Refract

Vorteile

Has much of the features of far more expensive competitors in this space that cost upwards of $20k-$30k.

Support team is amazing - helpful - responsive - innovative. Helps me get team using it.
Product continues to improve.

Above all though, allowed us to create process & score people on their ability to work it when it comes to sales & success team conversations.

Nachteile

Interface is a bit clunky, some of the integrations need improvement - but i see those as areas to improve with the "nice to have" areas. the "need to have" which is the core of the product has always been smooth sailing & effective.

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Vorteile

Analytics, Scenario Challenges, On-Boarding, Content Uploads

Nachteile

UI could do with some updating, and can sometimes lag in Google Chrome as it's web-based, but not too taxing

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Vorteile

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)

Nachteile

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

Vorteile

The software makes a trainers job like mine really effective and easier. It allows the learner to hear and see first hand what they are great at and equally what needs to improve and how. The extra features that highlights the % of time a learner speaks compared to the amount of time their prospect or customer speaks is absolutely a game changer.

What's unique is the software's ability to stop a call and put 'notes / tags' on key points is truly in a league of its own. Most learners I know haven't got the patience to sit listening to a call from start to finish. This function allows them to get what they need to know very quickly and then apply what they've learned.

Using this software enables me to accelerate learning QUICKLY.

Nachteile

Nothing. Totally happy with it. Just wish I'd found it earlier!

Vorteile

Ease of use, the platform is simply constructed to ensure that uptake from users is fast and easy to manage.

Nachteile

Initially the insights supplied by the platform looked incredible, but access to the underpinning data was an issue.

This is not really a "con" though as the team very quickly worked to provide a work around to the issue.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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

Vorteile

Software is very easy to use and understandable to navigate. Allows the user to spend their time on items that are most important that ultimately drive results.

Nachteile

Would love to see an easy to use App for sales reps in the field.

Vorteile

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.

Nachteile

Some integration challenges with Skype.

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Vorteile

Insights - in particular speaking vs. listening, questions per call quartile
Grading - allowing common fail areas to be identified and coached

Nachteile

Transcriptions - not as accurate as I would have thought, along with no You vs. Them (as we don't currently have dual stream recording)

Vorteile

This software is so easy to use and saves hours of time sifting through calls.

Nachteile

Make the system suggest some words to set up as alerts for good or bad based on the calls it hears so for instance if hears the word really upset a lot it would add it to the suggested list of words so that you can then choose to add as a bad or a good word to report on

Vorteile

- The inbuilt AI, insights generated are very interesting and help frame a coaching session.
- System is easily manipulable / configurable to our needs
- Very user friendly
- Scenario Challenges are excellent

Nachteile

- Automated call uploading; This has taken a little longer than anticipated (probably as a result of our recording system) but we should get there soon.

Vorteile

What I like most are all the well thought out features that have been developed for this recording service.

Nachteile

What I like least is that so far it has been a slow start to be able to fully utilize all the features that we were sold on.

Vorteile

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

Nachteile

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.

Vorteile

The possibilities it can create. Overall this is going to make us more transparent in the training department and provide structure to our training. It will give staff confidence in their abilities whilst supporting them in areas they may require support and training.

Nachteile

There are so many thing you can do with the software and use it for, it can be a little mind boggling to begin with at knowing where to start and how to get the most out it to suit our business.

Vorteile

Empowers effective sales coaching for both salespeople and managers. A great way to ensure continuous flexible implementation. First class account management and support. Professional. It personable.

Nachteile

Bit tricky on a iPad. It seems to being addressed.

Vorteile

Encourages more coaching of staff and speeds up the ability to coach. The tagging of calls works well and it is this that enables us to speed up coaching.

Nachteile

The transcripts of the calls is poor and was a key function that was purchased.

Vorteile

The system has been great so far for sharing exact moments of calls both ways between my team and me.

Nachteile

I struggle with the accuracy of the script that goes with the audios as often it is quite inaccurate

Vorteile

Grading forms
Adaptability
Organisation

Nachteile

Limited Reporting
Insight transcriptions

Vorteile

The help I received from CSR. The product was easy to use.

Nachteile

When I first started using Refract, we had not figured out that the sales rep could use their smartphone to record the call.

Vorteile

Intuitive to use
Sharing of moments
Browser based

Nachteile

Still need to integrate calls for automatic upload

Vorteile

Pretty intuitive overall and a fun way for trainees to practice positioning, differentiating, objection handling and more. Excellent tool if you are training folks in other time zones.

Nachteile

I think it works well! The look is not as pretty as I am used to seeing in software these days but it does the job.