Craft is the Lace AI alternative for contact center coaching
Lace AI started in call center QA and added an AI CSR in 2026. Craft covers your entire customer journey—the initial call, the in-home appointment, and post-appointment rehash—with real-time coaching for your human agents while the call can still be won.
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Call Center Coaching Is Just the Beginning
Lace AI can score your call center's conversations. But what about coaching the agent while the caller is still on the line? The rep who goes to the home? The rehash team following up on unsold estimates? Craft covers every touchpoint in your customer journey, and the QA data feeds rep assignment, follow-up campaigns, and revenue intelligence instead of stopping at a dashboard.
Craft
Best Choice
Craft covers your entire customer journey—not just call center coaching
Complete customer journey coverage
Real-time agent coaching (Live Assist) during the call
In-home sales recording and coaching
Context-aware follow-up on unsold estimates
20+ Home Services CRM Integrations
Scales with your team
Lace AI
Call center coaching and QA (their original product)
QAs 100% of inbound calls
AI CSR launched in 2026
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No real-time agent-facing coaching during the call
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No in-home / field sales component
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No follow-up built from appointment context
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AI CSR is a recent addition to a QA-first product
Quote-based
Feature-by-Feature Comparison
| Feature | Craft | Lace AI |
|---|---|---|
Call Center Coaching & QA | ||
AI Voice Agent (AI CSR) | Launched 2026 | |
Real-Time Agent Coaching (Live Assist) | — | |
In-Home Sales Coaching | — | |
Context-Aware Estimate Follow-Up | — | |
Complete Customer Journey | Call center + in-home + rehash | Contact center only |
CRM Integrations | 20+ home improvement CRMs | Contact vendor for current list |
Home Improvement Depth | Purpose-built workflows for in-home selling | Home services focus, no field product |
Custom Scorecards & Key Moments | ||
Pricing | Scales with your team | Quote-based |
Sources: Lace AI website and public materials, July 2026. Contact us for corrections.
Key Differences
Platform origin: Lace started as a QA and call-scoring company and added an AI CSR in 2026. Craft's contact center product was built as part of a full-journey platform, so QA and coaching data feed rep assignment, rehash campaigns, and Craft Intelligence
Real-time agent coaching: Craft's Live Assist guides agents during the conversation, when the booking can still be saved. Lace's coaching arrives after the call
Customer journey coverage: Craft covers the call center, the in-home appointment, and the follow-up. Lace has no field component and no appointment-context follow-up
Voice quality: Prospects who have heard both platforms tell us Craft's voice agent sounds significantly more natural. Test any agent you evaluate on real calls
Shared Limitations
What Lace AI Are Missing
No Field Component
Lace coaches the phone call. It has no visibility into the in-home appointment where most home improvement revenue is won or lost
Coaching After the Fact
Lace reviews and scores calls after they happen. Craft coaches agents live, while the caller is still on the line
No Context-Aware Follow-Up
Lace can't build follow-up from what happened at the appointment, because it never sees the appointment
Siloed Coaching Data
Lace's QA data stops at the contact center. Craft's QA feeds rep assignment, rehash, and revenue intelligence across the journey
Coach Your Entire Revenue Journey
Craft covers every revenue touchpoint, from first call to in-home appointment to rehash, and coaches agents live while the call can still be won.
Why Choose Craft Instead:
Complete Customer Journey
Coach your call center, field reps, and rehash teams, all in one platform
Live Assist
Real-time guidance for human agents during the call, confirmed as a gap in QA-first tools
Context-Aware Follow-Up
Every unsold estimate gets follow-up built from the actual conversation
Built for Home Improvement
Industry-specific scorecards, terminology, and workflows for in-home selling
One Data Layer
QA, coaching, follow-up, and rep assignment share the same conversation record
20+ CRM Integrations
Salesforce, improveit 360, Lead Perfection, AccuLynx, and more
Complete Comparison: Craft vs Lace AI
| Feature | Craft | Lace AI |
|---|---|---|
Call Center Coaching & QA | ||
AI Voice Agent | ||
Real-Time Agent Coaching (Live Assist) | — | |
In-Home Sales Coaching | — | |
Context-Aware Estimate Follow-Up | — | |
Complete Customer Journey | — | |
CRM Integrations | 20+ Home Improvement CRMs | Contact vendor |
Pricing | Scales with your team | Quote-based |
Sources: Lace AI website and public materials, July 2026. Contact us for corrections.
Ready to Capture More Revenue?
Join hundreds of home services companies using Craft to book more jobs and close more sales.
The Revenue You're Missing
Call center QA matters, and Lace does it. The gaps show up after the score is posted: nobody coached the agent while the booking could still be saved, nobody captured what happened in the home, and the follow-up on the unsold estimate is flying blind.
Craft coaches your entire revenue journey: live agent guidance on the call, real-time coaching in the home, and follow-up built from what the homeowner actually said.
Craft customers are seeing about a 31% lift in sales across the journey. Leaving everything after the phone call uncoached is where that lift comes from.