Given contacts and a goal, the agent keeps following up
Voice AI company ElevenLabs on Nov. 9 announced "ElevenAgents Campaign Manager" for "outbound campaigns" in which companies call customers to drive sales and contract renewals. It is a feature added to "ElevenAgents," the company's service for building voice agents that companies use to talk with customers, and it targets teams handling sales, retention, patient outreach, collections, customer service and recruiting.
Companies using it provide a list of contacts and a goal, such as qualifying a lead or confirming an appointment. Campaign Manager runs the campaign, follows up with each contact over time until the goal is reached, and carries the content of earlier conversations into the next contact. The company said outbound work needs more than a contact list and an automatic dialer: it also requires well-timed follow-ups, tracking each contact's progress and controls that hold on every call.
ElevenLabs' official X account also posted the announcement on Nov. 9 (12:11 a.m. Nov. 10 Japan time).
Introducing ElevenAgents Campaign Manager, built to help the teams who run outbound campaigns achieve their outcomes. Give it your contacts and a goal, like a qualified lead or a confirmed appointment. It follows up with each contact over time to get there, carrying context https://t.co/5DCIdi9cSc
Calls back if no one answers, and reaches other family members or contacts
The agent places calls within the hours the company sets and talks based on the content of earlier conversations. Depending on whether the person answered or the call went to voicemail, it decides whether to call back later, book a callback at a time the person specifies, or move to another phone number or another person on the same account. It stops when the goal is reached or when the person asks not to be contacted.
The official blog gave a telecom contract renewal as an example. If the account holder does not answer a call on a Tuesday afternoon, the agent schedules a retry within the calling window. When the account holder answers the second time and says their daughter manages the family plan, the agent confirms that the daughter is on the same account, calls her and walks her through the renewal.
According to the company, Campaign Manager has been running real outbound campaigns in a beta with customers in insurance, banking, e-commerce and other industries. One insurance company works through its entire daily list of leads, with the agent calling back those it could not reach. A European bank contacts people likely to be interested in a new credit card, gauges their interest and hands them off to staff along with the information needed to close the deal. Neither company was named.
The official blog also included comments from Jeremy O'Sullivan, chief technology officer of customer The AA Ireland. He said that on a typical day the company could previously get through only 50 to 60% of its leads, but with Campaign Manager it can process 100%, and that voicemail detection is also much better than in its previous system. The figures come from the company's statement, and ElevenLabs did not explain how they were calculated.
Calling hours and stop lists can be set, and progress is recorded per contact
Outbound contact is often subject to rules on whom a company may contact, when and how many times, and what it must tell the person. In Campaign Manager, calling hours can be set for each campaign, and the number of attempts can be capped. Callbacks have a separate cap. Each campaign's do-not-contact list is updated immediately when a person asks to stop being contacted. Required disclosures can also be included at the start of calls and in the instructions to the agent.
Attempts, callbacks and switches to another person are recorded for each contact. The company said settings can be changed without development work. It can also be used with ElevenAgents' existing controls, including safeguards (guardrails) that check responses in real time, detection of when the other party is an automated answering system, and removal of sensitive information from transcripts and recordings.
Progress is shown for each campaign as a single flow (funnel) from enrollment to outcome. For each contact, users can check in chronological order what the agent did and why. Cases the system should not decide go to a review queue along with the call content, and all data can be exported in CSV format.
Available to existing customers from the same day, with email and SMS to come
Campaign Manager uses the agents and phone numbers that companies already use in ElevenAgents, so there is no need to rebuild them. Contacts are registered by uploading a CSV file or through an API from internal systems such as customer relationship management software. It supports voice calls and messages on phone and WhatsApp, and the company said it will support email and SMS in the future. It did not give a timeline for that support.
ElevenLabs said ElevenAgents Campaign Manager is now available. Existing ElevenAgents customers can use it from "Campaigns" in the Agents sidebar. New companies are directed to contact the company's sales team. The official blog does not state pricing or the regions covered.
ElevenAgents also offers the voice model "Eleven Realtime v1," released in October. On Nov. 11, two days after this announcement, ElevenLabs separately announced plans at an event in New York to add features such as keeping records for each customer to ElevenAgents (ElevenLabs Summit announcements).
