Genesys

Genesys is a leader for omnichannel customer experience & contact centre solutions, trusted by 10,000+ companies in over 100 countries.

Gong reveals what your best reps are doing differently over the phone: what questions they're asking, how they’re discussing pricing, and what their talk-to-listen ratio is. It then compiles the best plays into your winning playbook so you can spread the wisdom.

Find keywords in any sales conversation. Gong transcribes and indexes everything so you can easily find that call where your competitor was mentioned or make sure your reps are on script.

Easily share sales calls with customers or internally. Ask for feedback, tag team members to get them involved, and pinpoint areas for improvement. Encourage team collaboration and help reps win more deals together.

When Gong analyzes phone calls imported from modern PBX systems, audio is provided to Gong in two channels: one channel includes the recorded Gong user, and the other channel includes the customer. In addition, Gong knows which extension (or, in the more general case, which recorded Gong user) the call is associated with.

In this case, Gong associates one side of the call with the recorded Gong user and the other side with the other party. This ensures maximum accuracy as long as the PBX system records audio consistently across the channels.