Replicate Your Top Performers

Map your success DNA. Refract unlocks what your best inside sales reps and agents do differently, and what happens in your conversations with successful outcomes - to level jump performance and revenue across the team. Maximize your ROI and coach at scale, finding the right conversations and moments that move the needle.

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What Do Your Top Performers Do Differently?

Trust your data, not big data. What leads to successful outcomes from your calls? What do your top performers do differently? Our AI Insights unlock conversation intelligence, revealing the DNA of calls that lead to successful outcomes and revenue, what each rep is doing in their conversations, and the coachable insight to level-jump performance and results.

  • AI-driven analysis that reveals what leads to success for your team
  • Reveal what top performers do differently and what leads to successful outcomes, to clone across the team.

The DNA of success, on your calls 

AI insights reveal what happens in your conversations that lead to successful outcomes, what your top performers do differently and surface insight for every call.

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Find the mistakes, missed opportunities and playbook moments

A ‘Google’ style search of the contents of every call from every agent - what did your reps or prospects say, actions taken, topics discussed, and insights such as talk/listening or questions asked.


Coach at Scale

No more ride-alongs. Let Refract do the heavy lifting and accelerate your ROI. We find the key calls and tag key moments, with AI-driven insight from every call, to add your timestamped coaching feedback and optionally your QA or grading form.


Your Virtual Sales Coach on Every Call

Triggered learning will send videos, links or documents based on conversation content, giving your reps just-in-time resources and knowledge that help them increase revenue.


Accelerate ramp time from on-boarding to superstar

Easily ramp new hires by providing a curated library of your own real-world playbook calls and moments, accessed on-demand.


Voice of the Customer

Reveal the unfiltered voice of customers or prospects, the words and phrases they use, the questions they ask, the objections they give. Create Business Intelligence by unlocking the black box.

A Ten Fold Return For Onboarding

For Jason Ring (Global Head of Inside Sales at Global Shares) Refract enabled him to multiply himself. Allowing the company to onboard 5 new hires, in very challenging conditions, 100% remotely.

He shares how, using Refract, he no longer needs to sit alongside reps and listen in, spreading himself too thin. With all calls recorded and analysed he is able to retain visibility, in a fraction of the time, and in the current times - remotely.




Find the Conversations That Matter

Your Google search of every call. Find the calls and moments where revenue is won and lost - the mistakes, missed opportunities and playbook moments to share. Search for topics, words and phrases spoken, together with insights such as talk time or questions asked, by types of call, date, and which agent or team.

  • Calls where a competitor is name checked by the prospect, pricing is discussed but there are no next steps? No problem!
  • Create searches and alerts to run with just one-click.

Coach at Scale - The Heavy Lifting is All Done For You

You’ve found the valuable calls to dive into, key moments are automatically timestamped and insights such as call listening ratio across the call, questions asked, filler terms and your keywords/phrases are revealed on every call.

  • Leave timestamped coaching as text, audio or video feedback.
  • Your grading or QA forms, tied to the moments that contribute and recording.
  • Share playbook moments or calls with the team or library, or even create a scenario challenge from a real-life moment.
Review and Coach Sales Calls
Integrations - double res

Integrations Built For Inside Sales

Refract integrates with the systems and tools that Inside Sales teams rely on every day. A wide array of telephony systems, CRMs, call dialers, and call recording systems are supported today, with a comprehensive integrations road map ahead of us.

Our integrations include these and many more.

“We use Refract and its power to be able to give us insights into exactly what happens on every call. We then use this to coach each of the agents to strengthen their abilities, to be able to make those calls more effective.”

Samir Patel - Inside Sales Director - NEOPOST