Craft vs. Lace AI: The Complete Call Center Coaching Comparison (2026)
While Lace AI focuses on call center coaching, Craft covers your entire customer journey—from the initial call to the in-home appointment and post-appointment rehash. Plus, Craft's AI Agents actively identify and recover lost revenue opportunities.
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Call Center Coaching Is Just the Beginning
Lace AI can help you coach your call center team. But what about the technician who goes to the home? The rehash team following up on unsold estimates? The revenue opportunities slipping through the cracks? Craft covers every touchpoint in your customer journey—and our AI Agents actively recover the deals others miss. That's why home services leaders are switching.
Craft
Best Choice
Craft covers your entire customer journey—not just call center coaching
Complete customer journey coverage
AI Agents for revenue recovery
Real-time AI sales coaching
20+ Home Services CRM Integrations
In-home + call center + rehash
Significantly better value
Lace AI
Call center coaching
World-leading transcript accuracy
AI-powered coaching insights
Call center only—no in-home coverage
No AI Agents for revenue recovery
No real-time coaching
Enterprise pricing only
Enterprise pricing only
Feature-by-Feature Comparison
| Feature | Craft | Lace AI |
|---|---|---|
Call Center Coaching | ||
World-Leading Transcript Accuracy | ||
In-Home Sales Coaching | ||
Real-Time AI Coaching | ||
AI Agents for Revenue Recovery | ||
Complete Customer Journey | Call center + in-home + rehash | Call center only |
CRM Integrations | 20+ (ServiceTitan, Housecall Pro, etc.) | Limited |
Built for Home Services | Industry-specific workflows & terminology | Generic business coaching |
Custom Scorecards & Key Moments | Limited customization | |
Easy Onboarding | Complex setup | |
Pricing | Significantly better value | Enterprise pricing only |
Key Differences
Customer Journey Coverage: Craft covers your entire revenue journey—call center, in-home appointments, and rehash. Lace AI only covers call center coaching
Revenue Recovery: Craft's AI Agents actively identify and recover lost revenue opportunities. Lace AI has no equivalent feature
Real-Time Coaching: Craft provides live coaching during calls and appointments. Lace AI only offers post-call analysis
Home Services Focus: Craft is built specifically for HVAC, plumbing, electrical, and roofing. Lace AI offers generic business coaching
Shared Limitations
What Lace AI Are Missing
Call Center Only
Lace AI focuses exclusively on call center coaching—missing the revenue opportunities in field sales and rehash
No Revenue Recovery
Lace AI can coach your team but can't actively recover lost deals like Craft's AI Agents
Post-Call Analysis Only
Lace AI reviews calls after they happen—Craft provides real-time guidance during the conversation
Enterprise Pricing
Lace AI's enterprise-only pricing puts it out of reach for many home services companies
Coach Your Entire Revenue Journey
Call center coaching is just the start. Craft covers every revenue touchpoint—from the first call to the in-home appointment to the follow-up rehash. Plus, our AI Agents actively identify and recover lost deals. That's the complete picture Lace AI can't offer.
Why Choose Craft Instead:
Complete Customer Journey
Coach your call center, field technicians, and rehash teams—all in one platform
AI Agents for Revenue Recovery
Automatically identify lost revenue opportunities and recover them with AI-powered outreach
Real-Time Coaching
Guide your team during calls and appointments, not just after—when it actually matters
Built for Home Services
Industry-specific scorecards, terminology, and workflows for HVAC, plumbing, electrical, and roofing
Better Value
Enterprise-level features at a price that works for home services companies of all sizes
20+ CRM Integrations
ServiceTitan, Housecall Pro, and more—built specifically for your industry
Complete Comparison: Craft vs Lace AI
| Feature | Craft | Lace AI |
|---|---|---|
Call Center Coaching | ||
In-Home Sales Coaching | ||
Real-Time AI Coaching | ||
AI Agents for Revenue Recovery | ||
Complete Customer Journey | ||
CRM Integrations | 20+ Home Services CRMs | Limited |
Built for Home Services | ||
Pricing | Better value | Enterprise only |
Ready to Capture More Revenue?
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The Revenue You're Missing
Call center coaching is important—but it's only part of the picture. What about the technician in the home? The rehash team following up on unsold estimates? Every touchpoint is a revenue opportunity.
Lace AI coaches your call center. Craft coaches your entire revenue journey—and our AI Agents actively identify and recover lost deals while you focus on running your business.
Home services companies using Craft see higher close rates, more recovered revenue, and better customer satisfaction across every customer touchpoint.
The question isn't whether to use call center coaching. It's whether you can afford to leave the rest of your revenue journey uncoached.