Conversation Intelligence to Fuel Marketing, Sales, and CX

Drive and convert more revenue-generating calls and complete your view of the customer journey with conversation intelligence.

Request a Demo

What Is Conversation Intelligence?

Conversation intelligence combines call tracking and attribution with AI-powered conversation analytics to provide valuable and actionable marketing, sales, and CX insights from callers.

Now more than ever, first-party data is critical to understanding and optimizing marketing, sales, and CX. It’s why businesses are now looking to capture and unlock insights from the most powerful source of first-party data: consumer phone calls.

Conversation intelligence provides the solution to mine meaningful data and insights from every call to your business at scale. With a conversation intelligence platform, AI and machine-learning algorithms rapidly analyze the full context, experience, and outcome of every call to measure and score caller intent and value, conversion outcomes, call handling performance, CX issues, and so much more.

Conversation intelligence provides businesses with meaningful, actionable insights directly from the voice of the customer to understand and predict consumer behavior, measure and optimize marketing performance, detect and correct call handling issues impacting sales operations, and deliver more personalized and relevant experiences online and over the phone.

How Conversation Intelligence Works

Conversation Intelligence Conversation Intelligence
Learn More

Why Should Marketers Care About Conversation Intelligence?

The Benefits of Conversation Intelligence for Marketers

Accurately Measure Marketing ROI

Conversation intelligence enables marketers to not only measure the volume of inbound phone calls driven by marketing, but also the value of these calls. Tapping into this information provides marketers with truly accurate metrics on how their work impacts business results.

Uncover Valuable Insights

With conversation intelligence, marketers can easily see if a call was a quality lead, if it was a sales opportunity or a CX issue, if a specific product or service was discussed, and more. Then, marketers can accurately measure the ROI of the calls they're driving and make smarter optimizations to drive more sales conversions at a lower cost per lead.

Make Smarter Decisions

With scalable data on your customers’ conversations, you can use intelligence from these calls to improve marketing campaign performance, build audiences, customize ad creative, and generate more conversions. These insights can integrate with your martech stack; for example, conversation intelligence technology can improve your Google Ads Smart Bidding campaigns and drive more high-converting calls.

Detect and Correct Issues

No matter how well you optimize your marketing to generate leads, your ROI suffers if your call centers and agents aren’t answering calls and converting phone leads to sales opportunities and conversions. Get alerts when quality leads aren’t being converted by store locations, when calls go to voicemail, if call center agents have room for improvement, and more.

Deep Intelligence Directly from the Voice of the Consumer

Call recordings and transcriptions are the ultimate source of truth for the call channel. A conversation intelligence platform provides you with direct access to recordings and transcriptions, regardless of whether calls go to call centers or locations. You can tap into the voice of your customers and analyze call experiences to:

  • Improve SEO: See what questions callers are asking and answer them on your site to improve SEO and conversion rates.
  • Conduct Mystery Shopping: See if agents or locations are following approved scripts and saying the right things when good leads call.
  • Improve Call Coaching: Provide call center managers and locations with recordings of good sales leads that didn’t convert to use as coaching tools to improve agent performance.

What to Look for in a Conversation Intelligence Platform

For businesses that value inbound phone calls, a conversation intelligence platform isn’t a nice-to-have anymore — it’s a need-to-have. When evaluating conversation intelligence platforms, look for solutions that have the following.

  • Accurate, reliable transcriptions: Better transcriptions lead to better data and better insights. Don’t settle for inaccurate transcriptions or a tool that doesn’t give you full access to your transcription data. The power of conversation intelligence relies on quality transcriptions, so it’s key to use a platform that provides the best foundation.
  • Integrations that matter to you: Actionable insights from conversation intelligence are only actionable when this data integrates into the tools you already use. Look for a conversation intelligence platform that integrates with your martech stack and the ad platforms you use to drive results. The best tool is the one that fits into your existing marketing toolkit.
  • Quality customer service: A platform with knowledgeable, in-house customer success and customer support teams ensures that you’re maximizing the conversation intelligence technology to the fullest. Customer service should feel like an extension of your team and they’re invested in your success.

I love the analytics on phone calls DialogTech provides and have already found several actionable cases in the data. It’s enabled us to find and correct issues with call handling costing us revenue, generate more of the right callers from our marketing, and better convert them to service appointments.

— Chuck Weaver, Senior Manager of Business Initiatives at GE Appliances · Read Their Story →