TELUS Digital and ElevenLabs Partner to Scale Voice AI in Customer Care

The collaboration leverages TELUS Digital’s operational expertise to deploy ElevenLabs’ voice technology across major CRM and telephony ecosystems, including Salesforce, Genesys, and Amazon Connect. Rather than replacing human personnel, the partnership focuses on an agent-plus-AI model where automated systems handle onboarding, billing, and basic troubleshooting. This approach allows frontline teams to dedicate their time to high-value interactions that require human judgment and empathy.

TELUS Digital brings a deep bench of 900 AI engineers to the partnership, utilizing a forward-deployed engineering model that embeds technical staff directly into client operations. The firm has already validated the technology within its own infrastructure, using ElevenLabs to train contact center agents through simulations. This internal testing resulted in a 20% reduction in onboarding time, while a proactive customer welcome program at TELUS Communications saw new internet subscribers significantly less likely to cancel their service within the first month.