The partnership brings ElevenAgents to enterprise customer experience, with TELUS Digital providing the implementation and operations expertise to put it into production

TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations, announced a partnership with ElevenLabs, an AI company that transforms how people and businesses communicate with the world. The partnership makes TELUS Digital a preferred implementation partner for ElevenAgents, ElevenLabs’ AI voice agent platform. ElevenAgents handle high-volume, routine interactions and route complex or sensitive ones to human frontline teams, who receive better-qualified work and more capacity for the customers who need them most.

Under the partnership, enterprises can contract with ElevenLabs directly and work with TELUS Digital to deploy and run the voice AI technology. TELUS Digital will lead implementation, integration and governance for clients adopting ElevenAgents, drawing on expertise across the major customer relationship management (CRM), CX and telephony platforms ElevenLabs connects to, including Genesys, Twilio, Amazon Connect, Zendesk and Salesforce, along with the orchestration, monitoring and human capabilities clients need to run voice AI at scale. TELUS Digital’s role will continue beyond go-live, with ongoing managed services and operational support to keep voice AI running well in production, and to grow it as client needs evolve.

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“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. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience. That’s exactly the kind of partner we want building with us.”

TELUS Digital’s expertise in conversational AI for customer service spans voice, generative AI and agentic automation, backed by something few implementation partners can match: it runs customer operations at scale itself, and employs more than 900 AI engineers with a deep understanding of enterprise-grade AI delivery. It applies a forward-deployed engineering model, embedding its engineers within client operations to build and refine solutions close to the real work.

What can voice AI do for enterprises?

Voice AI is a way to handle far more customer conversations than frontline teams can handle on their own, in a customer’s own language. AI Agents like ElevenAgents resolve common requests and connect to back-end systems to take action mid-conversation, like updating an account or booking a follow-up. They can also reach customers proactively at the moments that matter, such as onboarding a new account. This extends what a customer care operation can cover, while freeing teams to spend their time where people make the difference.

ElevenAgents produces natural, human-sounding speech across 70+ languages with low latency. AI Agents talk, listen, and take action in real time – resolving issues, triggering workflows, and delivering accurate answers grounded in a company’s own data. When a customer switches languages mid-call, the agent follows; when they interrupt or hesitate, the conversation keeps moving. The result is a customer experience that’s consistent, on-brand, and available at any scale, without rebuilding from scratch for every market or channel.

“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.”

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ElevenLabs at work at TELUS Digital and TELUS

TELUS Digital already uses ElevenLabs to train its own contact center agents through its proprietary Fuel iX™ Agent Trainer. The company onboards thousands of new agents each year, and the platform generates lifelike voice and chat simulations so they can rehearse a full range of customer situations – from routine questions to difficult complaints – before taking live calls. After more than 90,000 simulations as of June 2026, the approach has reduced onboarding time by 20%, with early signs of lower agent turnover as better-prepared agents start the role with more confidence.

At TELUS Communications, a world-leading communications technology company, an ElevenLabs voice agent proactively reached newly activated home internet customers in their first 90 days, a proof-of-concept designed and built by TELUS Digital, a business entity of TELUS. The agent and the team each played a clear role:

• The voice agent confirmed service setup, walked customers through their first bill, and answered early onboarding questions before customers needed to reach out.
• Account changes, promotions, service troubleshooting and any request for human support stayed with TELUS’ human agents.
• Transparency was built in: the agent identified itself as an AI at the start of every call and before any account information was discussed, and the call ended if a customer declined to continue.

“Our team members are the heart of customer care at TELUS, and they’re who customers turn to for the complex and sensitive issues where human judgment and empathy matter most,” said Jelena Bajic, Global Vice President, Global Operations Excellence, TELUS Communications. “When customers sign up for home internet, those first moments matter. We wanted to welcome every new customer proactively — before they hit a problem — with personalized onboarding that gets them set up for success. With ElevenLabs, we can deliver that personalized first experience at scale. It frees our team members to do what they do best: handle complex issues and build real relationships. That’s where human judgment and empathy create the most value for customers.”

TELUS customers who received a welcome call were less than half as likely to cancel within their first 30 days as the average new internet customer, and gave the welcome calls an average score of 8.5 out of 10. Building on these results, TELUS Digital and ElevenLabs will go to market together to bring ElevenAgents into live customer service for enterprise clients across telecommunications, financial services, utilities, retail and other sectors with high-volume customer engagement needs.