Gong, Agentforce Sales and Avoma Named Conversation Intelligence Champions
Info-Tech Research Group has named Gong, Agentforce Sales and Avoma as Champions in its 2026 Conversation Intelligence Data Quadrant Report. The report recognizes the highest-rated products in the category, based on verified end-user feedback.
- Info-Tech Research Group named Gong, Agentforce Sales and Avoma Champions in its 2026 Conversation Intelligence Data Quadrant Report.
- Gong and Agentforce Sales each scored 9.0 CS, while Avoma scored 8.6 CS.
- Gong was rated highly for call recording, Agentforce Sales for conversation coaching and Avoma for audio transcription.
- Rankings are based on verified end-user feedback from SoftwareReviews, according to Info-Tech.
Who made the list
The report draws on user feedback collected through Info-Tech's SoftwareReviews platform. It evaluates software that helps organizations capture and analyze customer interactions, reduce manual effort and improve visibility across teams.
According to Info-Tech, the three Champions and their Composite Scores (CS) are:
- Gong, 9.0 CS, rated highly for its call recording features.
- Agentforce Sales, 9.0 CS, rated highly for its conversation coaching capabilities.
- Avoma, 8.6 CS, ranked highly for its audio transcription features.
Info-Tech says Champion recognition reflects strong product capabilities and overall user satisfaction.
What conversation intelligence covers
Conversation intelligence tools help organizations capture, transcribe and analyze customer interactions across calls, meetings and other communication channels. Info-Tech lists automated transcription, call recording, sentiment analysis, conversation summaries, keyword tracking, sales coaching and CRM integration among the typical features.
The firm says such capabilities can help teams identify customer needs, improve employee performance and make more informed business decisions.
How the Data Quadrant ranks products
The Data Quadrant ranks products using verified end-user feedback across several dimensions: likelihood to recommend, feature rankings, net emotional footprint score and vendor capabilities. These inputs are combined into a Composite Score, which reflects overall user satisfaction and determines a product's placement in the quadrant.
Info-Tech states that its methodology bases rankings entirely on authentic user reviews, free from analyst opinions or vendor influence. It adds that its reports draw on data from users and IT professionals with direct experience of the software across procurement, implementation and maintenance.
What buyers should look for
Terra Higginson, Principal Research Director at Info-Tech Research Group, said: "Every customer conversation contains valuable information, but organizations need the right tools to capture and make sense of it." She added that these platforms "can make it easier to review large volumes of interactions and surface relevant information without adding to employee workloads."
In her view, the best products "fit smoothly into existing workflows, provide reliable analysis, reduce manual effort, and are easy for teams to use." For organizations shortlisting tools in this category, the report offers a user-review-based reference point, with Gong and Agentforce Sales tied at the top Composite Score of 9.0 and Avoma following at 8.6. Info-Tech makes the full report available through its website, along with details on its Vendor Awards criteria.
