Choosing a conversation intelligence (CI) tool can feel like standing in front of a wall of nearly identical software logos. But once you go live, small capability gaps create big performance swings. Whether you’re moving beyond call recordings or deploying CI for the first time, here’s your checklist of must-haves.

Get Transcripts You Can Trust

Every insight starts with an accurate transcript. You want >90% accuracy—no exceptions. Look for platforms that handle speaker separation and understand different accents. Multilingual support is a win if your team is global. If the transcription isn’t rock solid, nothing else matters.

Coach Reps While the Call Is Still Happening

Why wait until the end of the call to fix mistakes? Real-time alerts—like “objection raised” or “you’re talking too much”—let reps course-correct on the fly. Managers can step in only when needed, which means less micromanaging and more momentum.

Follow the Whole Conversation, Not Just the Call

Sales happen across Zoom, Slack, email, and more. Your CI tool should capture it all and stitch it into a single, easy-to-follow timeline. When the whole buying journey is visible, your coaching gets sharper—and forecasting gets a whole lot smarter.

Understand How They Feel, Not Just What They Said

Words are only half the story. Sentiment and intent analysis pick up on tone, hesitation, even frustration. That’s powerful if you’re trying to spot churn, rescue deals, or double down on winning talk tracks. It’s like emotional radar for your sales calls.

Make Great Calls Easy to Find

Got a killer objection-handling moment? Tag it, search it, share it. If reps can’t find call snippets fast, they won’t bother. Make sure your platform has keyword search, snippet libraries, and one-click sharing to make learning easy.

Sync With CRM—Both Ways

The best CI tools write key moments—next steps, sentiment, objections—straight into your CRM. And they pull CRM data back into the playback screen. It saves time, reduces errors, and gives your team the full picture during coaching or pipeline reviews.

Lock Down Sensitive Data

Security matters. Look for role-based access, encrypted storage, easy redaction tools, and exportable audit trails. If you’re in a regulated industry, make sure the platform helps with compliance—whether it’s GDPR, HIPAA, or your own policies.

Build Dashboards That Actually Tell a Story

Static reports? Skip them. You need drag-and-drop dashboards, filters by rep or team, and custom alerts for things like talk time or competitor mentions. If you can’t build what you need without filing a ticket, it’s time to switch.

Final Word

The right CI platform should feel like a sales multiplier, not just a recording device. Look past the flashy UI. Test each tool against these eight features. Run a real-world pilot. Get your reps involved early. Because when you get this right, CI becomes the backbone of every deal you close.

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