ElevenAgents 原生接入 NiCE、Genesys、Amazon Connect 和 Five9 呼叫中心平台

Enterprises can now add natural, responsive voice agents to the contact center they already run, inside the call flows they already trust.

Most enterprises have spent a decade or more building their contact center stack. Their telephony, routing, compliance recording, and customer relationship management (CRM) systems are tuned to the business and audited by regulators. Thousands of live agents rely on that stack every day.

ElevenAgents now integrates natively with four leading contact center platforms: NiCE CXone, Genesys Cloud, Amazon Connect, and Five9. Together they power a large share of the world’s enterprise contact centers. For any other platform, ElevenAgents connects over Session Initiation Protocol (SIP). With ElevenAgents, enterprises can resolve repetitive calls and automate manual work without changing the stack underneath.

CXone is where enterprises bring human and AI agents together, and an open ecosystem makes that stronger. Our native integration with ElevenLabs gives joint customers another way to extend their CXone environment, inside the call flows, routing, and reporting they already run.

Jeff Comstock

president of product and technology at NiCE

Best-in-class voice agents, now native to your contact center

ElevenAgents keeps response times low, handles interruptions gracefully, and understands callers accurately, even with background noise, accents, or complex alphanumeric information. At the core is a voice stack built from our own audio research, with transcription, speech, and turn-taking tuned together as one system where our latest models are automatically available. Enterprises can choose from more than 17,000 voices or create their own brand voice, in over 90 languages.

ElevenAgents connects seamlessly to your contact center through native Contact Center as a Service (CCaaS) integrations or standard SIP trunking. It works inside the call flows you already run. Your contact center passes context to the agent at the start of the call. The agent then verifies the caller, completes the task, such as rescheduling an appointment or filing a claim, and logs the outcome in your CRM.

If a caller asks for a person, the agent hands the call back through your existing routing with full context, so no one has to repeat themselves. The same agent also works across other channels, including chat. Customers get a consistent experience wherever they reach you.

After an in-depth evaluation, we chose ElevenLabs to prototype, build and host our AI voice agents. Genesys is already our telephony platform, so the native integration was an important factor in our decision. It lets us build on the systems our teams already use, while keeping a natural experience for patients and the clinical governance and security healthcare requires,

Tom Kramer

CTO at AMC Health

What this means for your contact center

Enterprises can now modernize the front door of their contact center without replacing what’s behind it. That brings four benefits:

Lower cost per resolved call. Voice agents resolve routine requests like order status and appointment changes from start to finish, so cost to serve drops without hurting the customer experience.
Capacity on demand. ElevenAgents scales to absorb sudden spikes in call volume, from seasonal peaks to outages, so wait times stay short and your team isn’t overwhelmed.
24/7 availability. Customers get instant support around the clock and in their own language. When a call needs a person, the agent captures the details so your team can pick up where the conversation left off.
More time for high-touch conversations. Voice agents take on repetitive, low-judgment tasks so your team can focus on complex and high-value conversations.

Supported platforms

NiCE CXone
ElevenAgents integrates with NiCE CXone, so NiCE customers can add voice agents to their existing contact center while CXone continues to manage telephony, routing, and reporting. Contact us to get started.

Genesys Cloud
The native Audio Connector integration lets Genesys customers bring ElevenAgents directly into their Genesys contact center, with no SIP trunking required. See the Genesys integration docs for details.

Amazon Connect
During a live contact, the Amazon Connect AI agent can bring in an agent to talk with the customer, perform work in the background, or both. When the task is complete, control returns to Amazon Connect. See the Amazon Connect integration docs for details.

Five9
With Five9 AI Agent Connect, Five9 transfers calls to a voice agent over SIP. The agent handles the conversation, then returns routing and disposition data to Five9 so the call flow can continue, whether that means transferring to a live agent, ending the call, or recording a disposition. AI Agent Connect is a Five9 add-on. Contact your Five9 account team to enable it or see the Five9 integration guide for details.

Any SIP-enabled platform
ElevenAgents connects to any contact center or private branch exchange (PBX) that supports SIP trunking, so you can keep your existing numbers, routing and infrastructure. Call context passes in both directions through SIP headers, so the agent knows who’s calling and why, and can hand that context back on transfer. ElevenAgents also works with leading telephony providers, including Twilio, Vonage, Telnyx, Plivo, Bandwidth, and Exotel. See the SIP trunking docs for details.

Get started

Your contact center already does the hard work of connecting, routing, and recording every call. With native integrations for NiCE, Genesys Cloud, Amazon Connect, and Five9, ElevenAgents builds on that foundation. Customers get faster, always-on service, and your team gets more time for the conversations that need a person. Talk to our team to start automating calls on the platform you already run.