Regulated programs with licensed agents. An AI engineering lab with 250+ engineers. Back-office processing, quality analytics, and multilingual support. Each site brings a specific capability. Together they form one operating model measured by QEval at every location, on every shift.
Design your delivery modelWHAT WE RUN FROM THESE SITES
Each region specializes. The US handles regulated work, licensed agents, and complex sales. Jamaica runs high-volume English-native voice. India builds the technology and processes the data. QEval measures all of it the same way.
Inbound voice, email, chat, and after-hours support. Retention and save programs. Complaint resolution and escalation management. Every interaction scored by QEval.
Outbound and inbound B2B and B2C sales. Champion-Challenger scripting methodology. Lead qualification, appointment setting, upsell, cross-sell, and win-back programs.
US-resident licensed agents for insurance, financial services, healthcare, and pharmaceutical programs. HIPAA, PCI, GLBA, TCPA, and state DOI compliance. 22 years, zero breaches.
250+ engineers building QEval, Voice AI, RTAA, Speech AI, and Automation. 14+ years of continuous SaaS delivery. 30 to 90 days from brief to production. Zero vendor dependencies.
Claims processing, data entry, document handling, order management, account reconciliation. Document AI and RPA for high-volume processing. QEval measures accuracy across back-office queues.
QEval scoring 100% of interactions at every site. Speech analytics, compliance monitoring, coaching workflows, and RTAA real-time agent guidance. One scorecard, one dashboard, no site-level drift.
UNITED STATES: 4 TEXAS SITES
Five onshore US sites in East Texas run the programs that require US-resident agents, state licenses, and compliance certifications. The CEO, COO, compliance office, and training organization are based across these sites. Agent tenure averages 6.3 years and monthly attrition stays under 5%, which means agents on regulated programs accumulate the domain knowledge that compliance requires.
Corporate Headquarters
The pilot site for every new program. When a client launches with Etech, the program starts in Nacogdoches under direct executive oversight. Once stable, it scales to additional sites. The training team, IT infrastructure, and quality analytics leadership are headquartered here.
PROGRAMS
LEADERSHIP
CEO, COO, CTSO, CHRO, Dean of Leadership Development on-site
INDUSTRIES SERVED
Operations Center
19+ years of continuous operations. Lufkin runs high-volume voice queues and houses the compliance office. Programs here tend to be long-tenure: agents accumulate years of product knowledge on the same client programs.
PROGRAMS
LEADERSHIP
AVP of Operational Excellence on-site. Compliance office at 106 North John Redditt Drive.
INDUSTRIES SERVED
Enterprise Sales Hub
The only metropolitan site in the network. Dallas draws from a larger, more specialized labor pool for technology-sector and enterprise sales programs. The SVP of Business Development is based here, keeping the sales organization close to clients.
PROGRAMS
LEADERSHIP
SVP of Business Development on-site
INDUSTRIES SERVED
Dedicated Program Sites
Low-attrition sites with some of the longest-tenured agent teams in the network. Designed for programs that benefit from deep product familiarity and minimal agent turnover. Palestine and San Angelo together provide additional capacity and geographic redundancy within the Texas footprint.
PROGRAMS
LEADERSHIP
Site-level operations management
INDUSTRIES SERVED
JAMAICA: MONTEGO BAY
NEARSHOREMontego Bay delivers English-first customer care and technical support with natural cultural alignment to US consumers. EST alignment means East Coast queues do not require overnight shift staffing. The same QEval scorecard, the same training methodology, and the same servant leadership culture as every US site.
Programs
Advantages
INDIA: GUJARAT
OFFSHOREGandhinagar and Vadodara house the ETSLabs engineering center plus back-office and data operations. The EVP, AVP of Operations, and AVP of Product Strategy are on-site in Gandhinagar. This is where QEval, Voice AI, RTAA, Speech AI, and Automation are built, tested, and maintained. 14+ years of uninterrupted SaaS delivery. 600+ team members across both sites.
GANDHINAGAR
VADODARA
COVERAGE MODEL
Each site operates around the clock on its own. Your program does not depend on routing calls to another country for after-hours coverage. Follow-the-sun routing across three countries adds disaster recovery. If one region goes down, the remaining sites absorb volume within 4 hours.
TIME ZONE
CST / CDT (UTC-6 / UTC-5)
SITES
Nacogdoches, Lufkin, Palestine, San Angelo, Dallas
TIME ZONE
EST (UTC-5, no DST)
SITES
Montego Bay
TIME ZONE
IST (UTC+5:30)
SITES
Gandhinagar, Vadodara
Disaster recovery built into the operating model
Queue routing, agent skill mapping, and QEval scorecards are centralized. If one site or region goes down, remaining sites absorb volume. Because every site already runs 24/7, failover does not require spinning up overnight shifts at a backup location.
INDUSTRIES BY REGION
Programs with regulatory requirements run from US-licensed sites. Consumer voice programs that need English-native agents and US time zones run from Jamaica. Engineering and back-office processing run from India. The match is driven by what the program needs, not by cost optimization alone.
Regulated industries requiring licensed US-resident agents, HIPAA/PCI/GLBA compliance, and state-specific certifications run from Texas.
Consumer-facing English voice programs where US cultural alignment and time zone proximity are priorities.
Platform engineering for all verticals. Back-office and data operations for programs that benefit from scale and overnight processing.
ONE QUALITY STANDARD
Same scorecard. Same standards. Same visibility. Whether the call runs through Nacogdoches at 2 PM or Gandhinagar at 2 AM, QEval analyzes 100% of interactions against the same criteria. One dashboard. One quality standard. No site-level drift.
Interaction coverage
Every call, chat, and email scored by QEval. No sampling. No site exceptions. No shift exceptions.
Unified dashboard
Multi-site operations visible in a single QEval view. Filter by site, program, agent, shift, or time period.
Site-level scoring drift
Calibration runs across all 7 sites simultaneously. The scorecard does not change based on geography or time zone.
LANGUAGE CAPABILITIES
All sites staff English-speaking agents. US sites add bilingual Spanish capability. Voice AI extends coverage to 35 languages with accent augmentation, noise cancellation, and live translation through Speech AI. No subcontracting to third-party language vendors.
Human agents (all sites)
Speech AI capabilities
VOICE AI LANGUAGES
35 languages supported
Sites, all 24/7
Team members
Zero breaches
Average tenure
Engineers (India)
CERTIFICATIONS AND COMPLIANCE
RUN / SEE / BUILD
Customer care, sales, back-office, and regulated programs across 7 sites in 3 countries. Under 5% monthly attrition. 6.3-year average tenure. Servant leadership. 24/7 at every site.
QEval scores 100% of interactions at every site using the same scorecard. One dashboard. Zero site-level drift. Speech analytics, coaching, compliance monitoring, and RTAA.
250+ engineers at ETSLabs in India building QEval, Voice AI, RTAA, Speech AI, and Automation. 14+ years SaaS. 30 to 90 days from brief to production. Zero vendor dependencies.
TELL US ABOUT YOUR PROGRAM
Onshore, nearshore, offshore, or a combination. Every site runs 24/7 with QEval. Tell us what you need and we will show you how the delivery model works for your specific program.
Or call us directly: 936-559-2200
