What is Lace?

Every call (for syncing agents) is automatically transcribed and analyzed to determine:

• Whether the call was a qualified opportunity

• Whether an appointment was booked

• What objections prevented the customer from booking

• Opportunities for call handling coaching or improvement

This allows teams to better understand customer behavior, improve call handling, and capture more booking opportunities.

Who uses Lace?

Lace is used by anyone interested in improving call center performance and understanding what happens during customer calls.

Our clients use Lace across many roles within their organizations. The main roles we see using Lace:

CSRs / CXRs

CSRs use Lace to review calls, understand customer objections, and identify ways to improve how they handle conversations. For team members who are interested in developing their skills, Lace can also be a powerful tool for self-coaching.

Call Center Managers

Managers rely on Lace to monitor team performance, identify coaching opportunities, and better understand why calls are not being booed. Instead of reviewing random calls, managers can focus on interactions that have the biggest impact.

Leadership Teams

Leaders use Lace to understand booking trends, operational challenges, and overall call center performance across teams and locations. This helps inform decisions around staffing, training, and process improvements.

Marketing Teams

Marketing teams can also use Lace insights to better understand lead conversion of the campaigns being run. They can also use Lace to analyze calls that are not qualified. Marketing teams can also rely on Lace to compare performance across different markets, locations and efforts.

Why Lace Matters

Every call represents an opportunity to help a customer and grow the business.

Lace helps teams make the most of those opportunities by turning call data into clear, actionable insights that everyone in the organization can learn from.