About Refract

Refract is a cloud-based software that helps businesses monitor sales calls and demos to identify revenue defining interactions. The call explorer allows supervisors to search through call data based on specific content or insights. 

Refract enables sales representatives to record and analyze calls to identify top performers and benchmark revenue-generating strategies. Managers can use AI-enabled call reports to gain insights into agent performance and share time-stamped coaching feedback and quality analysis or grading forms. Additionally, the triggered learning module lets team leaders automatically send video tutorials, knowledge and tips documents and relevant links to assist agents during sales calls.

Refract facilitates integration with sev...


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Supported Operating System(s):

Web browser (OS agnostic)

16 Reviews of Refract

Average User Ratings

Overall

4.50 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.0

Ratings Snapshot

5 stars

(10)

10

4 stars

(4)

4

3 stars

(2)

2

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 16 results

September 2018

Walter from Blue Smoke Consulting & SalesQB Detroit

Verified Reviewer

Company Size: 1 employee

Industry: Management Consulting

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

September 2018

Best Tool

Refract improves the effectiveness of coaching and allows me to quickly hear the challenges of the reps.

Pros

The flexibility of the software allows me and my clients many options in using the platform for coaching, training, and self analysis. The training is not just online, but live and available. Awesome.

Cons

It does not work to call directly out of all CRMs, but that seems to be changing.

May 2020

John from ExP

Verified Reviewer

Company Size: 2-10 employees

Industry: Professional Training & Coaching

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2020

The best of the best.

Wonderful!

Pros

Rich, rich data from your calls, enabling your coaches to get a true insight into what's happening in your sales teams. The excellent team behind it to support you and provide the help needed to re-think your sales approach.

Cons

Some integration challenges with Skype.

Reasons for Choosing Refract

Flexibility and process.

September 2018

Aaron from CollegeVine (formerly Admissions Hero)

Verified Reviewer

Company Size: 201-500 employees

Industry: Education Management

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

September 2018

Incredible support, needs a bit more time to bake.

Our business case has changed over our time with refract. Originally I was looking for training and onboarding assistance. Now it is monitoring. I really like the feature set but now look to integrations to be able to monitor from 1 place.

Pros

The team and product are fantastic, it's the learning curve which gets ya. Once you climb, functionality makes sense and you start to realize the leverage Refract promises. Features I really like include: - Full transcripts of calls - Rep/Prospect time allocation - Time based notes (comment on a specific section of the call)

Cons

As with any startup, the roadmap is changing. Features you'd like can take weeks or months but Support does a fantastic job bridging the gap. Shout out to CSR for her help! Areas of improvement include: - Search, the taxonomies could use an update to make finding things faster - Improved pricing, would ideally like a viewer and editor license. - Folders, I'd like improved storing of content based on specific use cases: Research, monitoring, training

May 2020

MIke from Sandler Training Silverstone

Verified Reviewer

Company Size: 1 employee

Industry: Professional Training & Coaching

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2020

A must for coaches

Fantastic, great implementation and support with my dedicated account manager [SENSITIVE CONTENT HIDDEN].

Pros

Call monitoring and analysis and scenario challenges are a game-changer in sales training.

Cons

A minor point, but I would like to be able to view my scenario challenges as thumbnails in order to recycle them for use in separate training programs.

February 2019

Nicola from Neopost Limited

Verified Reviewer

Company Size: 201-500 employees

Industry: Business Supplies and Equipment

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

February 2019

A Must Have

Since using Refract we have seen a month on month improvement through our agents calls. The type of conversations have now become more consultative and less transactional and this has resulted in better Sales opportunities with fantastic results. Everyone has embraced this tool and has now become part of our working day/week and coaching has become an exciting and enjoyable part of our role with amazing results.

Pros

The ease of use, makes this a must have tool. The information from the Insights gives you an incredible insight and a fuller understanding of each call. Add the grading form and smart tags and you then have all the tools to assist with your coaching and development. The support from Refract is quick, reliable and nothing is ever too much.

Cons

The transcript is not very accurate but this has not hindered how we use Refract at all.