Conversation Intelligence Platform Implementation - Project Details / Task List
Tag: conversation-intel
Total Hours: 75h
Structure: Multi-Milestone (>50h)
Milestone 1: Conversation Intelligence Platform Implementation - 1. Discovery, Procurement & Deployment
Tag: conversation-intel
Description: Discovery, platform selection, technical configuration, and user rollout for conversation intelligence platform
Hours: 56h
Task List: (Conversation Intelligence) 1. Discovery & Procurement
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Audit Current State of Conversation Visibility | 3h | Assess how customer conversations are currently captured and analyzed across all GTM teams. End state: Gap analysis documenting what percentage of conversations are being recorded and how insights are (or aren't) being extracted. • Interview sales managers on current coaching practices and call review frequency • Document existing recording tools (Zoom recordings, Google Meet, Teams) and their limitations • Identify which conversation types are NOT being captured (phone calls, in-person, certain meeting types) • Pull CRM data to assess how much call/meeting context is manually logged today • Survey reps on time spent on manual note-taking and CRM updates post-call • Quantify the visibility gap (e.g., "Only 30% of calls are reviewed for coaching") |
| 2. Define Success Criteria and KPIs | 2.5h | Establish specific, measurable goals for the CIP implementation aligned with business outcomes. End state: Documented KPIs with baseline measurements and target improvements. • Identify primary use cases (sales coaching, deal risk identification, competitive intel, customer feedback) • Define 3-5 measurable KPIs (e.g., manager coaching hours, win rate, ramp time, CRM data quality) • Pull baseline metrics for each KPI from current systems • Set target improvements (realistic: 15-25% improvement in primary metrics within 6 months) • Document secondary benefits to track (time savings, deal cycle reduction, churn signal detection) • Get stakeholder sign-off on success criteria |
| 3. Map Stakeholder Requirements | 3h | Gather requirements from all GTM teams who will use the platform to ensure implementation meets cross-functional needs. End state: Requirements document covering sales, marketing, CS, and leadership needs. • Conduct requirements sessions with Sales (managers + reps), Marketing, and Customer Success • Document must-have vs nice-to-have features per team • Identify compliance requirements (recording consent laws, data retention policies, security needs) • Map required integrations (CRM, calendar, video conferencing, sales enablement tools) • Define user roles and permission levels needed • Prioritize requirements into Phase 1 (launch) vs Phase 2 (post-launch enhancements) |
| 4. Evaluate Platform Options | 3h | Research and compare conversation intelligence platforms against client's specific requirements and tech stack. End state: Shortlist of 2-3 platforms with detailed feature comparison. • Create evaluation scorecard based on requirements (integrations, AI capabilities, coaching features, security) • Research leading platforms: Gong, Chorus (ZoomInfo), Clari Copilot, Jiminny, Salesloft Conversations • Assess CRM compatibility (Salesforce vs HubSpot native integrations vary significantly) • Compare pricing models (per seat, usage-based, annual commitments) • Check vendor references and G2/TrustRadius reviews for similar company size/industry • Document integration complexity - some platforms require dedicated integration users and custom API work |
| 5. Conduct Vendor Demos and Pilot | 4h | Run structured demos with shortlisted vendors and conduct a pilot with a subset of users. End state: Platform selected with pilot results validating fit. • Schedule demos with top 2-3 vendors using standardized evaluation criteria • Prepare demo script with specific use case scenarios (coaching session, deal review, competitive analysis) • Conduct 2-4 week pilot with 5-10 users (mix of reps and managers) • Evaluate pilot on: ease of setup, recording quality, transcription accuracy, insight value, user adoption • Gather pilot user feedback via survey and interviews • Make final platform recommendation with TCO analysis (licenses + implementation + ongoing maintenance) |
| 6. Complete Procurement and Contracts | 2.5h | Finalize vendor selection, negotiate contract terms, and complete procurement. End state: Contract signed with clear terms on implementation support, SLAs, and pricing. • Negotiate contract terms (term length - avoid multi-year if uncertain, user minimums, price locks) • Review security/compliance documentation with IT and Legal • Clarify implementation support included vs additional cost • Document SLAs for uptime, support response, and data processing times • Complete procurement approval process • Obtain signed contract and implementation kickoff date |
Task List: (Conversation Intelligence) 2. Configuration & Rollout
Contains: Parts 3-4
| Task | Est | Description |
|---|---|---|
| 7. Set Up Platform Account and Core Configuration | 3.5h | Create the CIP account, configure organizational settings, and establish the foundation for recording and analysis. End state: Platform operational with correct organizational structure and recording settings. • Create platform account and configure company/workspace settings • Set up organizational hierarchy (teams, managers, reporting structure) • Configure recording consent settings based on legal requirements (one-party vs two-party states) • Set up recording triggers (auto-record all external meetings vs opt-in) • Configure transcription language settings and speaker identification • Establish data retention policies in compliance with company/legal requirements |
| 8. Integrate with Video Conferencing and Phone Systems | 3.5h | Connect the CIP to all communication channels where customer conversations occur. End state: All video conferencing and phone systems connected and recording properly. • Integrate with primary video platform (Zoom, Google Meet, Microsoft Teams) • Connect calendar integration for automatic meeting detection • Set up phone/dialer integration if applicable (Outreach, Salesloft, RingCentral, Aircall) • Configure bot/notetaker settings (join timing, display name, participant announcements) • Test recording and transcription quality across each channel • Document any channels that cannot be integrated and manual workarounds |
| 9. Configure CRM Integration and Field Mapping | 4h | Establish bidirectional sync between CIP and CRM so conversation data flows automatically to account/opportunity records. End state: CRM integration live with conversation summaries and key data syncing to correct records. • Connect CRM via native integration (Salesforce or HubSpot) • Map conversation records to correct CRM objects (Accounts, Contacts, Opportunities) • Configure which data syncs to CRM (call summaries, action items, custom fields, scores) • Set up matching rules for linking conversations to correct records • Create/update CRM fields to receive CIP data (Next Steps, Key Topics, Competitor Mentions) • Test sync with sample conversations and verify data accuracy in CRM |
| 10. Set Up Trackers and AI-Powered Insights | 3.5h | Configure keyword trackers, topics, and AI features to surface the insights most valuable to the organization. End state: Custom trackers and insights configured for client's specific needs. • Define tracker categories: competitors, pricing, objections, next steps, feature requests, churn signals • Create keyword/phrase trackers for each category (avoid over-reliance on exact keywords - use AI topic detection) • Configure deal risk scoring and stage verification (if available) • Set up coaching scorecards based on sales methodology (MEDDIC, BANT, etc.) • Configure automated alerts for critical mentions (competitor, legal, escalation) • Test tracker accuracy and refine based on sample calls |
| 11. Develop Training Materials and Resources | 2.5h | Create training content that enables users to effectively leverage the platform for their specific roles. End state: Role-based training materials ready for delivery. • Create role-specific training paths: Rep training, Manager training, Executive dashboards • Develop quick-start guides for common workflows (reviewing calls, sharing snippets, finding insights) • Build FAQ document addressing common questions and concerns • Create video tutorials for key features (searching, filtering, coaching comments) • Document privacy/compliance guidelines for users (what's recorded, who can see what) • Prepare "day in the life" examples showing how each role uses the tool |
| 12. Conduct Pilot Rollout with Champion Group | 3.5h | Roll out to a select group of early adopters who will validate the configuration and become internal champions. End state: Champion group actively using platform with feedback incorporated. • Select 10-15 champions across teams (mix of enthusiastic + influential users) • Conduct live training session (60-90 minutes) with champion group • Provide white-glove support during first 2 weeks • Gather feedback on configuration, missing features, and adoption barriers • Iterate on trackers, alerts, and workflows based on champion feedback • Identify and address user adoption concerns (especially "surveillance" perception) |
| 13. Execute Full Team Rollout | 2.5h | Expand to all users with structured enablement and change management. End state: All intended users onboarded and actively using the platform. • Schedule team training sessions by role/department (keep under 60 minutes) • Position as coaching and enablement tool, NOT surveillance • Demonstrate value with real examples from pilot (anonymized if needed) • Provide on-demand training recordings for async learners and new hires • Set up Slack/Teams channel for questions and tips • Establish usage expectations (managers review X calls/week, reps share wins) |
| 14. Drive Initial Adoption and Engagement | 3h | Actively drive adoption in the first 30 days to establish habits before users disengage. End state: 80%+ of users actively engaging with the platform. • Track adoption metrics daily in first 2 weeks (logins, calls reviewed, comments left) • Identify non-adopters early and provide 1:1 support • Create "quick wins" - help managers find coaching moments, help reps find competitive intel • Run weekly adoption check-ins with team leads • Celebrate early wins publicly (deals saved, skills improved, insights discovered) • Address technical issues immediately (recording failures, sync errors) |
Milestone 2: Conversation Intelligence Platform Implementation - 2. Operationalization & Handoff
Tag: conversation-intel
Description: Manager enablement, reporting setup, and knowledge transfer for ongoing platform management
Hours: 19h
Task List: (Conversation Intelligence) 3. Operationalization & Handoff
Contains: Parts 5-6
| Task | Est | Description |
|---|---|---|
| 15. Establish Coaching Workflows for Managers | 3h | Build systematic coaching processes that leverage conversation intelligence data. End state: Managers have repeatable workflows for using CIP in coaching. • Define coaching cadence (weekly 1:1s include call review, team call review sessions) • Train managers on finding coachable moments efficiently (filters, search, AI highlights) • Create coaching templates/checklists managers can use during call reviews • Set up saved searches and playlists for common coaching scenarios • Configure manager dashboards showing team performance and coaching opportunities • Build library of exemplar calls for each stage of sales process |
| 16. Configure Reporting and Dashboards | 3.5h | Build dashboards and reports that surface actionable insights for different stakeholders. End state: Role-specific dashboards delivering valuable insights without manual effort. • Create executive dashboard (deal risks, competitive trends, team performance) • Build manager dashboard (rep scorecards, coaching activity, talk time metrics) • Set up Marketing/Product dashboard (feature requests, positioning feedback, competitive intel) • Configure automated reports (weekly deal risk digest, monthly coaching summary) • Create Customer Success views (health signals, expansion opportunities, churn risks) • Test that insights are actionable - not just interesting data |
| 17. Integrate with Forecasting and Deal Review Processes | 3h | Embed conversation intelligence data into existing deal review and forecasting workflows. End state: CIP data incorporated into forecast calls and pipeline reviews. • Add CIP data points to forecast call template (verified stages, buyer engagement scores) • Train managers to reference call evidence in deal reviews • Set up deal risk alerts that feed into forecast adjustments • Connect CIP scores/signals to opportunity fields in CRM for reporting • Create "conversation evidence" requirement for late-stage deals • Document how CIP insights should influence stage changes and commit calls |
| 18. Document Configuration and Admin Procedures | 2.5h | Create comprehensive documentation for ongoing administration and troubleshooting. End state: Client team has everything needed to self-manage the platform. • Document all configuration settings (trackers, integrations, permissions, workflows) • Create admin runbook (adding users, updating trackers, troubleshooting sync issues) • Document escalation paths for technical issues (vendor support, known issues) • Record admin training session for future reference • Create tracker maintenance schedule (quarterly review and refinement) • Document API configurations if custom integrations were built |
| 19. Transfer Ownership and Train Admins | 2.5h | Formally hand off platform ownership to client team with appropriate training. End state: Client admin team confident in managing the platform independently. • Identify 1-2 client platform admins (typically RevOps) • Conduct admin training session (user management, configuration changes, reporting) • Transfer credentials and admin access • Walk through common maintenance tasks and troubleshooting scenarios • Establish ongoing support arrangement (if applicable) • Schedule 30-day check-in to address questions and review adoption metrics |
| 20. Establish Success Measurement Cadence | 2.5h | Set up ongoing measurement against the KPIs defined at project start. End state: Regular reporting cadence showing ROI and areas for optimization. • Create KPI tracking dashboard comparing baseline to current performance • Schedule monthly adoption review (usage metrics, feature utilization) • Set up quarterly business review with stakeholders (ROI, expansion opportunities) • Document early wins and quantified impact for internal case study • Identify optimization opportunities (underused features, tracker refinements) • Plan Phase 2 enhancements based on learnings |
Summary
- Total Milestones: 2 (56h + 19h)
- Total Task Lists: 3 (consolidated from 6 Parts)
- Total Tasks: 20 (one per Step)
- Total Hours: 75h
- Generated from: playbook_conversation-intelligence-platform-implementation.md
- Generated on: 2025-12-31