# ElevenAgents expands contact-center integrations. Availability varies by platform.

ElevenLabs outlines integrations for NiCE, Genesys, Amazon Connect and Five9. Amazon Connect remains limited availability, and Five9 requires a paid add-on.

By Paras Madan | 2026-11-05


ElevenLabs is making a practical enterprise pitch: add AI voice agents without replacing the contact-center systems a business already uses.

Its [November 4 rollout announcement](https://elevenlabs.io/blog/elevenagents-contact-center-integrations) brings together integrations for NiCE CXone, Genesys Cloud, Amazon Connect and Five9, with SIP connectivity for other platforms. The goal is to keep existing call routing and operational systems while letting ElevenAgents handle part of a conversation and pass control back.

This is an integration announcement, not a new speech model or proof that every connector first became available on that date. The implementation details also differ enough that buyers should not read the four platform names as four interchangeable, generally available options.

## Amazon Connect has the clearest access restrictions

The [Amazon Connect integration guide](https://elevenlabs.io/docs/eleven-agents/phone-numbers/c-caa-s-integrations/amazon-connect) explicitly labels the integration limited availability. It requires third-party AI agent support for the AWS account and Region, a Connect Customer-tier instance, and enablement of the transport in the ElevenLabs workspace. Customers should contact their ElevenLabs representative before sending live traffic.

The connection uses Amazon Connect's native third-party agent protocol rather than a SIP trunk. Connect retains telephony, queues and routing. The current implementation supports voice handoff, but not the Connect chat channel or behind-the-scenes collaboration. That is narrower than the broad possibilities described in the launch post.

There is a data-handling detail worth checking too. Traces sent to Amazon Connect include transcripts, responses and tool results. ElevenLabs zero retention does not prevent that transmission: it governs what ElevenLabs stores, not what the customer's Connect system receives. Additional AWS charges may apply.

## Genesys and Five9 use different connection methods

For Genesys, the [Audio Connector documentation](https://elevenlabs.io/docs/eleven-agents/phone-numbers/c-caa-s-integrations/genesys) describes a WebSocket integration that does not need SIP trunking. Setup requires a Genesys Cloud CX license with bot-flow capabilities, administrator access, an ElevenLabs agent and an API key.

The connector can exchange session variables so the existing flow retains context. Human handoff still depends on the Genesys flow interpreting returned information and routing the caller. Client tools are unsupported, and only audio and interruption client events are supported. A working voice connection therefore does not imply that every feature of an agent will carry over unchanged.

Five9 takes a SIP-based approach. Its [integration guide](https://elevenlabs.io/docs/eleven-agents/phone-numbers/c-caa-s-integrations/five9) requires the paid AI Agent Connect add-on, which is not enabled by default. Calls transfer to an ElevenLabs SIP number, and routing or disposition information returns to Five9 through headers.

That makes agreed data mappings part of deployment, not an optional cleanup task. Both teams need to test what information arrives, what comes back and which queue receives an escalated call. NiCE CXone onboarding is sales-assisted; the announcement directs customers to contact ElevenLabs.

## Evaluate the complete call, not just the voice

The business value is straightforward: an organization can consider voice automation without first rebuilding its contact center. But keeping the underlying platform does not eliminate integration work.

A useful pilot starts with a narrow task and a defined handoff. Check whether the caller can reach a person, whether that person receives the necessary context, and whether the original system records the outcome correctly. Test interruptions, authentication failures and tool errors as carefully as successful calls.

Costs should be evaluated across the full workflow. The announcement does not provide a single price covering all four integrations. Platform add-ons, agent usage and provider charges belong in the same comparison, alongside resolution rates and repeat contacts.

The interesting change is easier access to existing enterprise call flows. The measure of success is whether customers finish their task and can recover smoothly when automation cannot help.

I'm Paras. I work at the intersection of AI, engineering and distribution.

I help technical founders explain AI products through practical workflows, clear limitations and stories customers can use to make decisions.

[Book a 30-minute call](https://cal.com/paras-madan/30min).