Business Details
23 Years
experience
Emergency
services
Trusted Enterprise AI Solutions for Contact Centers
Founded in 2003, ETSLabs has established itself as a leading enterprise AI company, transforming customer experiences for Fortune 500 organizations through innovative AI solutions. Our journey began as an internal innovation division focused on contact center operations, evolving into a globally recognized AI solutions provider with 100+ enterprise clients and 25+ years of AI research expertise. We pioneered breakthrough technologies including 100% interaction coverage AI platforms, explainable AI methodologies, and 30-day implementation frameworks that process over 1 billion customer interactions annually. Our team of AI specialists and enterprise software engineers delivers scalable solutions with 99.9% uptime reliability, combining deep industry knowledge with cutting-edge technology to optimize contact center operations.With a global presence across three countries and a proven track record of delivering measurable ROI, we maintain rigorous compliance standards including SOC 2 Type II certification and GDPR/CCPA compliance. Our commitment to innovation is demonstrated through continuous R&D investments in multi-modal AI understanding, real-time language models, and edge AI deployment strategies tailored for enterprise environments. Backed by 20+ years of operational experience and a client retention rate exceeding 95%, we provide 24/7 technical support and enterprise-grade security across all implementations.
Services
QEval AI Contact Center Platform
ICE AI Customer Service Solutions
Process Automation
AI Professional Services
Enterprise AI Implementation
Details
- Year established: 2003
Highlights and features
- 100% interaction coverage with explainable AI technology
- 30-day implementation timeline for enterprise AI platforms
- Fortune 500 proven solutions with 99.9% uptime reliability
- 24/7 technical support across multiple time zones
- 20+ years of AI innovation lab research and development
Associations and certifications
- SOC 2 Type II
What people say
User-centric platform
Consistent professionalism
Improved user communication
Streamlined operations
Seamless support during transition
Services
QEval AI Contact Center Platform
Advanced contact center quality assurance platform with 100% interaction coverage. Analyzes every customer interaction across all channels using explainable AI technology. Delivers real-time insights for agent performance improvement and compliance monitoring while maintaining 99.9% uptime reliability for Fortune 500 deployments.
ICE AI Customer Service Solutions
Intelligent omnichannel orchestration platform for enterprise contact centers. Provides AI-powered routing with 3.2x agent efficiency improvements and 45% cost reduction. Integrates seamlessly with existing CRM systems while maintaining enterprise-grade security and compliance standards across global operations.
Process Automation
Custom automation frameworks for contact center operations. Combines robotic process automation with AI-driven decision making to transform complex workflows. Achieves 78% order completion rate improvements and 20-minute processing times versus traditional 3-day cycles through intelligent document processing and process mining.
AI Professional Services
End-to-end strategic guidance for AI deployment in contact centers. Includes ML/LLM optimization, system architecture design, and workforce management consulting. Ensures successful implementation with 30-day deployment timelines and continuous performance optimization for enterprise AI platforms.
Enterprise AI Innovation Lab
Research and development division focused on next-generation AI technologies. Develops breakthrough solutions in multi-modal AI understanding, real-time language models, and edge AI deployment. Transforms innovative research into production-ready enterprise solutions with Fortune 500 scalability requirements.
People
Matt Rocco
CEO
Technology executive with 20+ years of experience leading enterprise software companies. Spearheaded ETSLabs' transformation from internal innovation division to independent AI solutions provider, driving 100+ enterprise client acquisitions and 25% annual growth.
Jim Iyoob
President
Industry veteran with extensive contact center technology expertise. Oversees strategic direction and global operations, ensuring alignment with Fortune 500 client needs while maintaining 95%+ client retention rates through continuous innovation and service excellence.
Manu Dwivedi
AVP, Product Strategy & Innovation
AI thought leader with 15+ years in enterprise software development. Leads product vision for AI-powered contact center solutions, including explainable AI methodologies and multi-modal interaction analysis that process 1B+ customer interactions annually.
Ilesh Sisodiya
Director - Software Development & Professional Services
Technology executive managing software engineering and client implementation teams. Ensures successful 30-day deployments for enterprise clients while maintaining 99.9% platform uptime through rigorous development and quality assurance processes.
Questions
What enterprise AI solutions do you offer?
We provide four core platforms: QEval AI Contact Center Platform, ICE AI Customer Service Solutions, Process Automation frameworks, and AI Professional Services for enterprise deployments.
How quickly can solutions be implemented?
Our platforms deploy in 30 days through standardized implementation processes, significantly faster than traditional enterprise software deployments requiring 6-9 months.
Which industries do you serve?
We specialize in Fortune 500 deployments across telecommunications, automotive, SaaS, healthcare, financial services, and retail sectors with proven ROI in each domain.
What makes your AI different?
Our explainable AI technology provides transparent decision-making with audit trails, unlike 'black box' solutions, while maintaining 100% interaction coverage across all customer touchpoints.
Do you offer global support?
Yes, we provide 24/7 technical support across multiple time zones with enterprise SLAs guaranteeing 99.9% platform uptime for mission-critical contact center operations.
What results can clients expect?
Clients typically achieve 35-54% quality score improvements, 45% cost reductions, and $2.3M average ROI through our implementations, with measurable results within initial deployment periods.