Etech and CallMiner partner to combine AI-driven conversation intelligence, analytics, and professional services to optimise customer experience at scale.
Etech Global Services has selected CallMiner as its primary partner for AI-powered analytics and conversation intelligence across its contact centre operations.
The partnership enables Etech to integrate CallMiner’s analytics and customer experience automation capabilities directly into its platform, improving operational visibility, customer insights, and performance management.
According to the companies, organisations are facing increasing pressure to modernise customer experience operations while improving efficiency and reducing operational costs.
Research cited by CallMiner found that 96% of organisations believe AI will help optimise customer experience strategy during periods of financial pressure.
The partnership combines CallMiner’s conversation intelligence platform with Etech’s professional services, automated quality assurance capabilities, and real-time coaching systems.
According to the companies, the combined offering is designed to help organisations improve agent performance, automate quality management, optimise customer interactions, and strengthen operational decision-making.
“We’ve spent over a decade building one of the most technically capable contact centre 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.
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Expanding AI-Driven CX Analytics and Automation
As part of the agreement, Etech’s ETSLabs division will become CallMiner Analyst Certified (CMAC) to deliver professional services directly to CallMiner customers.
The certification expands CallMiner’s professional services ecosystem while enabling ETSLabs to support customer deployments, optimisation projects, and analytics operations at scale.
ETSLabs will provide:
- Accelerator engagements for platform optimisation and training
- Automated Quality Assurance (AQA) capabilities with full interaction coverage
- Health assessments for deployment optimisation
- Managed analytics services
- Custom analytics and CX optimisation projects
According to the companies, the partnership creates a closed-loop operational model where customer insights can be translated into coaching, workflow optimisation, and automation improvements more efficiently.
Future AI and Virtual Agent Capabilities
The partnership will also extend into virtual AI agent initiatives through CallMiner OmniAgent.
The companies stated that the platform will help organisations identify, deploy, and continuously optimise AI-powered automation across customer experience operations.
“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 organisations uncover and act on customer insights in meaningful ways,” said Jeff Gallino, Chief Executive Officer and Founder, CallMiner.
According to the companies, the broader collaboration is designed to help enterprises improve customer engagement, operational efficiency, and AI-driven customer experience automation across large-scale contact centre environments.
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