Conversation Intelligence Operations
Configures and optimises conversation intelligence platforms to surface deal risk signals, build coaching workflows, and feed call insights into CRM pipeline fields — turning recorded conversations into revenue actions.
Common Tools
The tech stack for this discipline
Salesloft
Sales EngagementA sales engagement and revenue workflow platform that orchestrates rep activities including email sequences, call tasks, and CRM integrations within a unified cadence management system.
Used for
RevOps teams use Salesloft to standardise sales plays by role and segment, enforce rep activity minimums through cadence governance, and analyse which sequences and messaging generate the most pipeline.
Salesforce
CRMThe world's leading cloud-based CRM platform providing a comprehensive suite for managing customer relationships, sales pipelines, service operations, and marketing automation.
Used for
RevOps teams use Salesforce as the system of record for all revenue data — managing leads, contacts, accounts, opportunities, and forecasts — and as the integration hub that connects all other revenue tools.
Gong
Conversation IntelligenceA revenue intelligence platform that records, transcribes, and analyses customer-facing calls and emails using AI to surface deal risks, coaching opportunities, and market insights.
Used for
RevOps teams use Gong to enforce CRM hygiene by auto-populating deal fields from call data, track competitor mentions across the pipeline, and identify which conversation behaviors correlate with closed-won deals.
Outreach
Sales EngagementA sales execution platform that enables revenue teams to build automated, personalised outreach sequences combining email, calls, LinkedIn, and tasks across every stage of the sales process.
Used for
RevOps teams use Outreach to design and govern sales sequences, manage rep workflows, track sequence performance metrics, and integrate outreach activity data back into Salesforce for pipeline attribution.
Chorus
Conversation IntelligenceA conversation intelligence platform by ZoomInfo that captures and analyses sales calls, video meetings, and emails to provide AI-driven coaching insights and deal risk signals.
Used for
RevOps teams use Chorus to analyse call recordings for talk-to-listen ratios, next steps mentioned, and competitive objections, feeding insights back into rep coaching workflows and deal reviews.
Core Skills
What practitioners do day-to-day
Pipeline Management
AnalyticalThe ongoing practice of maintaining pipeline health and predictability — inspecting deal quality, enforcing stage definitions, removing stale opportunities, and ensuring sufficient coverage to support the revenue forecast.
Business outcome
Active pipeline management keeps forecasts accurate, prevents pipeline inflation from stale deals, and enables sales leaders to intervene in at-risk opportunities before they miss the quarter.
Revenue Forecasting
AnalyticalThe ability to build, maintain, and improve processes and models that predict future revenue — combining pipeline analysis, historical patterns, rep judgement, and AI signals into a single trusted number.
Business outcome
Accurate revenue forecasting allows the business to make confident hiring, investment, and spending decisions — reducing the risk of missed targets or over-commitment.
Conversation Intelligence Configuration
TechnicalThe skill of configuring, customising, and extracting value from conversation intelligence platforms (Gong, Chorus) — including tracker setup, integration configuration, scorecard design, and insight extraction workflows.
Business outcome
Well-configured conversation intelligence amplifies the value of every customer call — improving coaching quality, surfacing deal risks earlier, and providing the behavioural data needed to understand what separates winning from losing deals.