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Gong, Agentforce Sales, and Avoma: Champions of Conversation Intelligence 2026

In a recent development that marks a significant achievement in the realm of conversation intelligence, Gong, Agentforce Sales, and Avoma have been honored as Champions in the 2026 Conversation Intelligence Data Quadrant Report published by Info-Tech Research Group. This recognition underscores the importance of tools that not only help organizations to capture customer interactions but also to analyze them effectively.

Understanding Conversation Intelligence

Conversation intelligence solutions are designed to help businesses capture, transcribe, and analyze customer interactions that occur during calls, meetings, and various communication channels. These tools come equipped with features like automated transcription, sentiment analysis, call recording, and conversation summaries. By utilizing such features, teams can better identify customer needs and preferences, enhance employee performance through targeted coaching, and make informed business decisions based on actionable insights derived from conversations.

The 2026 Conversation Intelligence Data Quadrant Report evaluates software products based on direct feedback from users, ensuring that the rankings reflect genuine user experiences without any analyst bias or vendor influences. This approach provides a transparent view of which products truly deliver value.

The Champions of 2026

In the report, Gong achieved a commendable Composite Score (CS) of 9.0, receiving accolades primarily for its superior call recording capabilities. Agentforce Sales, also scoring 9.0, was recognized particularly for its exceptional conversation coaching features. Avoma received a score of 8.6, being noted for its robust audio transcription functionalities. These ratings place all three organizations at the forefront of conversation intelligence solutions, demonstrating their commitment to enhancing customer engagement and improving sales processes.

Insights from Info-Tech Research Group

Terra Higginson, Principal Research Director at Info-Tech Research Group, commented on the significance of these tools: "Every customer conversation contains valuable information, but organizations need the right tools to capture and make sense of it. Conversation intelligence platforms can ease the review of large volumes of interactions and surface relevant information without adding to employee workloads. The best products fit smoothly into existing workflows, provide reliable analysis, reduce manual effort, and are user-friendly." This statement reflects the growing reliance on technology to streamline operations and enhance the customer experience.

The Value of User Feedback

Info-Tech's Data Quadrant utilizes verified user feedback to assess various software products across key dimensions including likelihood to recommend, feature rankings, and vendor capabilities. The results of these evaluations culminate in a Composite Score that indicates user satisfaction levels and facilitates comparisons among products.

The accolades received by Gong, Agentforce Sales, and Avoma signify their robust capabilities in providing cutting-edge solutions for businesses looking to leverage conversation intelligence.

Embracing the Future

As companies strive to improve their interactions with customers, the tools provided by Gong, Agentforce Sales, and Avoma stand out as exemplary solutions in harnessing the power of data-driven insights. Their recognition as Champions in the 2026 Conversation Intelligence Data Quadrant Report is a testament to their innovation and dedication to helping organizations maximize the potential of every conversation.

Conclusion

In an era where effective communication is pivotal to business success, Gong, Agentforce Sales, and Avoma are leading the charge in conversation intelligence. Their impressive scores, combined with the expert endorsements from Info-Tech Research Group, affirm the significant role these tools play in enhancing customer interactions and driving business growth.