Etech and CallMiner Join Forces to Scale AI-Driven Conversation Intelligence Services

ETech and CallMiner have entered into a strategic collaboration to provide seamless conversation intelligence and professional services on an extensive scale to the contact center and customer experience environment. Under this partnership, the ETech Company will benefit from the services offered by CallMiner as its AI and analytics partner for all conversations, quality assurance, compliance management, and coaching features within its customer engagement initiatives. Further, the partnership enables professional services via ETech’s ETSLabs unit, which includes analysts who are certified analysts for CallMiner.

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With the combination of Etech’s operations knowledge and its AI lab with the conversation intelligence and customer experience automation capabilities of CallMiner, the companies hope to be able to help their customers derive greater insights from their customers’ experiences, boost their operations efficiencies, and speed up the process of implementing AI solutions in contact centers. It appears that with the increasing needs from enterprises regarding AI-based customer experience solutions capable of integrating analytics, automation, and human know-how into a scalable delivery system, such kinds of partnerships will become more commonplace going forward.

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