The ElevenLabs voice agent in Amazon Connect.
Put an ElevenLabs voice agent on your Amazon Connect calls. It answers on your own Connect number with a natural, human-sounding voice, holds a real conversation with the caller, drives your back-end systems to complete the request, then hands off to a human queue where needed — with the AI summary, caller intent and transcript already in the agent's CRM screen-pop. ElevenLabs conversational voice for the contact centre, wired into Amazon Connect by ProUCX.
Available on AWS MarketplaceElevenLabs Voice Agent in Amazon Connect — by LiveUCX
ElevenLabs voice on Amazon Connect · Live transcript & sentiment · Back-end process automation · Warm handoff with context · Runs against your own Connect instance
For organisations already running Amazon Connect — the ElevenLabs voice works from your existing Connect instance, on the number your customers already call.
The summary, caller intent and transcript travel with the call into the agent's Dynamics 365, HubSpot or Pipedrive screen-pop — the differentiator that most voicebots miss.
A human-sounding voice that holds a free-flowing conversation, so the caller talks normally instead of navigating a press-1 menu.
Answers in your contact flow and hands off as an ordinary Connect transfer, so routing, recording and reporting stay with the contact.
An ElevenLabs voice that hands off warm — not into a void
Plenty of tools can put an ElevenLabs voice on a phone line. The hard part is what happens when the caller needs a person. Most voicebots dump the caller into a queue with nothing to show for the conversation, so the human starts from zero and the caller repeats themselves. This integration is built around the handoff: the ElevenLabs agent answers, understands and qualifies, and when a person is needed it passes the call on warm — with the context attached. If you're weighing this against the Amazon Polly voices Connect ships with, we walk through the difference in can Amazon Connect use ElevenLabs voices? — and compare the two engines feature by feature in Amazon Polly vs ElevenLabs.
“Hi, I'd like to change the delivery address on order 4471.”
Summary: wants to change delivery address on order #4471. Intent: order_amend · Transcript: view.
The agent opens the call already knowing what the caller wants.
From an ElevenLabs-answered call to a human, already in context
Your Amazon Connect contact flow routes the incoming call to the ElevenLabs voice agent, which greets the caller and starts a natural conversation — no rigid touch-tone menu.
The agent works out the reason for the call, asks the right follow-ups and captures the details it needs, with the ElevenLabs voice carrying the conversation.
Simple enquiries can be handled end to end. When a human is the right answer, the agent hands off — and the caller can ask for a person at any time.
A summary, the detected intent and a transcript link are written to Amazon Connect contact attributes on the same contact.
The call transfers to the right queue, and the context appears in the agent's CRM the moment they connect.
ElevenLabs voice answers the call in the Amazon Connect contact flow; natural and conversational, not a touch-tone IVR; triages and qualifies before a human is involved; warm handoff to a human queue with the context attached; summary, intent and transcript link written to contact attributes; fail-safe — if the AI can't help, the caller goes straight to a person; works from your existing Amazon Connect instance.
The ElevenLabs conversation shows up where your agent is already looking
The handoff travels through Amazon Connect contact attributes — the same mechanism the ProUCX CRM connectors already read for screen-pop. So the ElevenLabs agent's work surfaces right beside the matching record, with no connector changes.
The summary, intent and transcript link surface in the agent panel when the call screen-pops the matching record. AWS Connect for Dynamics 365
Context lands beside the matching HubSpot record as the call connects, so the rep opens the conversation informed. AWS Connect for HubSpot
The summary and transcript appear against the matching person or deal the moment the softphone screen-pops. AWS Connect for Pipedrive
What the ElevenLabs integration is being built to do
An ElevenLabs voice agent that picks up the Amazon Connect voice contact directly in your contact flow, before an agent is engaged.
Human-sounding, free-form conversation with an ElevenLabs voice — not a scripted DTMF menu.
Set the greeting, prompt and voice so the agent sounds like your brand rather than a generic bot.
Works out why the caller is ringing and routes accordingly — resolve, direct to the right queue, or escalate.
Transfers to a human queue with the AI summary, intent and transcript attached to the contact.
Writes a concise summary and a link to the full transcript to Amazon Connect contact attributes for the CRM to render.
Ask for an agent, stay silent, or hit a limit and the call goes straight to a human — the AI is an optimisation, never a trap.
Designed to surface context in the ProUCX connectors for Dynamics 365, HubSpot and Pipedrive with no connector changes.
Built for Amazon Connect and designed to run against your own AWS account and Connect instance.
Where the ElevenLabs voice is processed
We won't pretend otherwise: the AI voice processing runs on ElevenLabs, which processes audio outside Australia — there is no ElevenLabs region in Australia. Your Amazon Connect instance, call recordings and reporting stay in your own AWS account and region, exactly as they do today. If you have a contractual requirement for the voice AI itself to be processed onshore in Australia, tell us before you commit — that's a conversation to have, and there are onshore-capable paths we can discuss under the broader Live AI Agent product.
Hear what it sounds like, and watch what it does
The demo console runs a call end to end: the lifecycle moving from dial in through to wrap-up, the transcript building turn by turn with sentiment on each message, the back-end integrations lighting up as the agent calls them, and the process-flow checklist completing.
ElevenLabs Voice Agent questions
No. ProUCX builds the integration that puts an ElevenLabs voice agent into your Amazon Connect contact flow and hands the conversation context into your CRM. ElevenLabs provides the conversational voice AI; ProUCX connects it to Amazon Connect. ElevenLabs is a trademark of its respective owner.
The ElevenLabs Voice Agent in Amazon Connect is listed on AWS Marketplace, so you can subscribe against the AWS account you already have. You can also book a briefing and we'll run it against your own Amazon Connect instance.
The AI voice processing runs on ElevenLabs, which processes audio outside Australia — there's no ElevenLabs region in Australia. Your Amazon Connect instance, call recordings and reporting stay in your own AWS account and region. If you have a contractual requirement for the voice AI itself to be processed onshore, talk to us before you commit — there are onshore-capable paths we can discuss under Live AI Agent.
An AI summary, the detected intent and a transcript link, written to Amazon Connect contact attributes. Our connectors for Dynamics 365, HubSpot and Pipedrive already read contact attributes for screen-pop, so that context lands in the CRM as the call connects.
Yes. This page covers the ElevenLabs option specifically, chosen for voice quality. The broader Live AI Agent product is designed to be voice-vendor-flexible, including onshore-capable options for buyers with an Australian data-residency requirement.
Yes. Open the live demo and watch a call run end to end — the lifecycle, the live transcript with sentiment, the back-end integrations and the process flow completing.
Put an ElevenLabs voice on your Amazon Connect number
Subscribe on AWS Marketplace and bill it to the AWS account you already have, or book a briefing and we'll run it against your own Amazon Connect instance.
Available on AWS MarketplaceElevenLabs Voice Agent in Amazon Connect — by LiveUCX
Part of Live AI Agent. This page covers the ElevenLabs option specifically, chosen for voice quality. It's part of the broader ProUCX Live AI Agent product — an AI voice agent for Amazon Connect that's designed to be voice-vendor-flexible, including onshore-capable options for buyers with an Australian data-residency requirement. Explore Live AI Agent →