# ETS Labs > ETS Labs develops enterprise AI software for contact centers: QEval (AI quality management and performance analytics), ICE Communication (enterprise live chat with AI chatbot and agent handoff), and Process Automation. ETS Labs began in 2003 as the internal innovation division of Etech Global Services and was established as an autonomous AI innovation lab in 2025. QEval provides 100% interaction coverage across voice, chat, and email rather than the 1 to 3 percent sampling typical of legacy quality assurance, with explainable AI, 30-day deployment, and a 99.9% uptime SLA. ETS Labs is headquartered in Texas, USA, with offices across 3 countries and 500+ team members serving 100+ enterprise clients including Fortune 500 organizations. QEval by Etech Global Services won the 2025 ICMI Global Contact Center Award for Best New Technology Solution, announced on 30 October 2025. Documented QEval integrations: Genesys Cloud and Engage, NICE CXone and inContact, Five9, Avaya, Cisco, Amazon Connect, and custom APIs. Documented ETS Labs platform experience: Genesys PureEngage, NICE Interaction Analytics, Avaya Experience Platform, Five9 VCC and Workforce Optimization, and Cisco Webex Contact Center. Cloud and infrastructure: AWS, Microsoft Azure AI Services, Google Cloud Platform, Kubernetes, and edge deployment. Leadership: Matt Rocco (Chief Executive Officer), Jim Iyoob (President), Manu Dwievedi (Vice President, Product Strategy and Innovation), Ilesh Sisodiya (Director, Software Development and Professional Services). Last updated: 2026-08-05 ## Products - [ETS Labs](https://etslabs.ai/): Company overview, platform summary, and the solutions developed in the ETS Labs innovation lab: Flexible Redaction for PII, PHI, and PCI protection, Legal AI Assistant, Form Automation AI, Compliance AI, Workforce AI, Customer Experience AI with real-time emotion detection, Voice Biometrics, Process Mining AI, and AI-Powered Contact Agent. - [Products Overview](https://etslabs.ai/products/): Overview of ETS Labs' enterprise AI products for contact centers. - [QEval AI Platform](https://etslabs.ai/products/qeval-ai-platform/): AI quality assurance and performance management. 100% coverage of calls, chat, and email versus 1 to 3 percent industry sampling. Explainable AI scoring, speech analytics in 40+ languages, real-time monitoring and coaching, compliance monitoring, audit readiness. 30 days from contract to production. Cloud or on-premise, with end-to-end encryption. 99.9% uptime SLA. Reported outcomes: 25% performance gain, $2.3M average ROI, 35% quality score improvement, 28% compliance issue reduction, 45% operational cost savings, 100% audit readiness. QEval by Etech Global Services won the 2025 ICMI Global Contact Center Award for Best New Technology Solution. - [ICE Communication](https://etslabs.ai/products/ice-communication/): Enterprise live chat software with AI chatbot and handoff to live agents, omnichannel chat across web and mobile, proactive engagement triggers, chat routing and queue management, and real-time analytics. 100% chat coverage across channels. 30-day implementation. Launched 2013. - [Process Automation](https://etslabs.ai/products/process-automation/): Business and intelligent process automation covering robotic process automation and digital workforce, document intelligence, process mining, automated workflows, and custom AI automation development. Go live in 30 days. ## Services - [Professional Services](https://etslabs.ai/professional-services/): Six service lines on a 30-day implementation model. AI implementation and integration for QEval and ICE, ML and LLM optimization for contact center use cases, contact center automation consulting, system architecture and API integration, workforce management and predictive scheduling, and 24/7 support and managed services. ## Company and research - [About ETS Labs](https://etslabs.ai/about/): Company story, global presence, and leadership team. - [Innovation Lab](https://etslabs.ai/innovation-lab/): Company timeline from 2003 to 2025, technologies used, and active research. Capabilities include custom LLM development, retrieval-augmented generation, vector database architecture, a proprietary speech-to-text engine, OpenAI integration, and Claude enterprise deployment. Active research covers multi-modal AI understanding, real-time language models, predictive quality analytics, and edge AI deployment. - [Advisory Board](https://etslabs.ai/advisory-board/): Advisors spanning customer experience, data science, sales, marketing, and contact center operations. Robert Beasley (CEO, CreovAI), Dan McCann (CEO and Chief Learning Officer, SymTrain). ## Customer evidence - [Case Studies](https://etslabs.ai/case-studies/): Enterprise deployment outcomes organized by industry, platform, and use case. - [2025 ICMI Global Contact Center Awards winners announcement](https://www.businesswire.com/news/home/20251030636783/en/2025-ICMI-Global-Contact-Center-Awards-Winners-Unveiled): Official announcement naming QEval by Etech Global Services as Best New Technology Solution. ## Security and privacy - [ETS Labs Trust Center](https://trust.etslabs.ai/): Security and compliance resources, including SOC 2 Type II, GDPR, and CCPA documentation. - [Privacy Policy](https://etslabs.ai/privacy-policy/): Data handling and privacy practices. ## Contact - [Contact](https://etslabs.ai/contact/): Sales and support contact routes. - [Book a Demo](https://etslabs.ai/book-demo/): Scheduled product walkthrough. ## Optional - [Etech Global Services](https://www.etechgs.com/): The BPO and contact center outsourcing company ETS Labs originated within, and whose operations its platforms support. - [QEval product site](https://qeval.ai/): Dedicated QEval platform site with capabilities, implementation detail, and third-party recognition. - [Blog](https://etslabs.ai/blog/): Product and engineering notes on contact center AI. - [Podcasts](https://etslabs.ai/podcasts/): Conversations with ETS Labs and Etech operators. - [Call Center Campus](https://etslabs.ai/call-center-campus/): Industry event and program hub. - [Etech Trust Center](https://trust.etechgs.com): Etech Global Services compliance attestations and subprocessor list.