ETSLabs builds automation tools specifically for contact center operations. RPA that understands agent workflows. Document AI that processes at scale. Custom integrations that connect your systems without middleware. All built by our 250+ engineer technology division.
No per-bot licensing. No vendor roadmap. Operations drives the build.
AUTOMATION CAPABILITIES
Rules-based bots that handle repetitive agent tasks: data entry, system navigation, form completion, status updates across multiple applications.
Intelligent document processing for contact center operations: extraction, classification, validation, and routing for claims, applications, and correspondence.
Purpose-built connectors between CRM, telephony, ticketing, and knowledge systems. No middleware layer. Direct system-to-system data flow.
Multi-step process automation that coordinates across systems, with exception handling, escalation rules, and human-in-the-loop oversight.
Machine learning models for routing, prioritization, and categorization. Trained on your operational data, refined by 100% interaction analysis.
THE DIFFERENCE
Most BPOs license automation from third-party vendors and pass the cost to clients. When something breaks, they open a vendor ticket and wait. When a feature is missing, they submit a request and hope.
ETSLabs builds automation from the ground up. When operations identifies a gap on Tuesday, engineering can ship a fix by Friday. That responsiveness is what zero vendor dependencies actually means in practice.
Operations drives the roadmap
Vendor roadmap controls features
No per-bot licensing fees
Per-bot and per-process licensing
Purpose-built for CX workflows
Generic enterprise automation
Direct system-to-system integration
Middleware and API gateway layers
Same-week fixes and enhancements
Quarterly release cycles
Engineers sit with the operations team
Vendor support through ticket queues
HOW WE BUILD IT
Every automation project starts with operational data, not a vendor demo. QEval's 100% interaction analysis shows exactly where time goes, where errors occur, and where automation creates the highest return.
We audit your existing workflows, measure where agents spend time on repetitive tasks, and map the processes that absorb capacity without adding value. This assessment uses data from QEval's 100% interaction analysis, not estimates.
ETSLabs engineers design automation that fits your specific systems and workflows. Not a generic template configured for your use case. A purpose-built solution with direct integrations to your CRM, telephony, and ticketing platforms.
Engineers build the automation in parallel with your live operation. Testing happens against real data and real edge cases, with operations staff validating every workflow before production deployment.
Phased rollout with monitoring at each stage. Typical deployment: 30-90 days from requirements to production. No multi-month implementation cycles. No parallel testing environments that never match reality.
QEval monitors the automated processes the same way it monitors human performance. When the automation misroutes, misclassifies, or misses an exception, the data surfaces it and engineering iterates.
Every automation runs under QEval monitoring. The same system that evaluates human performance evaluates automated processes. When the bot fails, the data captures it. That is why our automation improves continuously.
AUTOMATION IN ACTION
Documented results from automation deployments across contact center operations. Client names available under NDA.
CHALLENGE
Claims intake required agents to navigate 4 systems per call, manually entering the same data into each. Average handle time exceeded benchmarks by 40%.
SOLUTION
Document AI extracts claim data from uploaded files. RPA populates all four systems simultaneously. Agent validates and approves rather than re-entering.
RESULTS
CHALLENGE
Post-call wrap-up consumed 2-3 minutes per interaction. Agents manually summarized calls and updated disposition codes across CRM and ticketing systems.
SOLUTION
AI-powered call summarization with automatic disposition coding. Custom integration pushes structured data to CRM, ticketing, and QA platforms simultaneously.
RESULTS
CHALLENGE
Appointment scheduling required checking availability across 155+ provider locations. Manual lookup added 3-5 minutes per call and introduced scheduling errors.
SOLUTION
Workflow orchestration connects scheduling systems across all locations. Real-time availability, automated conflict detection, and confirmation workflows.
RESULTS
INTEGRATION ECOSYSTEM
ETSLabs builds direct integrations to the platforms contact centers actually use. No API gateway abstraction layers. No middleware that adds latency and failure points. System-to-system connections maintained by the same engineers who built them.
THE FULL STACK
Licensed automation tools do not know your agents, your customers, or your compliance requirements. Ours does, because the same company runs the operation, measures the performance, and builds the technology.
Automation reduces agent effort on repetitive tasks, but trained people still handle the exceptions, the complaints, and the judgment calls. Our agents average 6.3 years of tenure because we invest in them.
Learn moreQEval monitors automated processes the same way it monitors human performance. When a bot misroutes, misclassifies, or misses an edge case, the data surfaces it. 100% visibility across all interactions.
Learn moreAutomation is one capability within ETSLabs, our 250+ engineer technology division. RPA, Document AI, workflow orchestration, Voice AI, and the analytics platform are all built in-house.
Learn moreENTERPRISE SECURITY
Every automation built by ETSLabs inherits the same security posture that protects our contact center operations. Data encryption at rest and in transit, role-based access controls, and audit logging on every automated action.
Annual security controls audit
Information security management
Payment card data protection
Healthcare data compliance
EU data protection regulation
Certified minority-owned enterprise
Tell us which processes absorb capacity without adding value. We will show you what 250+ engineers can build in 30-90 days.
