| Functionality | 8 <p>Gong does a great job of capturing data, and anchoring it in business context. Understanding customers and revenue goes beyond simply tracking activity and into following the pipeline via customers' business priorities. You can seamlessly offer and request feedback and coaching on customer meetings and sync forecast updates in both directions with your CRM.</p> | 8 <p><span style="color: rgb(0, 0, 0);">Clari Copilot is a leader in capturing data from recorded conversations, and anchoring it in business context. Understanding customers and revenue goes beyond simply tracking activity and into following the pipeline via customers' business priorities. You can seamlessly offer and request feedback and coaching on customer meetings and sync forecast updates in both directions with your CRM.</span></p> | 7 <p>AI-driven coaching and feedback in real-time will really appeal to businesses where traditional coaching has not fed through to altering behaviours by reps. Functionality is focused on conversation insights, and you cannot manage sales forecasts and deal reviews within Salesroom so teams requiring this level of sophistication may need a full-service platform.</p> | 3 <p>At heart Spiky is a solid AI note-taker for your Zoom calls. We'd like to see direct integrations beyond Zoom, and it is unclear where they stand re integrations with dialers. Spiky moves into conversation / revenue intelligence territory with a range of CRM integrations and a nod towards sales frameworks and coaching. But you are pretty limited to pushing AI generated meeting notes back to the CRM. You cannot, for example, navigate through a series of calls connected with a deal record to identify buying signals or deal risk.</p> | 6 <p>Unusually among revenue intelligence and sales coaching platforms, Avoma includes a scheduler in all paid subscriptions. In case you don't already use a standalone scheduler or a scheduling feature in your lead generation platform, this could be a great value-add.</p><p>Call recording, transcription and information extraction is excellent, including abstraction to pre-configured and custom sales frameworks and drafting of follow-up messaging.</p><p>We noticed that the engineering team is constantly updating the product - we noticed alerts to refresh the page due to an update. We love to see this because this is the essence of SaaS.</p> |
| Ease of Use | 9 <p>Following a good setup, the platform is intuitive to use - for recording and reviewing calls, manual and AI-driven feedback, providing coaching and popup battlecards triggered by words/phrases that matter to your organisation.</p> | 8 <p>Assuming a good setup, the platform is intuitive to use - for recording and reviewing meetings, for hands-on and AI-driven feedback, providing coaching and real-time battlecards driven by key words and phrases that matter to you and your customers.</p> | 6 <p>The platform is fairly intuitive for creating meetings impromptu or in the calendar for future calls.</p><p>There is no learning curve to speak of - Sales reps should be up and running with minimal formal training, especially in organizations moving over from a full-service manager-led coaching platform.</p> | 7 <p>Once calendar is set up, the bot comes to the meeting as expected. Straightforward also to prompt Spiky to join an impromptu call by pasting a meeting link.</p> | 4 <p>Scheduling a meeting is intuitive since it happens through the calendar integration. Beyond that we found that navigating a fairly busy user interface is a steep learning curve.</p> |
| Look and feel | 8 <p>There is a lot of information on screen at any time, but the layout never feels heavy or busy. Loading new views is quick.</p> | 8 <p><span style="color: rgb(0, 0, 0);">There is a lot of information on screen at any time, but the layout never feels heavy or busy. Loading new views is quick</span></p> | 8 <p>We like the clean interface and how we can navigate between meetings, workflows and team insights. Creating a new Salesroom meeting link is quick and intuitive.</p> | 3 <p><span style="color: rgb(0, 0, 0);">Switching between the full transcript, moments, topics, and sales frameworks is somewhat clunky. While the main 'Meetings' view is quite busy, it does not show important things like the next one or two upcoming meetings. (It is an extra click on an 'Upcoming' button to load a full-screen calendar view.)</span></p><p><span style="color: rgb(0, 0, 0);">There are little niggles around finesse too. We found that when surfacing the names of connected data (like contacts and accounts from the CRM) an internal unique identifier is shown, instead of the expected name.</span></p> | 4 <p>With multiple scrolling panels on each page, Avoma has a somewhat dated feel, and page loads are quite slow. We did find that once we knew where we were looking, the layout made sense. Still we'd love to see the pages less 'busy'</p> |
| Customisability | 10 <p>You can customize most of the platform to be relevant to your organization's processes, CRM set-up and business context.</p> | 8 <p><span style="color: rgb(0, 0, 0);">The greatest value comes from customizing the platform to be relevant to your organization's processes, CRM set-up and business context.</span></p> | 9 <p>We like the ability to create and customize your own playbooks. Pre-built options include MEDDIC, BANT, Challenger and SPICED, with each element having its own signal (a prompt to the AI engine with a specific question) and you can edit these prompts and create your own signals to make the framework fit your own playbook. You can also equip your reps to respond to differnet cues in real time by customizing Cue Cards to be relevant to your business, ICP and competitors.</p> | 6 <p>Higher subscription tiers offer customization for reports and playbooks.</p><p><br></p><p>We love the ability to customize the 'name' and thumbnail of the bot as it appears in the meeting. While other platforms have an organisation-wide default such as "<strong><em>{Company} Note Taker</em></strong>" with Spiky your users can choose the bot's name as it is shown to their meeting participants.</p> | 6 <p>We like how you can customize elements such as the sales frameworks, and which topics and keywords are visible in the interface. You can also customize coaching by focusing a trend analysis on what is relevant to your business and your customer interactions. This can help reps to 'speak the same language as their customers.</p> |
| Ease of Setup | 2 <p>Realistically you will need expert help from your in-house RevOps experts and from Gong's professional services team to get up and running. While they state 2 hours to start, it's likely to take some days / weeks to hone the experience perfectly to the needs of a serious sales team. Especially given role hierarchies and permissions across different levels of the organisation.</p> | 2 <p>The expected trade-off when you have a highly custom tool for your needs. Realistically you will need expert RevOps leaders inhouse and some help from Clari's services team over the course of days and weeks while you customize the setup releative to your CRM, playbook, customers and industry.</p> | 6 <p>We used the self-serve trial set-up, which was frictionless. No need for payment details nor to speak with sales. As part of onboarding, Salesroom will create custom prompts according to your playbook. <span style="color: rgb(0, 0, 0);">We found the CRM integration (we tested with Hubspot) to be clunky. You need to link a Salesroom meeting to up to 3 Hubspot records (contact, company, deal) separately, and you must do it when setting up the meeting, as you can't retrospectively link a meeting to a Hubspot record.</span></p> | 8 <p>We love the frictionless set-up of the free trial without the need to speak to Sales nor to enter payment details. The 4-step wizard to get started based on use case, CRM connection and recording a voice prompt is slick and helpful.</p> | 8 <p>We had a frictionless process to get started on the 14 day trial for the full-feature ('Revenue Intelligence') tier. No need to book a demo or speak to a rep, nor to enter payment details. After 14 days the account reverts to a 'Basic' free account for view-only. Requesting a demo was a breeze, and we scheduled directly with the rep's calendar. For revenue intelligence features to work fully there's additional set-up required at the Admin level between Avoma and the CRM.</p> |
| Customer Support | 5 <p>In most cases, it would be Admin users (typically RevOps team members) who would contact Gong for support. We would expect most organisations to have their own internal training for managers and reps. We have not tested the tech support directly.</p> | 5 <p><span style="color: rgb(0, 0, 0);">In most cases, it would be Admin users (typically RevOps team members) who would contact Clari for support. We would expect most organisations to have their own internal training for managers and reps. We have not tested the tech support directly.</span></p> | 4 <p>The online help center is good for 'how to' questions but we were sadly unimpressed by the non-response from an agent via the live chat feature.</p> | 9 <p>Paid tiers include chat as well as email support. During testing in the trial period, we interacted with the chat and found the personal response to be quick and helpful, even if the operator had to gather more information internally before coming back with a full response.</p> | 9 <p>During testing we used the 'live chat' during UK morning office hours. Due to the geo coverage of support agents we had high-quality real-time support and answers to our questions. In addition the online help center is well structured and even includes 'best practices' to help smaller / less mature teams make the most of note taking and call coaching.</p> |
| Integratability | 6 <p>Other platforms offer more integration options for CRMs, which is the key driver here. That said, sales organizations using Gong would typically be using Salesforce or Hubspot, which are covered.</p> | 6 <p><span style="color: rgb(0, 0, 0);">Other platforms offer more integration options for CRMs, which is the key driver here. That said, sales organizations using Clari would typically be using Salesforce or Hubspot, which are covered.</span></p> | 6 <p>Uniquely you do not have to integrate a video conferencing platform but should you wish to, Zoom and Teams are both supported. You also have the option of Calendly and Chilli Piper for scheduling.</p> | 7 <p><span style="color: rgb(0, 0, 0);">Offers direct integration with Zapier and common CRMs like Salesforce, HubSpot, Pipedrive, and Zoho. Organization-level integrations with Five9 and Aircall require contacting support and scheduling a call, though a UI for direct integration within Spiky is in development. Meeting analysis results can also be posted to Slack channels via Webhooks.</span></p> | 5 <p>Inegrations with the most popular CRMs and dialers.</p> |
| Ease of Migration | 6 <p>You can share and download meeting recordings, and download transcripts and insights.</p> | 6 <p><span style="color: rgb(0, 0, 0);">You can easily share meeting recordings with your organisation and externally with customers.</span></p> | 7 <p>Key information from meetings can be exported to Notes and to specific fields within HubSpot and Salesforce (in the case of sales frameworks).</p> | 10 <p>Spiky offers robust export options for meetings, including links with simple or detailed views and access controls (public or protected). A quick share button allows notes to be sent to a connected CRM, with an access list to manage visibility. Recordings can be downloaded, and transcripts are available in PDF or DOCX format.</p><p>Teams can be created, and meetings can be shared or revoked via the share button within reports or the main meeting list. Reports can be shared with teams or individuals, and multiple managers can be added to teams. Multi-level hierarchies enable seamless sharing within the organization.</p><p>An API is available to export report data to any endpoint.</p> | 5 <p>You can easily export notes and summaries to the clipboard, and download meetings (video+audio, audio only, transcript only)</p> |
