NACOGDOCHES, TX – October 29, 2025 — ETSLabs, the innovation division of Etech Global Services, has won the 2025 ICMI Global Contact Center Award for Best New Technology Solution, one of the industry’s most recognized honors for contact center innovation.
The award recognizes QEval®, ETSLabs’ AI-driven platform for contact center performance management that unifies real-time quality monitoring, automated coaching, and data integration—bridging the gap between data and action.
The ICMI Global Contact Center Awards recognize organizations that advance the industry through measurable innovation, successful deployment, and demonstrable impact on customer and agent experience. Winners were announced on October 29, 2025, at the ICMI Contact Center Expo in Orlando, Florida.
Bridging the Gap Between Data and Action
“Contact center leaders face a persistent gap between data availability and actionable insight,” said Matt Rocco, CEO of Etech Global Services. “QEval® was designed to close that gap—turning quality metrics into immediate coaching interventions and linking performance data directly to outcomes that matter: revenue, retention, and customer trust.”
Built from 25 years of operational expertise, QEval® embodies Etech’s philosophy that technology should enhance human performance rather than replace it.
“QEval® was built by operators for operators to eliminate bias, listen to every conversation, and deliver actionable insights in the moment,” said Jim Iyoob, Chief Customer Officer of Etech Global Services. “When insights arrive in real time, something simple but profound happens—insight fuels courage. Teams move from reactive firefighting to proactive leadership. QEval® unifies the view, transforms quality data into daily coaching, and connects performance directly to business results.”
Operational Performance at Scale
QEval® has delivered measurable results across global contact centers:
- 1 billion+ customer conversations processed across voice, chat, and email channels
- 100% interaction coverage through AI-driven quality scoring (versus 1–3% manual sampling rates)
- Week-based deployment timelines, compared to traditional 6–9 month implementations
- Real-time compliance monitoring with automated alerts for regulatory deviations and risk identification
- Automated coaching recommendations enabling data-driven supervisor interventions and targeted training
By eliminating the delay between identifying quality issues and taking corrective action, QEval® enables supervisors to respond in the moment—preventing escalations, improving compliance, and enhancing both agent and customer experiences.
Connecting Quality Metrics to Business Performance
The contact center industry has evolved from viewing quality assurance primarily as a compliance function to recognizing it as a driver of customer retention and revenue performance.
QEval® addresses this evolution by connecting operational metrics to business outcomes with minimal delay between insight and action.
Drawing on Etech’s 25 years of operational intelligence from managing customer interactions across nine contact centers, ETSLabs developed QEval® to solve recurring leadership challenges: fragmented data systems, delayed coaching interventions, and metrics that fail to predict customer behavior or business results.
About ETSLabs and Etech Global Services
ETSLabs analyzes over 1 billion customer interactions annually, providing AI-driven insights that reshape how contact centers operate. We’re not building theoretical tools. We’re building from 20 years of running high-volume operations at scale.
Etech Global Services, a certified minority-owned business, manages more than 200 million customer interactions annually across nine contact centers in three countries. We’ve handled the complexity of healthcare, financial services, retail, telecommunications, and technology verticals. That operational reality is embedded in everything ETSLabs develops.
Our platform translates what actually works in the field into deployable AI that moves real business metrics. We know the obstacles because we’ve managed them at enterprise scale.