What feature in Sales Cloud allows users to gather insights from voice and video calls?

The feature within Sales Cloud that enables users to gather insights from voice and video calls is Call Explorer. This feature is designed to analyze and extract valuable information from calls, providing insights that can improve customer interactions and decision-making processes. Call Explorer leverages various analytics tools to assess call performance, track key metrics, and identify trends that may not be immediately apparent, making it a powerful tool for sales teams.

The other options do not focus specifically on gathering insights from voice and video communications. Next Best Action is geared towards suggesting actions based on customer interactions but does not specifically analyze call data. Einstein Copilot may assist with automated responses and workflow management but isn’t aimed directly at call insights. Flex Templates are customization tools for managing sales processes, which also do not relate to analyzing call data. Hence, Call Explorer stands out as the correct choice for extracting insights from voice and video calls.