TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences, has announced a partnership with ElevenLabs, an AI company focused on voice communication. The partnership designates TELUS Digital as a preferred implementation partner for ElevenAgents, ElevenLabs' AI voice agent platform that handles high-volume routine interactions and routes complex or sensitive ones to human frontline teams.
Partnership Details and Implementation
Under the agreement, enterprises can contract directly with ElevenLabs and work with TELUS Digital to deploy and manage the voice AI technology. TELUS Digital will lead implementation, integration, and governance for clients adopting ElevenAgents, drawing on expertise across major customer relationship management (CRM), customer experience (CX), and telephony platforms, including Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce. The company will also provide orchestration, monitoring, and human capabilities needed to run voice AI 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. They bring the operational depth and engineering expertise to take ElevenAgents from a deployment into something customers actually experience.”
Operational Expertise and Engineering Depth
TELUS Digital’s expertise in conversational AI for customer service spans voice, generative AI, and agentic automation. The company runs customer operations at scale itself and employs more than 900 AI engineers with deep understanding of enterprise-grade AI delivery. It applies a forward-deployed engineering model, embedding engineers within client operations to build and refine solutions close to real work.
TELUS Digital’s role extends 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.
Capabilities of ElevenAgents
ElevenAgents produces natural, human-sounding speech across more than 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. This results in a customer experience that is consistent, on-brand, and available at any scale, without rebuilding from scratch for every market or channel.
Voice AI enables enterprises to handle far more customer conversations than frontline teams can manage alone, in a customer’s own language. AI agents like ElevenAgents resolve common requests and connect to back-end systems to take action mid-conversation, such as updating an account or booking a follow-up. They can also proactively reach customers at key moments, like onboarding a new account. This extends the coverage of customer care operations while freeing teams to focus on interactions where human touch makes a difference.
