Arlington, Va. – October 08, 2026 -- Info-Tech Research Group has named Gong and Agentforce Sales as joint leaders in its 2026 Conversation Intelligence Data Quadrant Report, each scoring 9.0 on the firm's Composite Score (CS) scale, with Avoma close behind at 8.6 CS.
The rankings, drawn entirely from verified end-user feedback on Info-Tech's SoftwareReviews platform, designate all three vendors as Champions in a category covering tools that capture, transcribe, and analyze customer calls and meetings.
Gong and Agentforce Sales tie at the top with 9.0 Composite Scores
Gong earned its score on the strength of call recording features, according to user feedback aggregated in the report. Agentforce Sales matched that score, with reviewers citing its conversation coaching capabilities as a standout strength.
Avoma secures Champion status at 8.6 CS on transcription performance
Avoma ranked highly specifically for its audio transcription features, placing it just below the two leaders but still within the Champion tier of the Data Quadrant.
Info-Tech's methodology strips out vendor and analyst influence from rankings
The Composite Score blends likelihood-to-recommend data, feature rankings, net emotional footprint scores, and vendor capability assessments collected directly from users during procurement, implementation, and maintenance. Info-Tech states the methodology relies solely on authentic end-user reviews rather than analyst opinion.
Terra Higginson, Principal Research Director at Info-Tech Research Group, said conversation intelligence platforms help organizations review large volumes of customer interactions without adding to employee workloads, noting that the strongest products integrate into existing workflows while reducing manual effort.
Category spans transcription, sentiment analysis and CRM integration
The report evaluates conversation intelligence tools against features including automated transcription, call recording, sentiment analysis, conversation summaries, keyword tracking, sales coaching, and CRM integration -- capabilities buyers use to assess platforms intended to improve sales coaching and surface actionable insights from customer interactions.