6sense Revenue AI for Sales seeks to help sellers prioritize in-market accounts and provide buyer intelligence and contact data within existing tools, while Gong Engage is a full-cycle sales engagement solution designed to create, manage and convert pipeline. The integration reportedly will allow sales teams to:

• Explore high-value intent activities from 6sense directly in Gong Engage;
• Identify key contacts and purchase contact information from 6sense;
• Better personalize sales outreach based on high-value intent signals; and
• Devote more time toward prospecting to reduce average time to close.

“The B2B selling environment is increasingly challenging and we need to give sellers the tools they need to reach new heights,” said Latané Conant, Chief Revenue Officer of 6sense, in a statement. “Arming sales teams with intelligence right within their workflow accelerates their path to efficient revenue generation. Our partners at Gong share our goal to help sellers be more effective and predictable in their pursuit of winning more opportunities.”

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The Problem

Revenue professionals understand the significance of selling to existing customers rather than acquiring new ones: It cuts down on acquisition costs, enhances overall efficiency, fosters enduring customer relationships and maximizes the value of each customer. With that in mind, Avalara wanted to uncover new ways to deliver greater value to its customers and optimize revenue opportunities based on their existing contracts.

“Avalara’s customer account teams handle a high volume of interactions, driving roughly 3,000 deals to close each month,” said Sean Flynn, SVP of Global Sales at Avalara. “We put great emphasis on providing best-in-class customer service to make compliance less taxing for our customers.”

The Solution

In 2021, Avalara’s customer account management (CAM) team adopted revenue intelligence platform Gong to capture customer interactions — such as calls, emails, video conferences and more — to surface insights that would help teams boost engagement and increase efficiencies to drive more revenue. Leveraging Gong Insights, the CAM team was able to identify the behaviors that contributed to growth and those that hindered opportunities.

“For customers like Avalara that have a large and diverse customer base, automated insights that uncover opportunities for account growth can make a big difference,” said Ben Brownlee, Gong’s Chief Customer Officer.

These insights allowed CAM leaders to provide personalized coaching that would improve customer interaction quality. They could also communicate the value of their solutions more effectively and assist their sales teams in achieving better results.

The Results

After seeing the widespread adoption of the platform throughout the CAM team, Avalara decided to extend the use of Gong to other departments, including customer success, customer development, product marketing, sales development, new business sales and support. Gong rapidly became integral to these teams’ most critical workflows, enabling Avalara teams to:

• Achieve a better understanding of their customers, which enabled them to build robust sales pipeline and identify potential opportunities;
• Close new business deals more effectively through data-driven insights into customer needs and preferences;
• Provide a more personalized and value-driven customer service experience; and
• Analyze customer interactions and behaviors to identify cross-sell and up-sell opportunities to maximize revenue from Avalara’s existing customer base.

“With Gong, we have accurate, market-driven insights on how to deliver the best possible experience for customers on every transaction, which has been instrumental in helping us develop a culture of value in every customer interaction,” concluded Flynn.

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Gong

Evans brings more than 25 years of enterprise revenue and go-to-market (GTM) experience to Gong.  Previously, he led global sales at Qualtrics before and after its multi-billion-dollar acquisition by SAP, helping grow the experience management company from a single product to a market-leading enterprise platform. Prior to Qualtrics, Evans served as interim CEO and president at MX, where he helped accelerate company’s growth, double revenue and scale its sales and GTM teams. Evans was most recently CRO of Talkdesk, a global cloud center leader for modern customer service.

“Gong’s AI-powered platform is transforming revenue teams’ most critical workflows to increase team productivity, improve decision-making and win more deals,” said Gong CEO and Co-founder Amit Bendov in a statement. “Shane’s proven track record of leading enterprise sales, cross-product and platform strategies and international expansion is a perfect fit for Gong as we expand our market leadership.”

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Call Spotlight leverages Gong’s existing dataset and, according to the company, includes the industry’s first generative AI information querying capability designed specifically for sales interactions. This new solution is designed to generate accurate and relevant responses based on pre-set prompts or free-form questions, which can help teams form a deeper understanding of their deal health, identify emerging trends and make more informed decisions.

Specific features of Call Spotlight include:

• Ask Anything, which helps users gather more insights about an interaction;
• Highlights, which summarize the most relevant points of a call and include recommended next steps;
• Outline, which categorizes and organizes call topics for a streamlined understanding of customer interactions; and
• Call Briefs, which are call summaries that are available on the Gong homepage and Deal Boards, as well as in search results.

“Gong understands conversations: By bringing this understanding into our generative AI capabilities, we are offering customers a more complete, contextualized and accurate set of insights,” said Eilon Reshef, Gong’s Co-founder and Chief Product Officer, in a statement. “With Gong’s enhanced AI capabilities, customers can go beyond inaccurate or inconsistent generic models and instead leverage highly accurate results based on AI models purpose-built for sales, speeding workflows and increasing the capacity of their sales organization.”

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is designed to leverage AI and machine learning to unlock the reality of customer interactions to help people and companies reach their full potential. Gong’s Reality Platform autonomously empowers customer-facing teams to take advantage of their most valuable assets — customer interactions, which the Gong platform captures, analyzes and then delivers insights in real-time and at scale, enabling revenue and go-to-market (GTM) teams to determine the best actions for repeatable winning outcomes.

The Lowdown

Economic Pulse, a new functionality within Gong’s reality platform, uses AI to give sales, marketing and product teams visibility into customer conversations about economic uncertainty or concerns, surfacing these references in customer interactions. This visibility allows revenue leaders to adjust strategic planning and client communication according to relative concerns, stabilizing the ongoing and potential opportunities pipeline.

Gong Forecast is designed to apply proprietary AI and machine learning technology to surface risky deals, see upcoming forecasts autonomously and understand the “why” behind any changes.

Smart Trackers aim to provide a deep understanding of customer conversations, allowing revenue teams to continuously adapt strategies toward customer needs.

Back-Of-The-Box Details

Economic Pulse works within the Reality Platform to detect common terms and references related to economic uncertainty, alerting sales and revenue teams at the detection of a conversation trigger and how it impacts the current opportunity/deal. In addition to direct alerts, it enables the sharing of customer voice across the organization, leading to cross-functional alignment between sales, marketing and product teams.

With Gong Forecast, companies can monitor every customer interaction to determine what conversation or individual contributed to changes and adjust internal strategies accordingly. The AI-integrated software leverages more than 100 customer integrations, including Google Workspace, HubSpot, LinkedIn Sales Navigator, Salesforce and Slack, to observe and report on customer data related to interactive trends, document completion and more. Customer interactions that impact the revenue pipeline are also flagged directly to the product’s user, allowing for knowledge-based decisions to be made in real-time.

Smart Trackers use AI and machine learning to go beyond keyword recognition and understand the context of all customer interactions captured and analyzed in Gong’s platform. The AI-integrated software allows customer-facing teams to tailor their business, market and priorities relevant to each customer. Smart Trackers are designed to detect the context words associated with dependent variables such as discounts, budget constraints and compatibility concerns.

Who It’s For

It’s pivotal that GTM teams clearly understand the impact of the state of the economy on their customers. When leveraging Economic Pulse, revenue leaders can track, predict and respond to customer concerns — thus leading to informed decisions and sustained organizational growth.

Revenue leaders will benefit the most when implementing Gong Forecast. The program brings to light present-day customer voice to ensure sales planning aligns with customer reality.

Smart Trackers are designed to give revenue teams insight into customer thoughts and concerns that would otherwise go undetected. When implementing Smart Trackers, sales, marketing and product teams can stay one step ahead of execution barriers, drive sales revenue and increase customer satisfaction.

What It Solves

Economic Pulse combats revenue teams’ ongoing obstacle of scaling a business based on outdated and misconstrued customer attitudes toward the economy. The AI-powered platform is designed to ensure real-time and continuous visibility into the customer’s interactions that drive buying decisions.

The lack of information accessibility across revenue teams often hinders efficient sales forecasting. Gong Forecast is designed to store relative customer insights into one source to which all teams have access, ensuring organizational clarity when executing strategic business decisions.

Smart Trackers allow sales leaders to filter through conversations based on a specific question rather than the time-consuming task of sifting through keyword searches in hopes of finding a relevant answer.

What Makes It Special

Leveraging AI and machine learning, Economic Pulse is designed to deliver real-time customer insights that drive business decisions during economic uncertainty. Every interaction is captured and analyzed in real-time, producing insights that support alignment across revenue teams.

Gong Forecast is said to be the first forecasting product to analyze the actual substance of customer interactions in addition to the frequency. The reality-based solution is designed to arm its users with revenue predictability to drive productivity and streamline operational management.

Smart Trackers are designed to find concepts quickly and accurately. It is a user-trainable system that goes beyond keyword recognition to understand the context of customer conversations.

Contact

Gong
201 Spear St. 13th Floor,
San Francisco, CA 94105
Book a demo

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Through the partnership, Gong can securely share data from its Reality Platform in an analytics-ready structure directly to a customer’s Snowflake instance in minutes, with no code required. Customers can then combine the data with other critical inputs, analyze and create visualizations in business intelligence tools and surface insights.

  “Every customer interaction during the sales journey produces valuable insights into the next step, from initial engagement through closed-won,” said Eilon Reshef, Co-founder and Chief Product Officer of Gong, in a statement. “Gong captures and analyzes this data using its advanced AI engine, and the new integration with Snowflake allows customers to utilize it in entirely new ways to solve business challenges and identify new opportunities. Importantly, we’re making it quick and easy for our customers to get up and running, eliminating the need for extensive tech resources.”

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Through AI and machine learning, Smart Trackers:

• Go beyond keyword recognition and understand the context of all customer interactions captured and analyzed in Gong’s platform;
• Allow customer-facing teams to hyper-personalize and tailor them to their business, market and priorities;
• Pick up on different ways a concept can be communicated without having to be an exact match, e.g., different terminologies customers might use to ask for a discount; and
• Surface insights to help sales teams identify what’s working and quickly adjust or eliminate what’s not.

“For many organizations, keyword trackers operate like a sprinkler, spraying terms all over data that is often inaccurate and stale,” said Eilon Reshelf, Co-founder and Chief Product Officer of Gong, in a statement. “Smart Trackers set a new precedent, putting the power of AI in the hands of revenue teams to quickly and accurately identify customer sentiment, trends coming up in conversations and the impact of key initiatives. The result is quick, better decision-making to optimize revenue potential.” 

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According to Forrester, 79% of sales organizations miss their forecast by more than 10%, even during times of economic prosperity and certainty. Gong Forecast applies proprietary AI and machine learning technology to surface risky deals, see what has been forecasted and understand the “why” behind any changes.

Additional capabilities include:

• Reality-Based customer interactions across web conferencing, phone, email, instant messages, contracts and more;
• Autonomously capturing all customer interactions, then surfacing insights enabling reps and managers to identify risks and responses; and
• Driving alignment across an entire organization around customer reality, enabling them to take steps that increase deal success.

“As revenue leaders, it is not enough to guesstimate business results based on a spreadsheet or even activity level,” said Amit Bendov, CEO and Co-Founder of Gong, in a statement. “The only clear indicator of success is the voice of the customer. Gong Forecast captures that voice in real-time, ensuring that decision-making comes from the truth of what’s happening with customers. This makes the Gong Reality Platform even more valuable to revenue teams by helping them boost operating efficiency and drive more successful outcomes.”

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Gong has now implemented Vidyard’s video feature into its online site with the goal of increasing customer engagement and offering sales teams a more comprehensive view of customer-facing activities, behaviors and engagement.

The integration is designed to push viewer data from Vidyard into deal activity timelines, giving Gong users visibility into customer engagement with video messages and on-demand video content. After recording and sending a video from Vidyard, reps can track how contacts in active buying cycles are engaging with their videos to help them prioritize and personalize next steps to get more deals over the finish line.

“Gong customers can now easily adopt video messaging into their sales strategy,” said Eilon Reshef, Gong’s Chief Product Officer, in a statement. “The Vidyard integration strengthens our platform for sales teams, providing a single source of truth where sales reps, managers and others collaborate, streamline work and get data-based advice on critical next steps.”

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The round was led by Coatue, alongside Index Ventures, Salesforce Ventures and Thrive Capital, and additional participation from existing investors Battery Ventures, NextWorld Capital, Norwest Venture Partners, Sequoia Capital and Wing Venture Capital. The new investment follows Gong’s $65 million Series C funding announced in December 2019.

“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 Amit Bendov, Gong CEO and Co-founder, in a statement. “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.”

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