Capacity, the agentic support automation platform, has partnered with Etech Global Services to deliver post-call analytics and professional services to enterprise contact centers. Under the agreement announced June 22, 2026, Etech's AI division, ETS Labs, will provide certified deployment, integration, and managed services for Capacity's platform-directly connecting automated analytics to the operational reality of call center workflows.
The deal gives organizations in healthcare, financial services, telecommunications, and technology a path to embed post-call analytics into their existing CRM, telephony, and workforce management systems. Etech, which handles over 200 million customer interactions each year across seven sites in three countries, will also bring Capacity's post-interaction analysis into its own service delivery model.
Services ETS Labs will provide
ETS Labs will handle deployment and configuration of Capacity's post-call analytics across contact center environments. That includes integration with systems agents already use daily, plus ongoing performance optimization and managed services. The goal isn't just setup-it's making sure the insights from automated call analysis actually show up where team leads and supervisors can act on them.
- 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
Why operational experience matters
David Karandish, CEO and Co-Founder of Capacity, pointed to the real obstacle in enterprise AI. "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," he said. "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."
Jim Iyoob, President of ETS Labs and CRO of Etech Global Services, emphasized the difference between demo-ready technology and what survives a live contact center floor. "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."
For customer support leaders, this partnership means access to AI for Customer Support that comes with implementation muscle, not just software. Capacity has processed more than 36 billion automated interactions for over 20,000 organizations, while Etech's ETS Labs analyzes over 2 billion interactions annually. That scale matters when you're trying to spot patterns in agent performance, customer sentiment, and operational bottlenecks.
A continuous improvement loop
The companies plan to explore deeper integration between post-interaction analytics and Etech's broader services. The aim is to create a feedback loop where automated post-call analysis directly feeds into agent performance management-something many contact center supervisors have tried to build manually with spreadsheets and spot checks.
This goes beyond assigning quality scores. It means surfacing specific, actionable insights from every call without having a QA analyst listen to each recording. For supervisors managing larger teams, that kind of automation is becoming necessary just to keep up with rising interaction volumes and tighter budgets. An AI Learning Path for Call Center Supervisors can help teams translate these new capabilities into daily coaching routines.
Why this matters for customer support professionals
If you work in a contact center, the gap between a new analytics tool and actually using it to coach agents is wide. This partnership targets that gap directly. Instead of getting a platform and a manual, you get a team that has already done the operational wiring-connecting post-call insights to the systems your agents use, and providing managed services so your internal team can focus on decisions, not configuration. More information is available at Capacity.com and etslabs.ai.
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