Capacity Partners with Etech Global Services for AI-Powered Contact Center Analytics
Capacity, the agentic support automation platform, today announced a collaboration with Etech Global Services, a leading enterprise contact center outsourcing provider, to deliver professional services to Capacity’s enterprise clients through ETS Labs. Under the agreement, ETS Labs will provide certified professional services to organizations deploying Capacity’s post-call analytics platform, drawing on its experience designing and implementing production AI solutions for enterprise contact centers.
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Through the partnership, ETS Labs will offer services that include:
- Post-call analytics deployment and configuration across contact center environments
- Integration between Capacity’s post-call workflows and existing CRM, telephony, and workforce management platforms
- Ongoing performance optimization and managed services for Capacity deployments
The agreement also enables Etech to bring Capacity’s post-interaction analytics directly into its own service delivery model, giving enterprise clients across healthcare, financial services, telecommunications, and technology verticals access to automated post-call analysis that surfaces actionable insights from every customer interaction.
Contact centers face sustained pressure to manage growing interaction volumes while reducing per-contact costs and maintaining service quality. Organizations deploying AI-powered post-call analytics report measurable improvements in visibility into agent performance, customer sentiment, and operational trends. Capacity has processed more than 36 billion automated interactions for over 20,000 organizations globally. Etech manages more than 200 million customer interactions annually across seven sites in three countries.
“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.”
“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. “Capacity has built a strong post-call analytics capability, and our ETS Labs team brings the operational grounding to make it work inside real contact center workflows. We are not technology consultants who hand off a deployment. We are operators who have managed the work these organizations are trying to automate, and that is a different kind of partnership.”
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“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.
Looking ahead, the two companies will explore deeper integration between Capacity’s post-interaction analytics and Etech’s broader service delivery model, with the goal of creating a continuous improvement loop from automated post-call analysis through agent performance management.
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