Gong and Chorus Growing Rapidly During Pandemic

Gong, which closed on a $200 million Series D round earlier this month, is in one of the SalesTech segments that has benefited from remote working. Demand for conversational AI tools from vendors like Gong and Chorus that record, transcribe, and analyze meetings and calls accelerated with the pandemic.

“With global sales teams switching to remote work and field sales teams grounded for the foreseeable future, we are seeing substantial demand for Gong’s solution even in a challenging business environment,” said Gong CEO Amit Bendov.

“Gong’s Web site is like a direct view into the subconscious of those hyper-enthusiastic salespeople who make the rest of us nuts but get the job done.  The actual product is AI technology that captures video, phone, email, and face-to-face interactions and extracts insights about people, deals, and market events.  It must work: they just raised a $200 million Series D, bringing total funding to $334 million.  Did I mention their chatbot is a bulldog?”

David Raab, CDP Institute

Carl Eschenbach, a partner at Sequoia Capital, argued that firms benefiting from COVID fall into two classes, those that are enjoying a temporary lift and those that will enjoy long-term benefits due to social and technological shifts.

“There will be less [SIC] field sales reps than ever before.  Said Eschenbach. “People will be working remotely and selling over digital mechanisms like we’re using Zoom.”

While Gong did not disclose their revenue, they said it has trebled over the past year.  Forbes lists their 2019 revenue at $30 million so 2020 revenue should clock in around $90 million.

Gong has over 1,300 customers, including Autodesk, HubSpot, LinkedIn, MuleSoft, Outreach, PayPal, Shopify, Slack, Twilio, Zillow, GE, and Zoominfo.

Over 64,000 sales and support professionals use the Gong platform, up from 45,000 in December.

They recently launched a Deal intelligence module which provides deal pipeline visibility and “deal at risk” alerts to sales reps (see the image at the top of this blog).

Gong Partners include

  • Conference: Microsoft Teams, Zoom, Skype, BlueJeans, WebEx, GoToMeeting, JoinMe
  • ­­Sales Engagement: Outreach, SalesLoft, Groove, Xant, FrontSpin
  • CRM: Salesforce, HubSpot
  • Others: Slack, ClearSlide, Clari, Google, Outlook

“We made a bold prediction in 2016 that Gong’s technology would become the most significant innovation for sales since the invention of CRM,” said Bendov.  “The market has proven that prediction was correct.  With global sales teams switching to remote work and field sales teams grounded for the foreseeable future, we are seeing substantial demand for Gong’s solution even in a challenging business environment.  There is a new way to win in sales, and the best sales teams are turning to Gong’s Revenue Intelligence Platform to guide them down that path.”


Last month, Gong competitor Chorus closed on a $45 million Series C. The round was led by Georgian Partners, with participation from Emergence Capital, Redpoint Ventures, and Sozo Ventures.  Five-year-old Chorus has raised $85.2 million to date.  Georgian also led the $33 million Series B in December 2018.

The new funds will be deployed for product innovation and expanding its go-to-market team.  CEO Jim Benton said that they would continue to develop their interaction signal capture capabilities, particularly those tied to relationships and driving deals to close.

“The insights provided by conversation intelligence can be a lifeline, identifying risks as well as what is working so that they can replicate best practices across the revenue team,” said Benton.  “Sales floors in the office may be empty, but through the use of conversation intelligence, managers can still walk the floor virtually and offer coaching and a helping hand when needed.”

Chorus records, transcribes, and analyzes business calls.  Transcripts include time-stamped notes and a call summary with risk factors and upsell opportunities.  The Chorus platform helps reps capture and analyze interactions from calls, meetings, and emails.  Chorus looks for keywords and topics such as pricing, competitors, and next steps.

“We want to make sure each person says, ‘I was just watching the call, and here is where we left off,’ or ‘I noticed this theme in your conversation, so let’s get started there.’  We are putting the ‘R’ in customer relationship management.  There is a lot with the ‘customer’ and ‘management’ aspects, but in terms of ‘relationship,’ that does not always make it back into the CRM, and we think it should.”

Chorus.AI CEO Jim Benton

“We are continuing to make sure we are understanding these interactions for teams and leadership to see what works, so they bring their best,” continued Benton.  “You want to make sure you represent the best of your team, give feedback, coaching, have the right messaging and which interactions drive the best close rates–all the science behind what success looks like.”

The firm doubled its headcount to 100 and trebled its revenue in 2019.  Chorus has over 200 customers, including GitLab, Zoom, Adobe, MongoDB, and Qualtrics.  It is headquartered in San Francisco with offices in Boston and Tel Aviv.

Chorus Conversational Intelligence records, transcribes, and analyzes audio and video meetings.

Correction: I originally transposed the digits on Chorus’ Total Funding. The correct value is $85.2 million.

SalesLoft: Sales Engagement for WFH Sales Teams (Part II)

Continuing my conversation with Sunshine Levin (Part I), Director of Customer and Analyst Relations at SalesLoft. One of the key features of Sales Engagement Platforms is cadences (aka sequences) which automate a set of outbound, multi-channel communications and monitor the response.

SalesLoft Cadence & Activity Feed

Because cadences are automated, reps do not need to schedule most tasks.  Instead, next steps are automatically tracked, and current activity is recorded and synced with Salesforce.  Furthermore, SEPs monitor response rates and support A/B testing. Levin recommends that admins review reports and dashboards to determine changes in the efficacy of tactics and messaging.

Another benefit of activity tracking concerns management visibility into sales rep activity and prospect engagement.  In the current environment, where family members may be ill, and children are at home, managers need to be sensitive to each rep’s situation and not focus on traditional productivity metrics.  To assist with planning, SalesLoft offers prioritization tools such as Hot Leads and a Pipeline View, their newly introduced, native offering resulting from the recently acquired Costello solution: 

“For Salesforce users,  SalesLoft Deals can give you a holistic view of everything that matters when managing a deal.  Within SalesLoft Deals, Pipeline View will help your team prevent opportunities from slipping through the cracks, while Deal View can facilitate coaching and strategy conversations about opportunities during one-on-ones.  Finally, keep an eye on deal health by reviewing Deal Gaps to identify opportunities that may be slipping and what you should do to get deals back on track.”

SalesLoft Blog

Live Call Studio and Conversation Intelligence allows managers and trainers to listen in on sales calls, whisper suggestions to the rep, and join calls.  These tools are particularly valuable for new reps that may have had little face-to-face training before offices were closed and for target accounts where reps are looking for additional assistance on major deals.  Calls may be recorded, transcribed, and analyzed, providing a basis for call post-mortems and training. Automated indexing allows reps and managers to review critical points (e.g. Next Steps, Pricing, Competitors) afterward.  Analytics also assess engagement (was it a true back and forth or a few comments with long monologues) and calculate the frequency of filler words. Playlists provide a library of sales best practices, allowing new hires to listen to snippets around product, pricing, competition, objection handling, etc.  Should a rep have difficulties on a topic, she can forward a conversational snippet to the appropriate expert or subject owner (e.g. manager, product marketing, customer support) for feedback. Conversational snippets present the voice of the customer to the subject matter expert, providing an unfiltered view of the question or concern.

Leaderboards help encourage healthy rivalry between reps.

SalesLoft noted that home Wi-Fi connections could be spotty, so reps may need to connect through their router directly.  A second option is to set up call passthrough where the call is initiated from a mobile app or the browser and is handled as a mobile or landline call.  Call passthrough provides an alternate, higher quality channel while recording both sales activity and conversational intelligence.

SalesLoft’s platform has matured from a Cadence service to SDRs to a broader sales engagement platform that supports account execs, customer success managers, and WFH use cases.  The core cadence feature set is now accompanied by conversational intelligence, enhanced analytics, and deal management tools buttressed by a growing ecosystem of application partners.

Gong Deal Intelligence

Conversation Intelligence vendor Gong announced the availability of Deal Intelligence, their new AI-driven insights service that provides a “clear, up-to-date view” of deal status, recent interactions, and at-risk deals.  Deal Intelligence also helps sales managers provide targeted coaching and assess pipeline activity.

“Deal Intelligence allows us to do quicker pipeline inspections and validate with a third party that we really are where we say we are in the process,” said Armen Zildjian, VP of Sales at Drift.  “It is not to micromanage but to continue to coach and give reps the next best step with the customer, so we really can rely on that business.”

New features include

  • Deal Board:  Quickly understand which deals are healthy and which require immediate attention.
  • Deal Warnings: Spot warning signs such as a lack of recent activity and close date in the past.  Planned warnings include no future calls scheduled and no decision-maker involved.
  • Account Page: Centralizes deal-related interactions across email, web conference, and phone to proactively identify risks and review conversations
  • Engagement Map: Ensures that a deal is multi-threaded and that reps are engaged with the right people in the right way.

“Consider what can be done when you have every phone call, email, and customer interaction automatically captured and the ability to analyze those interactions.  It will allow organizations to get a sharper picture of prospect intent and where an account is in the sales process.”

TOPO Sales Analyst Dan Gottlieb

Pipeline Analytics and deal risk are an emerging category of sales analytics.  Firms such as Gong, Costello (recently acquired by SalesLoft), and Clari provide a single-pane view for identifying deal risk, assessing multi-threaded engagement, and conducting pipeline reviews.

Deal Intelligence is available to all current customers as part of their core offering.  Admins must turn on email sync from popular clients such as G Suite and Microsoft 365.  Sales Engagement partners include SalesLoft, Outreach, Groove, and Xant.

Deal Intelligence is view-only and does not support Opportunity record updating.  CRM sync is a planned feature.  

Gong supports a broad set of conferencing and dialing tools, including Zoom, UberConference, BlueJeans, WebEx, GoToMeeting, Join.Me, RingCentral, Dialpad, Amazon Connect, Google Meet, and Skype.

Gong does not publish any pricing and simply states that pricing is based upon “how many recorded reps you have,” not the number of listeners.

Clari Partners with SalesLoft

Clari is the latest vendor to join the SalesLoft app directory of over fifty partners.  Clari’s Connected Revenue Operations Platform “automatically tracks sales activity data and engagement for your entire revenue operations team so you can measure the health of your pipeline and forecast more accurately,” announced SalesLoft.  “Increased signal intelligence helps reps and managers understand which opportunities are trending in the right direction, and which can use more engagement to drive them forward.”

Clari’s AI engine analyzes SalesLoft engagement activity including email opens, calls made, and LinkedIn messaging to help “reps focus on the right deals and managers make more accurate forecasts.”

Clari's "single pane of glass" aggregates activity intelligence across teams and sales reps by Opportunity
Clari’s “single pane of glass” aggregates activity intelligence across teams and sales reps by Opportunity.

SalesLoft noted that the buyer’s journey is complex with enterprise deals touching eight buyers and influencers at enterprise prospects.  Thus, “it can be tough to know what activities have occurred with which personas and even tougher to know which activities to attempt next to move the needle.”

The joint solution provides a single pane of glass for assessing sales rep activities, determining which activities move deals forward, and planning for next steps.

“Too often, go-to-market teams operate in disconnected silos.  We’re fixing this by using AI and automation to connect real-time business activity with back-office systems and processes so teams spend less time entering data, and sales, marketing, and customer success are always on the same page.  Bridging these silos makes every campaign, QBR [Quarterly Business Review], and forecast call more data-driven and actionable.”

Clari CEO Andy Byrne

Besides SalesLoft, Clari application partners include Outreach, Yesware, LinkedIn Sales Navigator, DiscoverOrg, Salesforce, Marketo, Slack, Gmail, and Outlook.

SalesLoft Costello App for Opportunity Analysis

The Costello Dashboard facilitates quick opportunity updates and streamlined pipeline reviews.
The Costello Dashboard facilitates quick opportunity updates and streamlined pipeline reviews.

Costello, which describes itself as sales co-pilot software, released an upgraded integration with SalesLoft.  The app displays Salesforce Opportunities from within the SalesLoft sales engagement platform.  The service is generally available to joint customers through SalesLoft’s App Directory.

Costello displays a Deal Dashboard and Deal View from within SalesLoft for pipeline management.  Deal Status elements include deal stage, days in stage, days active, and deal amount.  Costello also calls out Deal Gaps (missing deal fields, days past due), Stakeholders (buyers’ circle with roles and concerns), Call Summary with notes, and a deal timeline.

Finally, reps and managers can quickly review three to five of the most important deal details such as key buying criteria, key challenges, and desired outcomes.

“Deal View gives reps, managers, and leaders across the company a simple, streamlined view of everything that matters when managing a deal.  And it gives your team an easier, more intuitive way to manage stakeholders, so you can quickly figure out who matters most, what they care about, and what their blockers are.”

Costello Chief Strategy Officer Rod Feuer

A single-pane view supports In-line opportunity edits and a unified view which supports quick updates and pipeline review meetings.  Costello claims opportunity updates may be performed 75% more quickly.   “This is a game-changer not only for productivity but for pipeline confidence,” said Costello CEO Frank Dale.

A single-pane opportunity viewer is offered by other companies including LinkedIn Sales Navigator, Artesian Solutions, and Clari.