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Kudos to you for considering an automated AI transcription and conversation intelligence software. Whether you’re a team of 1 or 100,000, it can help you be more productive and stay focused during meetings.
The problem is, there are quite a few to choose from.
Where do you start? How do you decide? I handpicked four conversation intelligence software for comparison to help make you choose better and faster: Gong, Fireflies.ai, Otter, and Avoma.
The review is based on transcription accuracy, pricing, features, and integrations.
What are Gong, Fireflies.ai, Otter, and Avoma?
At the heart of it, Gong, Fireflies, Avoma, and Otter convert speech to text; however, they differ slightly in terms of features and the specific problems they solve. Here’s the breakdown:
Gong is a revenue intelligence platform used primarily by sales teams. Their core value proposition is to help sales teams know what messaging works well on calls and which sales reps are doing well. While Gong provides transcription and call search, they don’t promote those features heavily. There are some liberties taken with insights as they are extrapolating on trends.
Fireflies.ai is an AI meeting assistant that records, transcribes, and makes all voice conversations searchable. They also have a conversation intelligence engine that analyzes calls and provides insights for team admins. Unlike some of the other platforms, Fireflies is used across an entire organization as a knowledge base for team collaboration. It can be used by sales, marketing, engineering, hr, and support, to name a few.
Otter is a lightweight transcription solution for consumers. It’s popular among students for lectures and classes. Otter has a mobile app to record in-person meetings. Unlike the other platforms, Otter doesn’t have robust analytics or integration.
Avoma is a meeting assistant platform with conversation intelligence. It’s primarily used by sales teams, like Gong. While it may not be as easy to deploy as Otter and Fireflies, it does make up for it with many features and pricing plans.
How to Find the Best AI Transcription & Conversation Intelligence Software
The best one is the one that suits your needs. Here are a couple of questions that will help you find the right one:
- Do you only need basic automated transcription?
- Would you like to understand how your team is performing or make better decisions by using conversation intelligence?
- Will you require integrations to other software to make your workflow easier, faster, and more efficient?
- Who will be using it? Just yourself or your entire organization?
I based the product comparison criteria on these questions.
While automated transcription software has achieved high levels of accuracy over the years, it’s impossible to have 100% accurate human-level transcripts. That’s because automated transcription software solutions use Artificial Intelligence, machine learning, and deep learning to record and transcribe conversations. It is an evolving technology that learns with every use.
Gong, Avoma, and Otter do not explicitly state the accuracy scores for their transcription.
- Otter doesn’t put out a score but claims to be accurate
- Gong and Avoma don’t focus on transcription/accuracy
- Fireflies claims to be >90% accurate and beats most benchmarks
Gong: Gong doesn’t have a freemium tier or free trial option, while Fireflies, Avoma, and Otter have these options. Its pricing is not public, you will need to talk to their sales team to get started.
Based on different sources, Gong’s per-user license ranges from $100 to $200 per user per month. They may also require upfront annual commitments as well as implementation or service fee. The ballpark figure to get started with Gong is around $10,000-$20,000 for a few users.
Gong’s prices are much higher compared to Fireflies, Avoma, and Otter. Gong also plans to raise its prices in the near future as some people claim in public forums. They may also do this to position themselves less as a transcription solution and more as a sales enablement platform for larger organizations. For small sales teams with limited budgets, Gong might not be the best option.
Fireflies.ai: Fireflies.ai has a forever-free plan that includes free transcription credits, meeting playback, shareable links, soundbites, collaboration features, and 800 minutes of storage per user.
For paid plans, both monthly and yearly options are available. Fireflies.ai Pro tier is priced at $10/month/user when paid annually, while its Business tier is $19/month/use when paid annually. You need to contact Fireflies to get a customized quote for the Enterprise plan.
The major differences between the free and Pro tier are the amount of transcription you’ll get as well as access to integrations like CRMs, Dialers, and project management apps.
The business tier has unlimited storage as well as many of the analytics and conversation intelligence features similar to Gong. Fireflies pricing is very SMB-friendly. An entire organization can use it without breaking the bank.
Otter: Otter has a free tier that includes 600 minutes of monthly transcription. The maximum recording duration for the free tier is 40 minutes. With Otter, users can record and transcribe calls. You can search and play back recordings, as well as highlight and insert comments.
You have to purchase Otter’s Pro, Business, or Enterprise tier for extra minutes. Otter’s pro version is priced at $8.33/month/user annually, while its Business tier is $20/month/user.
The main difference between the free and the pro tier is advanced search capabilities. The business tier gives you access to a meeting bot similar to Fireflies, Gong, and Avoma; however, it is limited to just a few video-conferencing platforms. Otter has a user-friendly pricing for individuals given the limited functionality. But they have recently started making the platform more usable for team collaboration.
Avoma: Avoma’s pricing has six tiers and is probably one of the most complicated pricing systems out there for a Saas product. They have a 14-day free trial and a basic free tier which comes with 10 recordings per month with a maximum duration of 35 mins per recording.
Its starter tier ($25/mo/user) and plus tier ($45/mo/user) offers more recordings and duration.
You’ll have access to conversation intelligence and analytics features at $75/mo/user features. Avoma’s Business ($100/mo/user) and Enterprise Tiers ($130/mo/user) have Gong-like revenue intelligence features such as deal tracking.
Avoma is more expensive than Otter and Fireflies for the core transcription features, even for the conversation intelligence feature. The advanced tiers are priced closer to that of Gong. It’s worth noting that you can only sign up with a work email for Avoma.
Annual Pricing Overview:
|Free Transcription||Unlimited Transcription & Search||Team Collaboration, Meeting Bot, Summaries||Conversation Intelligence, Analytics, CRM, Dialer, Integrations||Revenue Intelligence|
Gong has a steep price point and is geared towards enterprise sales teams. There is no free tier or self-service option. Avoma has similar sales-specific features that come with a self-service option, but it has a limited free tier.
Fireflies has a generous free tier and a lower priced self-service option for both transcription and sales features. Otter has a free tier and a self-service tier that looks straightforward if you are an individual user but lacks sales features and many integrations.
In this section, we’ll look at the most critical features of Gong, Fireflies.ai, Otter, and Avoma.
|Unlimited(Plus & Above)|
Gong and Avoma are best for sales and customer support teams with their popular conversation intelligence and revenue intelligence features. While Gong caters to sales teams in large enterprises, Avoma is more suited for mid-market companies.
Fireflies provides a unique blend of great transcription software and conversation intelligence that different teams across an organization can use.
Otter has a great voice-to-text transcription feature but minimal data and insights. For that reason, it is ideal for simple transcriptions such as lectures, interviews, and meetings.
|Video Conferencing(Zoom, GMeet, Teams, Webex, etc.)||✔||✔||✔||✔|
|Storage(Dropbox, Box, OneDrive, etc)||X||✔||✔||X|
|Note-Taking (Notion, Google Docs, etc.)||X||✔||X||X|
In terms of integrations, Fireflies.ai and Gong are neck-to-neck in comparison. They both have a Zapier integration and API to make it more flexible for users to work with transcription data. Gong leans heavily towards enterprise solutions.
While Gong integrates with major enterprise sales products, including sales ops and sales performance software, it misses out on basic CRM integrations. For example, Gong only integrates with three CRMs. In contrast, Fireflies.ai integrates with more than nine leading CRMs.
Gong and Fireflies both integrate with major leading dialers and telephony systems to capture calls for recording, transcription, and analysis.
However, when it comes to categories of integrations outside of the sales use cases, Fireflies is in a league of its own. Here are a couple of platforms Fireflies integrates with:
- Project Management (e.g., Asana Trello, ClickUp)
- Storage (e.g., Dropbox, Box, OneDrive)
- Note-Taking (e.g., Notion, Google Docs)
Otter has limited integrations to Zoom, Google Meet, and Dropbox. It also doesn’t provide an open API. Avoma covers the main integrations across CRMs, dialers, and video-conferencing platforms but doesn’t branch beyond sales apps. There are also no API or Zapier integrations to work freely with transcription data.
And there you have it – a complete head-to-head look of Gong vs. Fireflies.ai vs. Avoma vs. Otter. Which one you choose depends on your business requirements and budget. Over to you.
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