Our Story
The ETS Labs Journey: From Internal Division to AI Innovation Leader
2003
The Foundation
We started as an internal innovation division for Etech Global Services, focused on streamlining contact center operations. Our first major product, Effective Reports, laid the foundation for scalable performance tracking and established our core competency in data-driven solutions.
2009
Global Market Entry
Having mastered internal systems and proven our capabilities, we stepped into the global market. We began offering comprehensive software and web development services to clients worldwide, marking our transition from internal innovation to external impact.
2012
Strategic Evolution
This pivotal year saw us evolve from service providers to strategic technology partners. We expanded into advanced analytics, enterprise software implementation, and comprehensive solutions architecture, positioning ourselves as trusted advisors in the contact center technology space.
2013
Communication Platform Launch
We introduced ICE Communication, revolutionizing how businesses deliver customer service. This platform enabled faster, more personalized interactions and marked our strategic shift towards scalable, humanized digital communication solutions.
2015
AI-Powered Quality Management
We launched QEval to external customers—a breakthrough platform in contact center performance management. QEval quickly became an industry benchmark for improving agent quality scores and enhancing overall customer experience through intelligent automation.
2016
Telephony Integration Mastery
We developed deep expertise in telephony systems, specializing in custom IVR development, seamless CRM integrations, and advanced call metadata analytics. This capability enabled smarter workflow automation and significantly improved agent performance metrics.
2018
Platform Modernization & ML Research
Effective Reports underwent a complete redesign with a modern UI and cutting-edge technology stack, dramatically improving scalability and user experience. Simultaneously, we initiated comprehensive machine learning research to unlock predictive insights and drive proactive decision-making.
2019
Speech & Text Analytics Investment
Our proprietary Speech-to-Text engine and advanced analytics capabilities took shape. This breakthrough enabled us to deliver sophisticated voice intelligence solutions for customer experience optimization and regulatory compliance monitoring.
2021
AI Integration Across Platforms
We embraced comprehensive AI capabilities, integrating predictive analytics, adaptive learning systems, and intelligent automation across our entire product portfolio. These innovations significantly enhanced our clients’ operational intelligence and competitive advantage.
2022
LLM Breakthrough for Contact Centers
We achieved a major breakthrough by developing Large Language Model applications specifically for contact centers. This innovation transformed us from a solutions provider into a true strategic partner, with dedicated technology teams ensuring rapid deployment and deep client alignment.
2024
Explainable AI Methodology
We pioneered Explainable AI methodologies for contact center applications, ensuring transparency and trust in AI-driven decisions. Our dedicated technology teams continued to drive faster execution and deeper strategic partnerships, establishing new industry standards for AI accountability.
2025
Independent AI Innovation Lab
ETS Labs officially became an independent entity, focusing exclusively on cutting-edge AI innovation for contact centers and customer experience. As an autonomous innovation lab, we’re positioned to lead the next wave of AI transformation in customer service technology.
Innovation Engine
Enterprise-Ready AI Innovation
Our artificial intelligence lab transforms innovative AI research into production-ready enterprise solutions. We bridge the gap between breakthrough technology and Fortune 500 operational requirements through advanced AI experimentation and prototype development.
Technologies We Master
AI & Language Models
OpenAI Integration & Optimization
Claude Enterprise Deployment
Custom LLM Development
Vector Database Architecture
Retrieval-Augmented Generation (RAG)
Contact Center Platforms
Genesys Cloud & PureEngage
NICE CXone & Interaction Analytics
Avaya Experience Platform
Five9 VCC & Workforce Optimization
Cisco
Webex Contact Center
Cloud & Infrastructure
AWS Enterprise Architecture
Microsoft Azure AI Services
Google Cloud Platform Integration
Kubernetes Orchestration
Edge Computing Deployment
Next-Gen AI
Active AI Research Areas
01
Multi-Modal AI Understanding
Developing AI systems that process voice, text, and behavioral data simultaneously for complete interaction intelligence.
02
Real-Time Language Models
Creating ultra-low latency AI responses for live customer interactions without compromising accuracy or context.
03
Predictive Quality Analytics
Building AI that predicts quality scores and customer satisfaction before interactions conclude.
04
Edge AI Deployment
Optimizing AI models for on-premises deployment while maintaining enterprise security and compliance requirements.
Innovation Differentiators
100%
Interaction Coverage
Explainable
Artificial Intelligence
30-Day
Implementation
Proven
Enterprise-Scale
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