Solutions beyond expectations — since 2003
At ETB we use artificial intelligence to improve the customer experience, support our people and run our operations more efficiently.
We combine our BPO experience with the solutions of our technology partners and the skills of our own development teams — designing service models in which people and AI work together, shaped around each client's needs.
Let's design the future of your customer experience together.
Illustration: an ETB AI agent greeting customers in 11 languages.
For us, AI is not just a new technology — it is a tool that improves everyday work, from customer contact to quality management.
We develop AI-supported solutions and integrate them into our operations to automate repetitive tasks, draw meaningful information from conversations and help our agents reach the information they need faster.
Digital assistants that respond to your customers faster, handle routine requests and, when needed, route the conversation to the right agent.
With AI agent solutions designed for voice and written channels, we aim to automate frequently asked questions, information requests and suitable process steps. Where human support is needed, we build flows that hand the conversation context over to the agent.
We use AI not only for customers, but for our own people too.
Agent-assist solutions help our teams with access to relevant information, suggested responses, conversation summaries and after-call work. That lets our agents focus more on listening to the customer and solving the problem.
We turn customer conversations into information you can analyse.
Using speech-to-text technology we convert voice conversations into text, and use the transcripts to examine contact reasons, recurring issues and opportunities to improve processes. Conversation summaries and topic classification make information easier to reach for operations teams.
We aim to assess quality more broadly and more consistently.
With AI QM solutions we analyse conversations against defined quality criteria, helping to identify communication quality, adherence to process steps and areas for development.
By combining the AI's findings with the assessments of our quality teams, we create more targeted feedback and coaching.
We turn data from customer contact into information that improves the operation.
AI-supported analysis makes leading contact reasons, recurring requests and changing customer needs visible. Automated reports and summaries help our teams spot issues earlier and set improvement priorities.
We work with technology partners such as Centrical, Parloa, Telnyx and Gladia, bringing different areas of expertise together with our BPO operations.
In every project we assess the solutions that fit our client's needs, existing systems and service model. We don't stop at choosing technology — we also focus on integration, operational implementation and continuous improvement.
ETB's own software development and business development teams work side by side with our operations teams. That lets us translate client needs directly into technical solutions — and build:
How we work
Our approach: understand the need, evaluate the right solution in a pilot, and develop it further based on the results.
We start from the need: your customers, your processes and the systems you already use.
We evaluate the right solution in a pilot before it becomes part of the operation.
We develop the solution further based on the results.
In customer contact, trust, empathy and human judgement remain essential. We position AI as a tool that supports these qualities.
How we protect personal dataWhen we design our projects, we take into account:
We use the latest technology in our day-to-day operations — and combine it with our own developments.
Modern contact-centre platforms for voice, e-mail, chat and messaging — routing, recording and real-time dashboards.
Workforce management for forecasting, scheduling and real-time adherence, so the right people are online at the right moment.
AI-supported quality management and speech analytics that help us review more conversations and coach more precisely.
Integrations, automations and reporting built by our in-house teams, around each client's processes.
We adapt to your tools, processes and requirements. Our processes are flexible, so changes are picked up quickly.
Our own IT support team keeps systems, connections and workstations running — and supports every new project from setup to go-live.
We follow developments in AI closely, evaluate solutions that can add value to our operations and keep improving how we apply them.
Our goal: combining technology with human experience to give our clients more flexible, efficient and future-ready BPO services.
Tell us about your customers, channels and systems — we'll explore together where people and AI can work best side by side.
