ElevenLabs connects voice agents to major contact-center platforms

ElevenLabs announced that its ElevenAgents voice-agent product now integrates natively with four contact-center-as-a-service (CCaaS) platforms: NiCE CXone, Genesys Cloud, Amazon Connect and Five9. Other contact centers and PBX systems can connect through standard SIP trunking. The company says the four platforms account for a large share of enterprise contact centers. It did not give a figure.

ElevenLabs is selling this as a way to automate calls without touching the telephony, routing, compliance recording and CRM systems that enterprises have already built. In the flow the company describes, the contact center passes context to the agent when the call starts. The agent then verifies the caller, completes a task such as rescheduling an appointment or filing a claim, and logs the result in the CRM. If the caller asks for a person, the agent hands the call back through existing routing with full context.

Each integration works differently:

• Genesys Cloud connects through its Audio Connector, with no SIP trunk required.
• Amazon Connect can bring in the agent during a live contact, either to talk with the caller or to work in the background. Control returns to Connect when the task is done.
• Five9 transfers calls over SIP through AI Agent Connect, a paid add-on, and gets routing and disposition data back.
• NiCE CXone keeps handling telephony, routing and reporting. Customers are told to contact ElevenLabs to get started.

ElevenLabs also lists support for telephony providers including Twilio, Vonage, Telnyx, Plivo, Bandwidth and Exotel. It says the product offers more than 17,000 voices in over 90 languages.

The announcement does not include pricing, named customers, or performance figures for latency or resolution rates.