Etech Global Services has partnered with CallMiner for AI and analytics, in a move aimed at expanding automation and analytics capabilities across its contact centre operations.
The agreement will allow Etech to consolidate parts of its technology stack and integrate CallMiner’s analytics and AI-driven automation into its own platform.
The companies say the partnership is designed to provide customers with greater visibility into operational performance, agent activity and customer interactions.
The announcement comes as organisations continue to increase investment in AI-driven customer experience tools.
According to the 2025 CallMiner CX Landscape Report, “96% of organizations say AI will help them optimize CX strategy under financial strain, up from 91% in 2024.”
As part of the partnership, CallMiner’s conversation intelligence technology will be combined with Etech’s professional services operation and its QA and coaching platform, Qeval.
The companies say this will help customers improve agent performance, automate quality assurance processes and identify operational trends more efficiently.
The partnership also expands into professional services. Etech’s ETSLabs team will become CallMiner Analyst Certified (CMAC), enabling the team to provide professional services directly to CallMiner customers.
This includes platform optimization, automated QA support, health assessments, managed analytics services and customised projects.
“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.
“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 centres. That’s a combination this industry hasn’t seen before.”
The companies also confirmed plans to extend the partnership into virtual AI agent capabilities through CallMiner OmniAgent, with a focus on helping organisations develop and improve automation initiatives.
“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.”
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 14th May 2026
Read more about - Latest News, CallMiner
