ElevenLabs announced on November 4 that ElevenAgents, its voice agent platform, now integrates natively with four contact center platforms: NiCE CXone, Genesys Cloud, Amazon Connect and Five9. Other contact centers and PBX systems can connect over SIP trunking.
Each integration works differently. With NiCE CXone, CXone keeps handling telephony, routing and reporting while customers add ElevenAgents voice agents. The Genesys Cloud integration runs through Genesys's Audio Connector, "with no SIP trunking required." In Amazon Connect, the Amazon Connect AI agent can bring in an ElevenAgents agent during a live contact, and control returns to Amazon Connect when the task is done. Five9 transfers calls to the voice agent over SIP through its AI Agent Connect add-on, and the agent sends back routing and disposition data so the call flow can continue.
For other SIP-enabled systems, ElevenLabs says call context passes in both directions through SIP headers. It lists Twilio, Vonage, Telnyx, Plivo, Bandwidth and Exotel as supported telephony providers. The company cites more than 17,000 voices and support for over 90 languages.
AMC Health's CTO is quoted in the announcement saying Genesys was already the company's telephony platform, so "the native integration was an important factor in our decision." ElevenLabs gave no general-availability date, pricing or regional details. NiCE customers are told to contact ElevenLabs to get started, and Five9 customers need their account team to enable the add-on.
For teams deploying voice AI in large companies, the main obstacle is often the existing contact center stack rather than the model. Native connectors let an AI agent take a call and hand it back to human queues without rebuilding routing and reporting.