2026Craft vs Balto
Real-time coaching that stops at the contact center, or follows the sale home.
Balto is real-time agent assist and QA for contact centers across many industries, insurance first, on a desktop softphone.
Craft is built only for home improvement and runs the full revenue cycle on one system: the call, the in-home sale, and the customer after the sale.
Trusted by leading home improvement operators
Why teams choose Craft over Balto.
Coaching the call is where the work starts. Craft gives your team one system to book, coach, and close.
Built only for home improvement.
Windows and doors, bath and kitchen, siding, flooring, roofing. The rep is coached in the home on a mobile phone. Balto is horizontal and needs a desktop softphone.
One system, the whole revenue cycle.
Answer and book the call, assist and score the agents, coach the in-home sale, score and assign the lead, follow up after the sale. Balto's coverage ends at the contact center.
Scores the lead and assigns the rep.
Scores the lead on what the customer said, books the appointment most likely to close, and assigns the rep most likely to win it while the customer is still on the phone.
When to choose Balto
Balto
You run a contact center on a desktop softphone in any industry, want real-time agent assist and QA there and nothing past the call, and need PCI redaction or HIPAA tooling for insurance or healthcare work.
When to choose Craft
Craft
You sell windows and doors, baths and kitchens, siding, flooring, or roofing and want a system built only for home improvement that runs the call, the home, and the customer after the sale together: the lead answered and booked, agents assisted and scored, the in-home appointment coached, and the customer followed up after the sale.
How Craft and Balto compare
Both coach the agent live while the caller is on the line. If your contact center sits outside home improvement, in banking, insurance, healthcare, or retail, Balto covers that ground and Craft does not.
What the product does
- Craft
- Real-time guidance for agents, and for reps in the home.
- Balto
- Real-time guidance for contact center agents, across many industries.
Live agent assist
- Craft
- Comparable: the agent sees the next best thing to say during the call.
- Balto
- Comparable, for contact center agents at the desk.
QA scoring
- Craft
- Comparable: every contact center call scored.
- Balto
- Comparable: every contact center call scored.
Where it runs
- Craft
- The desk and the field, including a phone in the customer's home.
- Balto
- The desktop softphone. Built for seated agents.
The in-home appointment
- Craft
- Recorded and coached in real time, including the mid-appointment checkpoint.
- Balto
- Out of scope. Balto covers the contact center.
AI voice agent
- Craft
- 24/7 answering and booking on voice, SMS, email, and web chat.
- Balto
- Togo answers in the contact center. No in-home or field agent.
Revenue cycle covered
- Craft
- The call, the contact center, the in-home sale, and the customer after it.
- Balto
- The contact center conversation.
Vertical focus
- Craft
- Home improvement and roofing only.
- Balto
- Horizontal. Banking, insurance, healthcare, retail, and more.
Pricing model
- Craft
- Quoted by team size.
- Balto
- Not published.
Best for
- Craft
- Home improvement teams who want the same coaching at the desk and in the home.
- Balto
- Contact centers outside home improvement: banking, insurance, healthcare, or retail.
Sources: Balto website and public materials, July 2026. Contact us for corrections.
FAQs
Balto is real-time agent assist and QA for contact centers, horizontal across many industries with insurance first, with a mature coaching UI, PCI redaction, and HIPAA tooling. Its coverage ends at the contact center: no in-home coaching, no lead scoring or rep assignment, and a voice agent focused on the contact center. Craft is built only for home improvement and runs the full revenue cycle on one system: AI agents that answer and book the call, live agent assist and QA for contact center agents, in-home recording and coaching, lead scoring and rep assignment, and follow-up with the customer after the sale.
No. Balto coaches and scores the call itself, and what happens to the lead afterward is up to your team. Craft scores the lead on what the customer said, books the appointment while the customer is still on the phone, and assigns the rep based on geography, capacity, and lead value.
No. Balto requires a desktop softphone and does not run on cell phones, so it covers the contact center only. Craft runs on any mobile device, records the in-home appointment, and coaches the rep in real time.
Balto does not publish prices and quotes each account. Third-party guides report roughly $100 or more per agent per month. Craft is quoted by team size.