The applied AI lab inside Etech Global Services. 250+ engineers. 14+ years of SaaS delivery. 30 to 90 days from brief to production. Zero vendor dependencies.
ETSLabs is the AI and engineering division of Etech Global Services. We build the technology our contact center operations run on, QEval for quality analytics, Voice AI for conversation automation, RTAA for real-time agent guidance, and Speech AI for voice enhancement.
THE APPLIED AI HUB INSIDE ETECH
Every platform ETSLabs ships is already running in production, not in a sandbox, not in a pilot. In live contact center queues.
Operations Informs Engineering
Every product starts with a real operational gap. Engineers sit with agents and supervisors, not in isolation. The feedback loop between the operation and the lab is measured in hours, not quarters.
Zero Vendor Dependencies
ETSLabs built the LLM, the QA platform, the speech models, and the automation layer. When the operation needs something that does not exist, engineers build it. No ticket. No roadmap dependency.
Measured from Day One
Every capability ETSLabs ships is measured on QEval from day one. The same platform that manages agent performance manages Voice AI performance. That is what makes the 30 to 90 day deploy window defensible.
PRODUCT SUITE
Six platforms the hub ships into live contact center operations. Each one is built in-house, integrated with the others, and measured on QEval from day one of deployment.
Performance Management Platform
100% interaction analysis, AI-powered quality scoring, coaching automation, compliance monitoring, and customer insights. Not 2-5% sampling. Every interaction, scored and understood.
ICMI Best Technology 2025Conversational AI Agents
Proprietary LLM-powered voice agents across 35 languages. Natural conversation, intent recognition, workflow execution, and human handoff with full context preserved.
35 languages supportedReal-Time Agent Assist
In-call guidance that surfaces next best actions, compliance alerts, and knowledge base recommendations while the agent is still on the line. Not post-call. Real-time.
Voice Enhancement
Accent augmentation, noise cancellation, speech enhancement, and live translation across 35 languages. Call quality that enables global operations from any location.
Sanas integrationProcess & Document AI
RPA, document processing, workflow orchestration, and custom integrations. Back-office processes that previously required manual effort, automated and monitored.
Custom-built solutions80+ Pre-Built Integrations
Five9, Talkdesk, Genesys, NICE, Avaya, Salesforce, HubSpot, Zendesk, ServiceNow, Calabrio, Verint, and dozens more. Connects to your existing stack without rip-and-replace
80+ integrationsEXPLORE THE PLATFORM
See how QEval runs AI scoring, speech analytics, coaching workflows, compliance screening, and balanced scorecards across 100% of interactions. Not 2-5% sampling. Every interaction, scored and understood.
Enter your program parameters and see the Year 1 savings across three levers: RUN people efficiency, SEE QEval performance lift, and BUILD Voice AI deflection. Live recalculation. Ungated. Conservative defaults anchored to documented Etech outcomes.
HOW ETSLABS SHIPS
The hub ships into production because it starts in production. Every step runs against real caller behavior, real QA data, and real operational constraints. Not a proof of concept. Not a vendor sandbox.
Every platform in our stack is built and maintained by ETSLabs engineers.
What the QA and analytics data actually shows. Not what the roadmap assumes. When 576,572 OEM warranty interactions ran through 500+ analytics categories, the process gaps were visible before any solution was specified.
Engineers sit with agents and supervisors, not in isolation. The insurance CAT surge that put 924 agents online in 72 hours was built on a handoff architecture prototyped inside the operation.
Not synthetic data. Not a sandbox. The retail peak-flex program that tripled capacity in 30 days was piloted on a live queue from day one. QEval scored the pilot population the same way it scored the base.
30 to 90 days to stable operating metrics. The Voice AI program that holds 45% deflection across an enterprise technology program reached that number in 60 days on a live queue.
Every ETSLabs capability is measured on the same platform it manages. Voice AI deflection, RTAA NBA acceptance, Speech AI clarity scores, all on QEval. Continuous improvement as a data operation, not a judgment call.
This is what separates a technology-enabled BPO from a BPO with licensed technology. When you need something that does not exist off the shelf, we build it. In weeks, not quarters.
ETSLABS BY THE NUMBERS
INTEGRATION ECOSYSTEM
ETSLabs products connect to your existing technology stack through 80+ pre-built integrations. Telephony, CRM, workforce management, and more. If an integration does not exist, our engineers build a custom one in 2-4 weeks days.
Telephony
CRM
WFM
ENGINEERING STACK
Our 250+ engineers work across the full modern stack. Multi-cloud architecture. Multiple AI model providers for the right model on the right task. No single-vendor lock-in at any layer.
LANGUAGES & FRAMEWORKS
AI & ML MODELS
CLOUD INFRASTRUCTURE
DATA & ML OPS
ENTERPRISE SECURITY
Every ETSLabs product is built to meet enterprise security and compliance requirements. Our infrastructure, processes, and engineering practices carry the certifications that procurement teams require before any evaluation begins.
View Security & Compliance detailsAnnual security controls audit
Information security management
Payment card data security
Healthcare data compliance
EU data protection
Certified minority-owned business
GET STARTED
Tell us the operational gap. We will show you what our engineers can build, what timeline it requires, and what outcomes to expect. No pitch deck. Straight answers from the people who build it.
