Company: N-able Inc
Nomination Submitted by: Firesource 360
Company Description: N-able fuels IT services providers with powerful software solutions to monitor, manage and secure their customers’ systems, data, and networks. Built on a scalable platform, we offer secure infrastructure and tools to simplify complex ecosystems, as well as resources to navigate evolving IT needs. We help partners excel at every stage of growth, protect their customers, and expand their offerings.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Business Intelligence Solution - Implementation
 Nomination Title: N-able Brings Customer Conversations to Life with Chorus.ai
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- State the the date on which the nominated solution was first available:
N-able is submitting our nomination for the implementation of Chorus.ai, a part of ZoomInfo, a cloud-based conversation intelligence platform designed to analyze sales calls, meetings, and emails using advanced artificial intelligence (AI) and machine learning techniques. The platform captures voice and video calls, automatically transcribes them, and uses AI to provide actionable insights to sales teams.
Initially launched for sales teams and managers in February 2024, we expanded its use to additional teams with enhanced tools in April 2024.
- Describe the features, functions, and benefits of the nominated business intelligence solution (up to 350 words):
Total 301 words used.
Chorus.ai offers a range of features, functions, and benefits that help enhance our performance, especially in sales, customer success, and marketing.
Some of the features of Chorus.ai include:
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Call Transcription: It automatically transcribes our calls and meetings, making it easy for us to review them.
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Conversation Analytics: It extracts insights into sentiment, engagement, and key topics, helping us understand what matters.
- Moment Highlighting: It flags important call moments so we can quickly act on them.
- Coaching and Feedback: It identifies coaching opportunities based on our conversation patterns.
- Team Collaboration: It allows us to share key insights and best practices across teams.
- Searchable Database: We can easily access past conversations for training, reporting, and reference.
Some of the functions that enable success:
- Performance Tracking: It helps us track key metrics like call volume and customer satisfaction.
- Onboarding and Training: It supports new team members by helping them learn from real customer interactions.
- Customer Insights: It provides feedback that we can use to improve our marketing and product strategies.
- Call Scoring: It scores our calls to assess whether we addressed the right points.
- Automation: It automates note-taking, summarizing, and follow-ups, saving us time.
Benefits that N-able teams are seeing as a result of the implementation:
- Improved Efficiency: It saves us time by automating routine tasks, so we can focus on building relationships.
- Enhanced Coaching: It provides actionable insights that help us improve our performance.
- Better Collaboration: It allows us to share insights and stay aligned as a team.
- Increased Revenue: It helps us drive higher conversion rates by improving our understanding of customers.
- Data-Driven Decisions: It supports us in making informed decisions with real-time analytics.
- Scalability: As we expand Chorus.ai across teams, it helps streamline processes.
- Stronger Customer Relationships: It enables us to tailor interactions, leading to better customer satisfaction.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 349 words used.
Before implementing Chorus.ai, the ability to coach and share best practices was limited. Managers had to either join calls or ensure that calls were recorded within Teams. This led to inconsistent processes, with managers often becoming participants in the calls themselves. As a result, one-on-one time with reps often focused more on discussing results rather than providing coaching.
Today, N-able has shifted to a more behavior-focused approach, with sales reps reviewing "game tape" to assess their performance. They can also concentrate more on the conversation itself, as Chorus.ai automatically generates notes and summaries. Listening to calls has become a vital component of both new employee onboarding and transitioning into new roles.
Chorus.ai was initially launched for sales reps and sales leadership, with approximately 150 users. During this phase, around 3,100 calls were recorded monthly, with 193 calls reviewed and 126 moments shared. Chorus.ai has since expanded to include partner success managers and marketing, increasing its user base to 621. As a result, the platform now records 6,200 calls per month, with 388 calls reviewed and 251 moments shared.
Although there are no direct sales or monetary figures linked to the implementation, the value comes from the time saved, increased efficiency, and the business insights gained. Based on these factors, the projected revenue attributable to the use of Chorus.ai over one year is $571,550. The total cost of implementing and using Chorus.ai for the year is $321,550, resulting in a Return on Investment (ROI) of 229%.
The ability to share key moments, insights, and best practices has made teams more collaborative. This alignment has improved communication and consistency in how we approach customer interactions, and the insights gained have empowered our marketing and product teams to refine strategies and offerings, ultimately improving customer satisfaction.
As we’ve expanded Chorus.ai across teams, its streamlined processes and improved scalability, extending its value beyond sales into marketing and partner support. It has also sped up onboarding by allowing new employees to review real customer interactions, helping them integrate into their roles more quickly.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 89 words used.
The “Chorus.ai Overview & Impact” presentation in the supporting files provides a comprehensive view of the program including a program overview highlighting historical perspectives (then vs now), business use cases, pre- and post-launch adoption, and results including the program impact within the last year.
Included in the supporting files are user testimonials and video testimonials from our users stating the benefits of Chorus.ai as they relate to sales teams and engineering teams as well as a video highlighting the scorecard and coaching benefits that Chorus.ai provides.
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