2.com/products/chorus-by-zoominfo/reviews) stand out for deal insights and CRM alignment. For lightweight note automation, [Fireflies.ai](https://www.g2.com/products/fireflies-ai/reviews) and [Avoma](https://www.g2.com/products/avoma/reviews) excel in speed and usability. In regulated environments, governance and data controls matter most. Always test 3-5 tools on real calls before making a commitment. ### Sources 1. [G2 Scoring Methodologies](https://documentation.g2.com/docs/research-scoring-methodologies?_gl=1*5ky9es*_gcl_au*MTY2NDg2MDY3Ny4xNzU1MDQxMDU4*_ga*MTMwMTMzNzE1MS4xNzQ5MjMyMzg1*_ga_MFZ5NDXZ5F*czE3NTUwOTkzMjgkbzQkZzEkdDE3NTUwOTk3NzYkajU3JGwwJGgw) 2. [G2 Winter 2026 Reports](https://company.g2.com/news/g2-winter-2026-reports) Researched By: [Julie Jung](https://research.g2.com/insights/author/julie-jung) **Last updated on: January 9, 2026**