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    What is Data capture?
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    What is Data capture?

    • 3 minute read
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    Article summary

    Data capture in Gong involves identifying and importing customer interactions like calls, emails, and web conferences. AI is used to analyze activities and provide insights for improving organizations. Gong captures voice and text-based activities, digital interactions, and integrates with CRM for enriched data. Telephony calls include audio recordings and metadata, web conference calls include audio/video files and metadata, emails include subject, body, and timestamps, while text messages include participants and content. Captured data is used for various features like AI-generated emails and call outcomes, deal analysis, and team productivity insights. Setting up data capture involves configuring settings, integrating with providers, and specifying which activities to import.

    Data capture is the term used for how Gong identifies and imports interactions with your customers. Gong captures and imports your activities, such as telephony calls, emails, and web conference meetings. We then analyze your activities and apply AI capabilities to provide insights as to how you can improve your organization, teams and deals, and suggest action items for your sales managers and account executives.

    Depending on your setup, Gong can capture the following: 

    • Voice based customer activities, such as telephony calls, web conference calls

    • Text based customer activities, such as emails and text messages

    • Digital interactions, such as customers signing documents or viewing your website

    Setting up an integration with your CRM will enable us to enrich your activities by adding business context information together with your activities. 

    This diagram shows the flow of capturing data to displaying it in Gong:

    What data is imported?

    Data imported for telephony calls: 

    • The audio recording, recorded by the external provider (such as, RingCentral, 8x8, ZoomPhone)

    • Call metadata, captured by the external provider

    • Call attempts and calls without recordings

    Data imported for web conference calls: 

    • Audio and video files: These can be recorded either by adding the Gong bot to the call, or if your provider is Zoom, set up the native Zoom integration so that calls can be recorded and ingested into Gong by Zoom.

    • Web conference metadata: details about the call are imported regardless of whether the call was recorded.

    Data imported for emails: 

    • Email subject and body, timestamps, recipients, and metadata

    Data imported for text messages: 

    • SMS participants, SMS body text

    Data imported for digital interactions: Gong integrates with a variety of platforms to provide a comprehensive view of the customer’s digital footprint. Those platforms include: 

    • Content Management System (CMS) digital interactions

    • Video Management System (VMS) digital interactions

    • Gifting Platforms digital interactions

    • Configure, Price, Quote (CPQ) digital interactions

    • Buyer Intent digital interactions

    How is the data used?

    Data captured by Gong is spread across the platform, for example, calls can be seen and listened to in the Home page, Conversations and Deals. Emails are displayed in the activity timeline for deal boards. Captured data is also used in Engage for advanced features like AI-generated follow-up emails and AI-generated call outcomes. Deal likelihood, deal warnings, the Win/Loss analysis, insights and coaching depend on captured data to provide analysis on your deal health and team productivity.

    Setting up data capture

    To see what data can be captured for each team member, see About managing team members.  

    Setting up data capture involves:

    • Ensuring the company and user settings are configured to allow data capture 

    • Ensuring your company settings are set up so calls can be recorded 

    • Integrating Gong with your providers for conference calls, telephony calls, calendar, emails, text messages and digital interactions

    • Configuring domains, email addresses, and other types of calls that should not be imported into Gong 

    This table lists the actions needed to set up your system to capture activities. All configurations are done in the Company settings page:

    Where to go

    What to do

    Why

    Data capture section

    Google Workspace or Office 365

    Connect to either Google Workspace or Office 365

    So that your team meetings, calendar and emails are imported to Gong

    Web conferencing

    Integrate your web conferencing provider

    So that your calls can be recorded and imported to Gong

    Note:

    You can set up the Zoom integration to record calls natively by Zoom and not with the Gong bot. See Native Zoom recording

     

    Telephony systems

    Supported telephony systems

    So that calls you make with telephony systems can be imported to Gong

    Gong Connect

    Set up the Gong dialer

    So that you can get virtual phone numbers to make calls via the Gong dialer

    Recording settings

    Define the recording settings

    So that you can define your call recording policy for the entire company. These settings are overridden for individual team members if their data capture settings differ from here.

    Recording consent

    Enable the Gong consent page

    So that Gong knows how to obtain recording consent from meeting participants

    Data protection privacy

    Security compliance

    Set your company data protection and privacy policies, for example, when emails, web conference calls shouldn’t be imported to Gong, and how calls can be shared with external contacts.

    Ecosystem section > Integrations

    Add integrations with tech partners

    So that you can see your customer’s digital activities, such as when they watched a video, visited your website, or signed a document in Gong.

    People section

    Team member provisioning

    Manage recording permissions when provisioning

    So that you can set different data capture settings for different groups of users.

     

    Team members

    Manage team members

    So that you can set different data capture settings for different team members

    Each team member, in their My settings page

    Each team member to connect their calendar

    Ask each recorded team member to connect their calendar to Gong

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