What Etech Global Services does

Etech Global Services is a privately held, minority-owned business process outsourcing (BPO) provider founded in 2003 in Nacogdoches, Texas, that delivers enterprise contact center services across voice, chat, email, and social channels for Fortune 500 and Fortune 1000 clients. Headquartered at 1903 Berry Drive, Nacogdoches, the company operates 7 delivery sites across the United States (Nacogdoches, San Antonio, Lufkin, Dallas), Jamaica (Montego Bay), and India (Vadodara, Gandhinagar) with more than 4,000 team members. Etech serves regulated and high-volume verticals including telecommunications, healthcare and life sciences, financial services and insurance, technology and SaaS, retail, automotive, public sector, and breach response, with named customers such as Cox, CVS Health, Aetna, Assurant, Nutrisystem, Bosch, Penske, AuditBoard, and Medallia.

The company's technology backbone is ETS Labs, an in-house AI and analytics division with 250+ software engineers that builds and operates the proprietary QEval platform, which performs 100% interaction analysis across all channels versus industry sampling rates of 2-5%. Supporting capabilities include conversational Voice AI agents with seamless human handoff, Speech AI for sentiment and compliance scoring, Real-Time Agent Assist (RTAA) for live agent coaching, and RPA plus Document AI for back-office automation. The stack also incorporates partner conversation-intelligence platforms (CallMiner, Tethr, Capacity) and is complemented by trade-secret-protected assets such as the Champion-Challenger methodology and a proprietary PHI Redaction model set. Etech holds SOC 2 Type II, SOC 3, ISO 27001:2022, PCI-DSS Level 1, HIPAA, and GDPR certifications, with 22 years of operations and zero reported compliance breaches.

Etech monetizes through all-inclusive monthly managed services pricing that bundles agent hours, supervisors, QA, training, technology, telecom, compliance, and management oversight under multi-year enterprise contracts, sold via direct enterprise field sales. The company does not publicly disclose revenue. It was ranked 112th on the OA500 list of top 500 BPO providers and was named a Major Contender in Everest Group's CXM Services PEAK Matrix for the Americas region in both 2024 and 2025, with additional recognition including CCW BPO of the Year (2023), ICMI Best New Technology Solution for QEval (2025), and CMP Research Leading Provider for Automated QA/QM (2025). The company has remained founder-aligned, with no disclosed institutional or private equity investment, and has signaled growth via strategic partnerships with CallMiner (May 2026) and Capacity (June 2026) and a strategic investment in Phonely's $16M Series A (April 2026).

Name

Etech Global Services

Legal name

Etech Global Services LLC

Website

https://etechgs.com

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Etech Global Services is a privately held, minority-owned enterprise BPO founded in 2003 that delivers omnichannel contact center outsourcing, sales, and back-office services across 7 sites in the US, Jamaica, and India, supported by its in-house ETS Labs AI division and the QEval platform serving Fortune 500 clients in telecom, healthcare, financial services, and other regulated industries.

Ownership category

akta.pro rank

Product category

Contact Center Outsourcing (BPO)

NAICS

Telephone Call Centers (56142), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372), Services-Telephone Interconnect Systems (7385)

akta.pro primary industry

Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ)

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

Keywords

• Contact center outsourcing
• Business process outsourcing
• Customer experience management
• Voice AI services
• Quality analytics platform

Headquarters

HQ city

Nacogdoches

HQ country

United States

HQ region

North America

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales, Others

Revenue model

1. Contact Center BPO Services: Full-service contact center outsourcing including customer care (voice, chat, email, social), sales and revenue growth programs, and back-office operations. Revenue generated through agent hours billed at agreed rates, with all-inclusive pricing covering supervisors, QA, training, technology, telecom, compliance monitoring, reporting, and management oversight.
2. Quality & Analytics Services: 100% interaction analysis via QEval platform, automated coaching, compliance monitoring, and sentiment scoring delivered as part of managed services or as standalone analytics services.
3. Voice AI Deployment & Integration: Deployment, configuration, CRM and telephony integration, and ongoing managed services for Voice AI agents. Professional services for enterprise clients deploying AI-powered analytics platforms.
4. Back Office & Technical Support: Claims processing, appointment scheduling, order management, and technical troubleshooting backed by Document AI and RPA.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels6 records

Core offering

Etech Global Services is a full-stack, technology-enabled BPO provider delivering outsourced contact center operations across voice, chat, email, and social channels. The company combines dedicated agent teams (servant leadership model) with proprietary AI/analytics built in-house by its ETS Labs division, including the QEval quality platform, Voice AI agents, Real-Time Agent Assist (RTAA), Speech AI, and RPA/Document AI automation. Services include customer care, sales and revenue generation, back office operations, and quality analytics for enterprise clients in regulated industries.

Product overview

Etech Global Services is a full-stack, technology-enabled BPO (Business Process Outsourcing) provider that combines human expertise with in-house AI technology through its ETS Labs division. The company's product portfolio centers on QEval, an AI-powered performance management platform that delivers 100% interaction analysis across voice, chat, email, and social channels, complemented by Voice AI agents that handle routine customer interactions with seamless human handoff for complex cases. Supporting capabilities include RTAA (Real-Time Agent Assist) for live agent coaching, Speech AI for voice interaction analysis, and Automation tools combining RPA and Document AI for back-office operations. Together, these products enable enterprise clients to measure every customer interaction, automate routine tasks, and continuously improve agent performance and operational efficiency across telecommunications, healthcare, financial services, and other regulated industries.

Differentiator

Problem solved

Functional benefit

Brands

• ETS Labs: Etech's in-house AI and analytics division that develops proprietary platforms including QEval, Voice AI agents, Speech AI, real-time agent assist, and workflow automation for contact center operations.
• QEval
• RTAA (Real-Time Agent Assist)

Products and services

• Customer Care Inbound and outbound customer support delivered across voice, chat, email, and social channels by trained contact center agents with average tenure of 6.3 years, serving enterprise clients in telecom, healthcare, financial services, retail, and other regulated industries.
• Sales & Revenue Growth B2B and B2C outbound sales programs with consultative selling teams coached on every interaction via QEval, achieving documented 79% conversion lift in select financial services and outbound sales programs.
• Back Office Operations & Technical Support Claims processing, appointment scheduling, order management, and technical troubleshooting supported by Document AI and RPA built by ETS Labs for enterprise clients.
• Quality & Analytics Services 100% interaction coverage evaluation across all customer channels with automated coaching, compliance monitoring, and sentiment scoring delivered through the QEval platform.
• Voice AI Services Conversational AI agent deployment and management services for contact centers handling routine customer interactions with seamless human handoff for complex cases requiring judgment or empathy.
• QEval Platform AI-powered quality assurance and performance management platform that delivers 100% interaction analysis with automated scoring, coaching, and compliance monitoring across all customer service channels (voice, chat, email, social).
• Voice AI Technology Conversational AI agents built by ETS Labs that handle routine customer interactions and transfer to human agents when judgment, empathy, or complexity requires it.
• RTAA (Real-Time Agent Assist) Real-time agent assist technology providing live coaching, automated QA scoring, and improvement loops driven by data from every customer interaction.
• Speech AI Speech analytics and natural language processing models that process voice interactions for sentiment analysis, compliance monitoring, and performance scoring across customer calls.
• Automation (RPA & Document AI) RPA, Document AI, workflow orchestration, and custom integrations built by in-house ETS Labs engineering division for back-office operations at enterprise scale.

Quantifiable outcome

• 79% conversion lift documented in select financial services and outbound sales programs through QEval-coached teams
• +7 more outcomes

Named customers24 records

Segments15 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability11 records

Feature7 records

Partnerships

Four partnerships are on record, tiered core.

• CapacitycoreStrategic or Co-development Partner · 22 June 2026Strategic collaboration where ETS Labs delivers professional services to Capacity's enterprise clients deploying its post-call analytics platform. Services include deployment, configuration, CRM and telephony integration, and ongoing managed services. Partnership enables Etech to integrate Capacity's AI-powered post-interaction analytics directly into its service delivery model, serving clients across healthcare, financial services, telecommunications, and technology verticals.
• CallMinercoreTechnology or Integration · 12 May 2026Partnership to incorporate advanced analytics, AI-driven automation, and professional services into Etech's contact center platform. Collaboration aims to improve customer experience, agent performance, and operational efficiency through integrated solutions and certified expertise. Future plans include virtual AI assistant offerings to scale automation initiatives.
• Morse Data EnterprisescoreStrategic or Co-development Partner · 16 December 2025Alliance to enhance healthcare contact center operations during peak Open Enrollment periods, scaling from baseline to peak levels without service degradation. Collaboration combines Morse Data's automation expertise with Etech's operational delivery and ETSLabs' AI-driven analytics.
• TethrcoreTechnology or Integration · 4 April 2024Etech doubled its investment in Tethr's AI-powered conversation analytics software. Partnership began in 2016. Combined 30+ years of customer service industry expertise. Tethr's conversation analytics engine powers Etech's QEval platform, delivering actionable insights to call center agents, managers, and supervisors.

Scale indicators19 records

Recent moves8 records

Expansion highlights6 records

Broad incumbents

• Concentrix: Global CX/BPO leader serving Fortune 500 with end-to-end customer management and digital services. Overlaps directly with Etech on enterprise omnichannel contact center delivery across telecom, healthcare, and financial services, but at materially larger scale and with a different delivery footprint.
• Teleperformance: Largest publicly listed CX/BPO player with global delivery centers. Directly competes for the same Fortune 500 outsourcing contracts across telecom, healthcare, and financial services, with significantly broader geographic reach and AI investments.

Direct peers

• Foundever (formerly Sitel Group): Global CX outsourcing provider offering omnichannel customer care, sales, and technical support across the same enterprise verticals as Etech. Similar mid-market positioning with comparable nearshore and offshore delivery model.
• TTEC Holdings: Enterprise CX solutions provider combining technology (TTEC Digital) with at-scale contact center operations. Closest comparable to Etech's technology-enabled BPO model with proprietary platform and vertical specialization in regulated industries.
• TaskUs: Digital-first CX/BPO with strong content moderation, sales, and customer care verticals. Similar mid-sized positioning with focus on technology-enabled service delivery, now backed by Blackstone for accelerated growth.
• Alorica: Privately held, US-headquartered CX outsourcing provider with omnichannel delivery across the Americas, Philippines, and EMEA. Direct comparable in size and vertical mix, serving healthcare, telecom, financial services, and retail clients.
• IBEX: Mid-sized BPO with nearshore delivery focus (Jamaica, Philippines) serving telecom, financial services, and healthcare. Highly comparable on delivery footprint and enterprise customer base, with a similar technology-and-operations blend.
• Startek: Global CX solutions provider with omnichannel customer management across 13 countries. Comparable on enterprise sales motion, vertical mix, and tier of Fortune 500 clients served in telecom and financial services.
• Qualfon: Privately held, mid-market BPO with US nearshore (Mexico) and offshore (Philippines, Guyana) delivery serving healthcare, financial services, and retail. Comparable size and vertical focus with similar enterprise BPO positioning.

Others

• NICE (CXone): Enterprise contact center software vendor whose CXone platform competes with QEval as a 100% interaction analysis and WEM stack. Adjacent peer as the technology layer that enterprise contact centers and competing BPOs license as an alternative to ETS Labs.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/etechgs
• Facebookfacebook.com/etechglobalservices
• LinkedInlinkedin.com/company/etech-global-services

Compliance6 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles17 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments1 record

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Etech Global Services