Etech Global Services has partnered with CallMiner as its new preferred partner for artificial intelligence (AI) and customer experience analytics, enhancing its AI-enabledCX automation and conversation intelligence capabilities. Through this alliance, Etech can integrate and implement CallMiner’s powerful analytics and automation capabilities as part of its overall technology structure.
It will help the company gain improved transparency of customer interactions, faster operations, and additional performance insights for its enterprise clients. With ongoing business adjustments to cater to expanding customer demands and the escalating drive for operational efficiencies, businesses are beginning to rely heavily on AI-driven analytics for tangible business results.
96% feel that AI will enable them to better accelerate customer experience strategies and remain financially viable, compared to 91% in 2024 as reported by 2025 CallMiner CX Landscape Report. Through this partnership, Etech will leverage CallMiner’s conversation intelligence platform alongside its professional services expertise, real-time coaching platform and automated quality assurance platform Qeval.
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This blended approach will enable organizations to improve agent performance, optimize processes, enhance customer engagement and accelerate operational decision-making.
In addition to technology integration, the partnership also expands professional services capabilities. Etech’s ETSLabs division will become CallMiner Analyst Certified (CMAC), enabling the team to deliver certified professional services directly to CallMiner customers. The certification strengthens CallMiner’s services network by adding experienced contact center operators and analytics specialists who can support customer deployments and platform optimization initiatives.
ETSLabs will provide several specialized services for CallMiner clients, including rapid platform optimization engagements, automated quality assurance transitions, deployment health assessments, managed analytics services, and customized analytics projects tailored to individual business objectives.
“We’ve spent over a decade building one of the most technically capable contact center operations in the industry, with 4,000 people, a dedicated AI lab, and a team that’s delivered measurable outcomes for some of the most demanding brands in the market. CallMiner was one of the only platforms that met our standard,” said Jim Iyoob, President, ETSLabs and CRO Etech Global Services. “But what makes this partnership different isn’t the technology alone. It’s that our ETSLabs team is now CallMiner certified to deliver professional services directly to their customers. That means faster deployments, deeper optimization, and real ROI, not from a vendor, but from operators who’ve actually run contact centers. That’s a combination this industry hasn’t seen before.”
The partnership is also expected to expand into virtual AI agent initiatives through CallMiner OmniAgent. The companies plan to help organizations identify automation opportunities, deploy AI-driven customer service solutions, and continuously optimize customer interactions at scale.
“We’re excited about our new partnership with Etech, both as a technology and a professional services partner. Their deep industry expertise and commitment to measurable outcomes align perfectly with CallMiner’s mission to help organizations uncover and act on customer insights in meaningful ways,” said Jeff Gallino, CEO and founder, CallMiner. “Also, with ETSLabs’ certified analysts augmenting our services team, we can make it even easier for customers to get value out of the platform, whether that’s uncovering trends, improving agent performance, or automating processes and interactions. Together, we’re delivering intelligence that drives action.”