TELUS Digital and ElevenLabs Partner to Scale Voice AI Alongside Frontline Customer Care Teams

Executive Summary

• TELUS Digital and ElevenLabs announced a strategic partnership to deploy ElevenLabs' AI voice agent platform, ElevenAgents, for enterprise customer experience operations.
• TELUS Digital will serve as the preferred implementation partner, handling system integration, governance, and ongoing managed services across major CRM and telephony platforms.
• Internal TELUS deployments demonstrate significant operational and commercial benefits, including a 20% reduction in agent onboarding time, a >50% reduction in early customer cancellations, and high satisfaction scores, with plans to commercialize the solution across multiple high-volume industries.

Key Details

• Partnership Structure: Enterprises will contract directly with ElevenLabs and engage TELUS Digital for deployment, integration, governance, and ongoing operational support.
• Technical Integrations: TELUS Digital will lead implementation across Genesys, Twilio, Amazon Connect, Zendesk, and Salesforce, alongside orchestration, monitoring, and human-in-the-loop capabilities.
• Operational Expertise: TELUS Digital brings over 900 AI engineers, a forward-deployed engineering model, and post-go-live managed services to scale voice AI in production.
• Internal Training Proof-of-Concept: TELUS Digital uses ElevenLabs for its proprietary Fuel iX™ Agent Trainer, completing over 90,000 simulations as of June 2026, reducing agent onboarding time by 20% and showing early signs of lower turnover.
• Internal Customer Service Proof-of-Concept: An ElevenLabs voice agent proactively contacted newly activated home internet customers within their first 90 days, handling setup confirmations, billing walkthroughs, and onboarding questions while routing complex issues to human agents.
• Commercial Performance Metrics: Customers receiving proactive welcome calls were less than half as likely to cancel within 30 days compared to the average new internet customer, and gave the calls an average satisfaction score of 8.5/10.
• Platform Capabilities: ElevenAgents supports 70+ languages with low latency, real-time action-taking (e.g., account updates, booking follow-ups), proactive outreach, and dynamic mid-call language switching.
• Compliance & Security: Data is encrypted in transit and at rest; platform is SOC 2, HIPAA, and GDPR compliant, with EU Data Residency and Zero Retention modes available for regulated industries.
• Platform Scale: 4.8 million agents are currently live on the platform, handling 1.3 million conversations daily across enterprises and governments in 80 countries.
• Go-to-Market Expansion: TELUS Digital and ElevenLabs will jointly market the solution to enterprises in telecommunications, financial services, utilities, retail, and other high-volume customer engagement sectors.
• Conference Activity: Co-hosting a VIP reception for technology and AI executives at Customer Contact Week (CCW) in Las Vegas on June 23, 2026, from 6:00 to 9:00 pm PDT.

Notable Quotes

• Ashish Uchil, Head of Business Development and Partnerships at ElevenLabs: "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."
• Will Mayo, Senior Vice President, Commercial, TELUS Digital: "Voice is how people most naturally communicate, and it is fast becoming a primary way they connect with brands and customer care teams... ElevenAgents is built for this, and it can deliver that experience to every customer, at scale."
• Jelena Bajic, Global Vice President, Global Operations Excellence, TELUS Communications: "Our team members are the heart of customer care at TELUS... When customers sign up for home internet, those first moments matter. We wanted to welcome every new customer proactively... With ElevenLabs, we can deliver that personalized first experience at scale."