Capacity, the agentic support automation platform, has announced a strategic collaboration with Etech Global Services to deliver professional services for enterprise clients through ETS Labs. The partnership is designed to enhance deployment, integration and optimization of Capacity’s post-call analytics platform, enabling organizations to better convert customer interaction data into actionable operational insights.
Capacity has partnered with Etech Global Services to support enterprise deployments.
ETS Labs will provide professional services for Capacity’s post-call analytics platform.
The collaboration focuses on integration, deployment and ongoing optimization of AI workflows.
The solution targets industries including healthcare, finance, telecom and technology.
Capacity has processed over 36 billion automated interactions across 20,000+ organizations.
Etech manages more than 200 million customer interactions annually across global sites.
The collaboration brings together Capacity’s AI-native support automation platform and Etech Global Services’ operational expertise in contact center management. Through ETS Labs, Etech will deliver certified professional services to enterprise customers adopting Capacity’s post-call analytics solution.
The partnership is designed to help organizations more effectively deploy AI-driven workflows that analyze customer interactions after calls, improving visibility into agent performance, customer sentiment and operational trends.
Under the agreement, ETS Labs will support enterprise deployments by handling configuration, integration and optimization of Capacity’s post-call analytics platform. This includes connecting AI-driven workflows with existing CRM systems, telephony infrastructure and workforce management tools.
The collaboration also enables Etech to embed Capacity’s post-interaction analytics directly into its own service delivery model, extending AI-powered insights to its enterprise client base across multiple industries.
The services include post-call analytics deployment, integration across enterprise systems and ongoing managed services to ensure continuous performance improvement in live environments.
As contact centers face increasing pressure to manage higher interaction volumes while reducing costs, AI-driven post-call analytics has become a critical tool for improving efficiency and service quality.
Organizations using such platforms report improved visibility into customer sentiment, agent performance and operational trends. Capacity’s platform has already processed more than 36 billion automated interactions across over 20,000 organizations globally, while Etech manages more than 200 million customer interactions annually.
"The biggest hurdle in enterprise AI isn't building a tool that works; it's embedding that tool into the complex, messy reality of everyday contact center operations," said David Karandish, CEO and Co-Founder of Capacity. "Etech understands this deeply because they've spent 25 years in the trenches. By partnering with ETS Labs, we aren't just giving clients access to our post-call analytics and agentic AI capabilities, we are giving them an experienced team of operators who know exactly how to wire those insights into existing workflows to drive real value. This partnership bridges the gap between powerful automation and seamless operational execution."
Etech Global Services brings decades of contact center operational experience to the partnership, particularly through its ETS Labs division, which focuses on AI-driven analytics and automation.
The collaboration emphasizes practical deployment over theoretical technology, with a focus on embedding AI tools into real-world contact center workflows. ETS Labs’ QEval™ infrastructure, designed for automated quality evaluation at scale, will also play a role in supporting Capacity’s client implementations.
"After 25 years of running contact centers, I can tell you the difference between technology that looks good in a demo and technology that holds up when it matters. Capacity has built something that actually works inside the operational reality of a contact center. What we bring through ETS Labs is the people who have lived that reality. The same QEval™ infrastructure we built to automate quality evaluation at scale is part of what we are bringing to Capacity clients. That is not incidental. That is the operational core," said Jim Iyoob, President, ETS Labs and Chief Revenue Officer, Etech Global Services.
The partnership also outlines plans for deeper integration between Capacity’s post-interaction analytics and Etech’s broader service delivery framework. The goal is to create a continuous feedback loop that connects automated analytics with agent performance management and operational improvement.
"This partnership reflects how we think about growth at Etech. We are not chasing technology trends. We are making deliberate decisions about where our operational expertise and our technology capabilities create measurable value for clients. Capacity has built a strong platform, and the work our ETS Labs engineers have done to embed QEval™ into production environments gives us something concrete to bring to their customer base. That combination of proven technology and operational experience is what enterprise clients actually need when they are making decisions at this scale," said Matt Rocco, CEO of Etech and ETS Labs.
The collaboration reflects a broader industry shift toward AI-enabled customer experience platforms that combine automation with operational intelligence. By aligning Capacity’s agentic AI capabilities with Etech’s hands-on contact center expertise, the partnership aims to improve deployment success rates and accelerate measurable business outcomes.
Founded in 2017, Capacity is a unified, AI-native agentic support and CX automation platform that streamlines every customer and internal interaction through intelligent automation. More than 20,000 organizations across industries use Capacity for external customer support and internal employee enablement. Capacity supports customers across web, SMS, email, voice, social, Slack, Microsoft Teams, helpdesks and more. Learn more at Capacity.com.
Etech is a full stack, technology-enabled BPO. As a global minority-owned company, we have spent over two decades building contact center teams grounded in servant leadership. Teams that stay longer, perform stronger, and deliver better customer experiences. Our AI division, ETS Labs, provides the analytics, automation, and Voice AI that make every interaction measurable and every agent conversation actionable. Human expertise and in-house technology, working together to convert your contact center data into decisions that drive real business results. www.etechgs.com
ETS Labs by Etech Global Services analyzes over 2 billion customer interactions annually, delivering AI-driven insights that improve quality, performance, and customer experience. Built from decades of operational expertise, ETS Labs transforms what works in real contact center environments into deployable AI that drives measurable business results. Learn more at https://etslabs.ai/.
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