TELUS Digital, a global technology services innovator specializing in AI-driven digital customer experience (CX) architectures, has announced a strategic partnership with ElevenLabs, a prominent artificial intelligence voice technology developer. The alliance establishes TELUS Digital as a preferred global implementation partner for ElevenAgents, ElevenLabs’ advanced conversational AI platform, enabling enterprise organizations to scale human-like voice intelligence across their frontline customer care networks.
In effect, this collaboration fills an important void in the implementation of enterprise software, which is getting sophisticated voice synthesis technology off the lab floor and onto the production floor through a massive scale. Through the use of ElevenAgents in handling high-volume and mundane inquiries, contemporary customer support centers can be more efficient while assigning emotionally intense situations to human operators. This intelligent task distribution makes it possible for employees on the front lines to handle well-qualified tasks with increased capabilities to serve people.
Harmonizing Conversational AI Across Legacy Contact Center Infrastructure
Enterprise organizations can contract with ElevenLabs directly while leveraging TELUS Digital’s engineering infrastructure to design, deploy, and govern their voice AI environments. TELUS Digital will oversee the end-to-end integration architecture, linking ElevenAgents seamlessly with market-leading customer relationship management (CRM), CCaaS, and telephony ecosystems. Supported enterprise communications infrastructures include Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce.
“Voice is how people most naturally communicate, and it is fast becoming a primary way they connect with brands and customer care teams,” said Will Mayo, Senior Vice President, Commercial, TELUS Digital. “Voice AI can get customers the answers they need in the moment, without wait time or being passed between agents. That frees up our frontline teams to spend their time on the conversations that need them most. ElevenAgents is built for this, and it can deliver that experience to every customer, at scale.”
“Deploying AI agents at enterprise scale is harder than it looks – the technology has to hold up in a live operation with real customers, real complexity, and no margin for a bad experience,” said Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs. “TELUS Digital understands that.”
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Mitigating Contact Center Attrition via Intelligent Agent Simulation
Beyond refining outward-facing customer acquisition and retention strategies, the technical collaboration heavily optimizes internal workforce development pipelines. TELUS Digital has natively embedded ElevenLabs’ underlying voice technology into its proprietary Fuel iX™ Agent Trainer framework.
As an organization that hires and trains thousands of care representatives annually, TELUS Digital uses the platform to construct hyper-realistic voice and chat simulations. This framework allows incoming customer service professionals to practice handling diverse customer interactions—ranging from standard billing questions to highly sensitive complaints—prior to entering live phone queues.
Verified Performance and Operational Scale Metrics:
- Multilingual Fluency: Employs natural, sub-second latency speech synthesis spanning more than 70 global languages and local dialects.
- Onboarding Optimization: Accelerated new employee speed-to-proficiency, compressing standard training timelines by 20%.
- Simulation Scale: Executed more than 90,000 distinct AI-driven role-play training simulations as of June 2026, leading to measurable improvements in agent confidence and reduced employee turnover.
- Churn Mitigation: In an active telecom deployment, customers who received an automated, proactive welcome call were less than half as likely to cancel their subscriptions within their initial 30 days compared to average baseline metrics.
Enforcing Strict Ethics and System Governance Guardrails
As part of the compliance with rigorous security and data privacy measures required by the heavily regulated industries like telecommunication, financial and healthcare, ElevenAgents provides intrinsic encryption both in transit and at rest, in addition to complete compliance certifications with SOC 2, HIPAA, and GDPR. There are currently over 4.8 million digital agents managed by ElevenAgents that conduct 1.3 million automated conversations per day in 80 countries.
It is key to note that the design framework emphasizes strict human-managed compliance policies and transparency parameters. Each outbound or inbound automated interaction always starts with a voice announcement confirming the identity of the artificial intelligence agent prior to the verification of any individual’s account credentials. In addition, the solution also has built-in logic that automatically hangs up the connection or redirects it to a live representative in case the individual specifically chooses not to engage with the AI.
ElevenAgents’ managed service offering including the full integration solution is available instantly through TELUS Digital, delivering a proven, operator-based path for legacy customer service centers to become customer growth engines for global organizations.