The Two Worlds of Sales Intelligence
Sales technology has split into two very different schools of thought: Revenue Intelligence and Conversation Intelligence. At first glance, both analyze conversations and generate insights. But beneath the surface, their DNA, design, and purpose are entirely different.
- Revenue Intelligence platforms like Gong and Clari were built for complex B2B sales. Their unit of analysis is the deal, stitched together across weeks or months of conversations. Their value lies in forecasting accuracy, pipeline health, and deal orchestration.
- Conversation Intelligence platforms like Hear were built for contact centers. Their unit of analysis is the individual call, repeated tens or hundreds of thousands of times every day. Their value lies in consistency, compliance, and turning every interaction into measurable revenue at scale.
Confusing these categories is costly. A call center adopting Gong is like trying to manage a Formula 1 pit stop with an air traffic control system. Both are about coordination and risk, but the contexts are incompatible.
When Revenue Intelligence Is the Right Fit
Revenue Intelligence platforms such as Gong, Clari, and Salesloft thrive in enterprise B2B sales environments.
- Deals unfold over months. Dozens of touchpoints across multiple stakeholders shape outcomes.
- Visibility is essential. Leaders need objective insights into engagement, competitor mentions, and buying signals beyond CRM data.
- Forecasting drives credibility. CROs rely on accurate projections to maintain board and investor confidence.
- Coaching needs scale. Winning behaviors from top reps can be identified and replicated.
In this world, Revenue Intelligence functions like air traffic control, scanning for risks, guiding progression, and ensuring predictable arrivals at revenue targets.
When Conversation Intelligence Is the Right Fit
Call centers operate in a completely different environment. Here, success or failure happens in minutes, not months.
- Every call is a revenue moment. You either convert or lose the opportunity in a single exchange.
- Consistency is non-negotiable. Entire floors must perform at a high level, not just a few star agents.
- Scale requires automation. Analyzing 1% of calls is meaningless. True visibility comes from analyzing 100%.
- Speed is the currency. Metrics like Average Handle Time, First Call Resolution, and script adherence drive performance.
In this world, Conversation Intelligence functions like a pit crew chief, optimizing every high-speed, high-stakes interaction in real time and at scale.
The Emergence Of Interaction Intelligence
Most platforms stop at Conversation Intelligence. They analyze calls, surface trends, and check compliance boxes. That’s useful, but it leaves the contact center stuck in the role of a cost center. Hear takes the next step, establishing a new category: Interaction Intelligence.
Interaction Intelligence turns every customer interaction, across calls, chats, and digital touchpoints, into fuel for both immediate performance and long-term strategy. It’s not just about analyzing conversations, it’s about orchestrating the entire operation in real time and at scale.
What Interaction Intelligence Delivers
- Manager-Level Performance Alerts. Hear continuously analyzes interactions and flags moments where agents miss disclosures, deviate from talk tracks, or need coaching. Instead of only sampling calls, managers get proactive visibility into performance risks and opportunities across the entire floor.
- 100% Automated QA and Coaching. Every interaction is scored against compliance and performance criteria, creating a complete, objective record of quality across the floor.
- Revenue-Centric Insights at Scale. Beyond QA, Hear identifies interaction patterns that directly correlate with outcomes, transforming best practices into team-wide playbooks.
- Seamless Automation. Summaries, CRM updates, and categorization happen automatically, freeing agents to focus on the next customer instead of paperwork.
- Command-Center Visibility. By aggregating millions of short interactions, Hear gives leadership a panoramic view of customer demand, objections, and product feedback — elevating the contact center from a reactive service function to a strategic command center.
The Right Tool for the Right Job
Revenue Intelligence platforms like Gong revolutionized deal orchestration in B2B sales.and forecasting. In the contact center, what matters is optimizing every single interaction, at scale, in real time.
Hear created Interaction Intelligence for this world. It goes beyond conversation analysis to provide command, automation, and strategic vision across the entire contact center. The result is a system that doesn’t just tell you what happened, but continuously drives what should happen next.
Choosing the wrong tool is like bringing an air traffic control system into a Formula 1 pit lane. Both are vital, but only one is built for high-speed, high-volume, every-second counts environments.
Most platforms stop at Conversation Intelligence. They analyze calls, surface trends, and check compliance boxes. That’s useful, but it leaves the contact center stuck in the role of a cost center. Hear takes the next step, establishing a new category: Interaction Intelligence.
Hear created Interaction Intelligence for this world. It goes beyond conversation analysis to provide command, automation, and strategic vision across the entire contact center. The result is a system that doesn’t just tell you what happened, but continuously drives what should happen next.