TELUS Digital has become a preferred implementation partner for ElevenAgents, ElevenLabs' voice AI platform, the companies announced June 22, 2026. The agreement lets enterprises deploy AI voice agents that handle routine customer calls while routing complex issues to human teams - a concrete shift toward giving frontline support staff better-qualified work and more capacity for the conversations that need them most.
How the partnership works
Enterprises can contract with ElevenLabs directly and work with TELUS Digital to implement and run the voice AI. TELUS Digital will lead integration, governance, and ongoing managed services across major CRM, CX, and telephony platforms including Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce. The company brings more than 900 AI engineers and a forward-deployed model, embedding engineers directly in client operations to build solutions close to the real work.
Voice AI in action at TELUS
TELUS Communications ran a proof-of-concept where an ElevenLabs voice agent proactively called newly activated home internet customers during their first 90 days. The agent walked them through their first bill and onboarding questions, while human agents handled account changes, troubleshooting, and any request for human support. The AI identified itself at the start of every call and gave customers the option to decline.
Customers who received the welcome call were less than half as likely to cancel within their first 30 days as the average new internet customer, and rated the calls an average of 8.5 out of 10.
What it means for frontline teams
"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," said Will Mayo, Senior Vice President, Commercial, TELUS Digital.
Jelena Bajic, Global Vice President, Global Operations Excellence at TELUS Communications, said: "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. … 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."
Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs, added: "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. TELUS Digital understands that. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience."
Why this matters for Customer Support
This partnership is the latest example of how AI for Customer Support is moving from experimental chatbots to production voice agents that take on routine transactions. For support teams, the shift means less time on repetitive queries and more time on work that requires judgment and empathy. TELUS Digital already uses ElevenLabs to train its own agents via simulated voice calls, which cut onboarding time by 20% and gave new agents more confidence before live calls. That model - using AI to prepare humans for the conversations AI doesn't handle - points to where the role is heading. For call center supervisors, preparing teams for this hybrid environment will require new skills. Resources like an AI Learning Path for Call Center Supervisors can help bridge the knowledge gap.
More details on the technology are available at TELUS Digital's conversational AI solutions and ElevenAgents.
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