ElevenLabs
ElevenAgents can now run inside Genesys customer journeys alongside Genesys Cloud Agentic Virtual Agents. Enterprises can coordinate how the two types of agent work together, rather than choosing one system for the whole journey.
The integration also offers a second route. ElevenLabs voices can be added directly to Genesys Cloud Agentic Virtual Agents, giving existing Genesys agents more expressive, human-like speech.
Source: Read the official announcement.
Two Ways to Use ElevenAgents With Genesys
The partnership covers both complete ElevenAgents and ElevenLabs voice technology. That gives enterprise teams two implementation choices based on the agents they already have in place.
| Approach | What Changes | Where It Runs |
|---|---|---|
| Add ElevenAgents | ElevenAgents join the customer journey and work alongside Genesys agents | Genesys customer journeys |
| Add ElevenLabs voices | Genesys Cloud Agentic Virtual Agents use ElevenLabs expressive voices | Directly within Genesys virtual agents |
In the first approach, an enterprise adds ElevenAgents to a journey that can also contain Genesys Cloud Agentic Virtual Agents. The agents can then be coordinated across that journey.
In the second, the enterprise keeps its Genesys Cloud Agentic Virtual Agents and adds ElevenLabs voices to them. This changes the voice used for customer interactions without requiring an ElevenAgent to handle the full interaction.
- 1
Choose the agent setup
add ElevenAgents or keep Genesys Cloud Agentic Virtual Agents
- 2
Place agents in the journey
run ElevenAgents alongside Genesys agents where required
- 3
Coordinate the agents
define how they work together across the customer journey
- 4
Add the voice
apply ElevenLabs voices directly to Genesys virtual agents when using the second approach
ElevenLabs Voices Can Sit Inside Genesys Agents
The direct voice option separates an agent’s voice from the agent system handling the interaction. Genesys Cloud Agentic Virtual Agents can retain their role in the customer journey while using ElevenLabs for the spoken output.
The wider ElevenAgents integration goes further by putting agents from both platforms into the same customer journey. The announcement focuses on enterprise deployments and coordination between the agents.
Frequently asked questions
What is the ElevenLabs ElevenAgents integration with Genesys?
It lets enterprises add ElevenAgents to Genesys customer journeys alongside Genesys Cloud Agentic Virtual Agents. The agents can be coordinated to work together within those journeys.
Can Genesys virtual agents use ElevenLabs voices?
Yes. ElevenLabs expressive, human-like voices can be added directly to Genesys Cloud Agentic Virtual Agents.
Which Genesys plan includes the ElevenAgents integration?
The announcement does not give pricing or plan details. It describes the integration as available to enterprises but does not name specific Genesys or ElevenLabs plans.
Sources
4 checkedHow we cover tool news: Create With's tool desk drafts these reports with AI from the sources listed above and checks them against those sources before publishing.
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