Forward Deployed Engineer

Etech and CallMiner partner to deliver end-to-end conversation intelligence and professional services at scale. Partnership brings industry-leading AI and analytics capabilities to Etech customers, while expanding CallMiner's professional services delivery capacity WALTHAM, MA - May 12, 2026 - Etech Global Services, a leading enterprise contact center outsourcing provider, has selected CallMiner, the global leader in customer experience (CX) automation powered by deep conversation intelligence, as its primary partner for artificial intelligence (AI) and analytics. The agreement enables Etech to consolidate its technology stack and integrate CallMiner's advanced analytics and AI-driven automation directly into its own platform, delivering new levels of insight into performance and operational efficiency for Etech customers. In an era defined by shifting customer expectations and the rise of AI, organizations face growing pressure to innovate at speed while doing more with less. According to the 2025 CallMiner CX Landscape Report, 96% of organizations say AI will help them optimize CX strategy under financial strain, up from 91% in 2024. AI-powered analytics equip leaders with the insights they need to make faster, smarter decisions, improve performance, reduce costs, and strengthen customer loyalty. By combining CallMiner's industry-leading intelligence with Etech's professional services model and real-time coaching and automated QA platform - Qeval - joint customers can improve agent performance, enhance customer experience, and optimize business processes, creating a closed loop from insight to action. Additionally, as part of this strategic relationship, Etech's ETSLabs team will be CallMiner Analyst Certified (CMAC) to deliver professional services directly to CallMiner customers. This designation expands CallMiner's professional services network, adding certified experts who can help scale capacity, enhance customer deployments, and accelerate ROI. Etech's ETSLabs will provide certified CallMiner professional services, including: * Accelerator engagements for rapid platform optimization and training * Automated Quality Assurance (AQA) to support transitions from manual QA to full automation with 100% interaction coverage * Health Assessments that identify optimization opportunities within CallMiner deployments * Managed Analytics Services (MAS) for providing ongoing analyst support * Custom scoped projects tailored to unique customer goals and use cases "We've spent over a decade building one of the most technically capable contact center operations in the industry, with 4,000 people, a dedicated AI lab, and a team that's delivered measurable outcomes for some of the most demanding brands in the market. CallMiner was one of the only platforms that met our standard," said Jim Iyoob, President, ETSLabs and CRO Etech Global Services. "But what makes this partnership different isn't the technology alone. It's that our ETSLabs team is now CallMiner certified to deliver professional services directly to their customers. That means faster deployments, deeper optimization, and real ROI, not from a vendor, but from operators who've actually run contact centers. That's a combination this industry hasn't seen before." Looking ahead, the partnership will extend into virtual AI agent offerings through CallMiner OmniAgent, helping joint clients identify, implement, and continuously improve automation initiatives at scale. "We're excited about our new partnership with Etech, both as a technology and a professional services partner. Their deep industry expertise and commitment to measurable outcomes align perfectly with CallMiner's mission to help organizations uncover and act on customer insights in meaningful ways," said Jeff Gallino, CEO and founder, CallMiner. "Also, with ETSLabs' certified analysts augmenting our services team, we can make it even easier for customers to get value out of the platform, whether that's uncovering trends, improving agent performance, or automating processes and interactions. Together, we're delivering intelligence that drives action." About CallMiner CallMiner is the global leader in customer experience (CX) automation, powered by deep conversation intelligence. Leveraging AI agents and human expertise, CallMiner delivers smarter, more efficient interactions that transform CX and reduce operational costs. Advanced AI and industry-leading analytics turn every conversation into actionable intelligence, driving process optimization, performance gains, customer engagement, and enterprise-wide automation. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X, YouTube, and Facebook. About Etech Global Services Etech Global Services is a certified MBE owned business that manages more than 200 million customer interactions annually across nine contact centers in three countries. We've handled the complexity of healthcare, financial services, retail, telecommunications, and technology verticals. Our platform translates what actually works in the field into deployable AI that moves real business metrics. We know the obstacles because we've managed them at enterprise scale. About ETSLabs ETSLabs by Etech Global Services analyzes over 2 billion customer interactions annually, delivering AI-driven insights that improve quality, performance, and customer experience. Built from decades of operational expertise, ETSLabs transforms what works in real contact center environments into deployable AI that drives measurable business results. Learn more at https://etslabs.ai/.

Atombit and CallMiner partner to deliver experience intelligence. In a move designed to bridge the gap between data collection and operational execution, Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach to behavioural intelligence, combining AI-driven insights with a framework for demonstrable ROI. By integrating CallMiner's deep conversation analytics with Atombit's execution-led transformation model, the two organisations aim to help businesses drive growth, mitigate risk, and enhance both customer and employee experiences (CX and EX). Turning insight into actionable execution. While many organisations have access to vast amounts of interaction data, the industry continues to struggle with "insight paralysis" - the inability to translate data into sustained operational impact. The partnership aims to address this by merging CallMiner's AI and automation capabilities with Atombit's focus on execution. This allows organizations to move beyond short-term efficiency gains and instead focus on long-term value across all commercial and operational touchpoints. Paolo Righetti, Founder and CEO of Atombit, said: Many CX programmes fail not because organisations lack insight, but because they lack a measurable understanding of what drives experience, how improvements translate into outcomes, and how those outcomes impact the P&L. Conversation intelligence is an essential component of modern enterprise strategy, but it only delivers value when it is connected to feedback, prediction, and action across the organisation. Formalising our partnership with CallMiner allows us to enable enterprise-wide experience and behavioural intelligence by combining best-in-class conversation intelligence and automation with Atombit's execution-led capability across feedback management, AI and machine learning, and GenAI - helping organisations improve customer and employee experience, drive growth and efficiency, mitigate risk, and directly correlate experience improvement with demonstrable ROI. A shift in experience transformation. As customer interactions grow in both volume and complexity, the partnership represents a shift in how enterprises approach digital transformation. Rather than viewing CX, EX, and operational efficiency as separate silos, the Atombit and CallMiner alliance aims to treat them as a single, measurable system. Jeff Gallino, Founder and CEO of CallMiner, commented: We are entering a new world where conversation intelligence and automation must move in lockstep, providing enterprises with deep visibility into customer and employee behaviour, risk, and opportunity. As organisations push to elevate strategic experience initiatives - automating processes, enabling agents in real time, and embedding intelligence into day-to-day operations - execution becomes a defining factor in success. Atombit brings the execution strength and transformation expertise that amplifies CallMiner's platform, from our agentic AI framework to advanced automation capabilities. Together, we're helping organisations operationalise behavioural intelligence at scale, unlocking measurable gains in efficiency, experience, and business performance. By combining feedback management and machine learning for predictive insight with execution frameworks, the partnership aims to ensure that the intelligence gathered from customer conversations leads directly to scalable action.

CallMiner introduces advanced AI capabilities to boost CX automation. CallMiner, a global leader in customer experience (CX) automation powered by deep conversation intelligence, has unveiled a series of new and enhanced artificial intelligence capabilities designed to strengthen its platform and help organizations automate customer engagement more effectively. Through these advancements, the company aims to deliver deeper insights, stronger personalization, and improved contextual understanding, enabling businesses to make faster decisions and deliver better customer experiences. To begin with, CallMiner has introduced advanced AI classifiers that simplify the way organizations categorize and interpret customer conversations across multiple channels and languages. These classifiers analyze recent interactions specific to each organization, allowing the platform to capture meaningful context and automatically identify patterns in conversations. As a result, companies can gain richer insights from their customer data while supporting agentic AI discovery, improving operational efficiency, and enabling smarter decision-making. Moreover, CallMiner has expanded its library of AI classifiers with the addition of whole-contact sentiment analysis. Previously, classifiers focused on identifying elements such as reason for contact, conversation outcomes, and named entities. However, the new sentiment detection capability goes much further by analyzing the tone of an entire interaction. Unlike traditional sentiment tools, the system can accurately detect positive, neutral, and negative tones even when customers use industry-specific terminology, express mixed emotions, or leave short-form messages such as voicemails or chat replies. Importantly, the new sentiment analysis technology has been built with transparency and accountability in mind. CallMiner designed the feature to align with evolving regulatory frameworks and industry guidelines, including standards highlighted in the EU AI Act. At the same time, organizations can still rely on traditional category creation methods to build precise custom insights for use cases such as agent coaching and performance evaluation. In addition, CallMiner has introduced customizable interaction summaries that allow organizations to tailor AI-generated conversation summaries according to their specific operational needs. These summaries provide agents with immediate access to important customer context and previous interactions, helping them deliver faster and more personalized service. Unlike platforms that rely on a single summary format, CallMiner provides customizable templates that users can modify or build from scratch. This flexibility allows businesses to align summaries with compliance requirements, internal workflows, and preferred reporting formats while ensuring that the most relevant conversation insights are captured. With these enhancements integrated into its CX automation platform, organizations can unlock several operational advantages. Businesses can generate advanced intelligence through AI classifiers combined with CallMiner AI Assist, the company's natural-language agentic AI interface. Furthermore, automated classification paired with visual dashboards - such as tree maps, stacked bars, and Sankey diagrams - offers deeper visibility into conversation insights. Additionally, customizable summaries give teams the flexibility to capture meaningful data tailored to specific departments or workflows. At the same time, seamless export and integration capabilities allow organizations to streamline automation processes and accelerate action across their business systems. "At CallMiner, we're not just keeping pace with the industry, we're setting the bar for innovation," said Bruce McMahon, Chief Product Officer at CallMiner. "These latest advanced AI capabilities build on our market-leading platform, delivering deeper insights, greater flexibility and ease of use, and faster time-to-value. We remain focused on strengthening our foundational intelligence layer, enabling smarter CX automation, agent augmentation, and agentic AI discovery, and helping organizations achieve measurable improvements in efficiency and customer experience." Overall, these innovations reinforce CallMiner's role as a trusted technology partner for enterprises looking to gain deeper insights from customer conversations while accelerating AI-driven automation strategies across their operations.