ElevenLabs vs Retell: Full-stack voice AI or agent middleware?

TL;DR

ElevenLabs and Retell both offer conversational AI platforms for building voice agents, but their architectures are fundamentally different. ElevenLabs owns the entire voice stack – it makes the TTS that many Retell customers already use as their voice provider. ElevenLabs Conversational AI delivers sub-300ms streaming latency because there is no middleware layer adding cost and delay. Retell is an orchestration platform that stitches together third-party STT, LLM, and TTS providers (including ElevenLabs), offering a visual agent builder and multi-provider flexibility. Choose ElevenLabs if you want the best voice quality with the lowest latency and total cost. Choose Retell if you need multi-provider flexibility with a visual no-code builder.

At-a-glance comparison

Detailed comparison

Architecture: full-stack vs middleware

This is the fundamental difference between ElevenLabs and Retell.

ElevenLabs Conversational AI owns the full stack. The same company that builds the TTS models also builds the STT (Scribe), the agent logic layer, and the telephony integration. This means voice data flows through a single optimized pipeline with no third-party hops. The result is lower latency, lower cost, and consistent voice quality because there is no provider-to-provider handoff adding delay.

Retell is middleware. It orchestrates third-party components – you choose your TTS provider (ElevenLabs, OpenAI, Deepgram, Cartesia), your STT provider, and your LLM. Retell adds a visual builder, call management, and analytics on top. This gives you flexibility to swap providers, but each handoff adds latency and cost. The irony is that many Retell customers choose ElevenLabs as their TTS provider – meaning they are paying Retell to route their requests to ElevenLabs, adding a middleware layer they could eliminate.

Bottom line: ElevenLabs eliminates the middleware layer, delivering lower latency and lower total cost. Retell offers multi-provider flexibility at the expense of additional latency and stacked component costs.

Voice quality

ElevenLabs is the industry leader in voice quality – ranked #1 in independent blind listening tests, chosen 37 times versus the next-closest competitor at 19, with the lowest word error rate at 2.83%. The Eleven v3 model supports audio tags for expressive control and native multi-speaker dialogue. Voices sound natural, emotional, and human-like even in extended conversations.

Retell does not build its own TTS. Voice quality depends entirely on which provider you select. When Retell customers choose ElevenLabs as their TTS provider, they get ElevenLabs’ voice quality – but with added latency from the middleware layer. When they choose a cheaper provider, voice quality drops. Users have reported that voice “can sound robotic in longer/complex conversations” depending on the provider and configuration.

Bottom line: ElevenLabs makes the best TTS available. Using ElevenLabs directly gives you the same voice quality Retell offers at its best, without the middleware overhead.

Latency and real-time performance

ElevenLabs Conversational AI delivers sub-300ms streaming latency. Because all components (TTS, STT, agent logic) run within the same platform, there are no cross-provider network hops. This produces conversations that feel natural and responsive.

Retell reports approximately 620ms average latency, with <800ms at p99. Some optimized benchmarks have achieved around 280ms, but out-of-box latency typically ranges from 550–800ms. Default settings can add an additional 1.5 seconds if not tuned. The latency comes from the middleware architecture: Retell must route requests between separate STT, LLM, and TTS providers, with each handoff adding delay.

Bottom line: ElevenLabs delivers lower, more consistent latency because it owns the full pipeline. Retell’s latency depends on provider selection and requires expert optimization to achieve sub-500ms response times.

Agent builder and workflows

Retell’s visual, node-based agent builder is one of its strongest features. It offers branching logic, intents, entities, reusable sub-flows, and function calling through a drag-and-drop interface. For teams with semi-technical users who need to design conversation flows visually, Retell’s builder is intuitive and capable. It covers approximately 90% of typical voice agent use cases without writing code.

ElevenLabs Conversational AI provides an agent builder with webhooks, tool integration (client, server, and system tools), knowledge base/RAG, and workflow capabilities. Recent updates include agent versioning, MCP tool support, content guardrails, and expressive mode. The approach is more developer-oriented than Retell’s visual builder, with greater emphasis on API integration and programmatic control.

Bottom line: Retell has a more visual, no-code agent builder suited for semi-technical users. ElevenLabs’ builder is more developer-oriented with deeper API integration. Choose based on your team’s technical level and preference.

Telephony

Both platforms offer telephony integration for inbound and outbound calling.

Retell provides Retell-hosted phone numbers, plus integrations with Twilio, Telnyx, Vonage, SIP trunk, and BYOC (Bring Your Own Carrier). Branded caller ID is available for US numbers at $0.10/min as an add-on. Retell supports DTMF input and web calling alongside phone-based interactions.

ElevenLabs Conversational AI includes built-in telephony integration with support for phone numbers and SIP connectivity. The platform also supports WhatsApp integration for text and voice conversations. Telephony capabilities are newer compared to Retell but are being actively expanded.

Bottom line: Retell has more established telephony partnerships and carrier options today. ElevenLabs’ telephony is newer but benefits from the lower latency of the full-stack architecture. Evaluate based on your specific carrier and number requirements.

Compliance and security

Retell holds SOC 2 Type I and II, HIPAA (with BAA), GDPR (with DPA), and PCI DSS with automatic credit card number redaction. This is a strong compliance stack, particularly for healthcare, financial services, and insurance use cases.

ElevenLabs offers SOC 2-compliant APIs, zero-retention mode for sensitive data handling, and on-prem deployment options for Enterprise customers. On-prem deployment allows organizations to run ElevenLabs within their own infrastructure, which may satisfy compliance requirements that cloud-only solutions cannot.

Bottom line: Retell has broader cloud compliance certifications today (PCI DSS is notable). ElevenLabs offers on-prem deployment and zero-retention mode, which address compliance differently. Choose based on whether you need specific certifications or on-prem control.

Pricing and total cost

This is where the middleware vs full-stack architecture has real financial impact.

Retell uses component-based pricing. The advertised rate is competitive, but the total cost stacks up: voice engine ($0.07–0.08/min) + LLM ($0.006–0.08/min) + telephony ($0.015/min) = approximately $0.13–0.31/min depending on provider selection. Add-ons like Knowledge Base ($0.005/min) and Branded Caller ID ($0.10/min) increase the total further. Enterprise plans start at $3,000+/month spend with rates as low as $0.05/min base.

ElevenLabs Conversational AI pricing is based on the ElevenLabs credit system, with transparent per-minute rates that include TTS, STT, and agent logic without component stacking. Because ElevenLabs owns the voice layer, there is no third-party TTS markup. The effective per-minute cost is typically lower than Retell for users who would choose ElevenLabs as their TTS provider through Retell anyway.

Bottom line: For users who would select ElevenLabs as their TTS provider (which many Retell users do), ElevenLabs Conversational AI is more cost-effective because it eliminates the middleware markup. Retell’s component pricing makes total costs harder to predict.

Platform breadth

ElevenLabs offers 14 products beyond conversational AI: Text to Speech, Speech to Text (Scribe), Voice Cloning, AI Dubbing, Sound Effects, AI Music, ElevenLabs Agents, Voice Isolator, Voice Changer, Voice Library, Studio, Audio Native, Pronunciation Dictionaries, and ElevenReader. Teams that need voice capabilities beyond agents – dubbing content, generating sound effects, building TTS into products – get everything from one platform.

Retell is focused exclusively on voice agents. It does not offer standalone TTS API, dubbing, sound effects, music generation, or other audio AI capabilities. If your needs extend beyond voice agents, you will need additional providers.

Bottom line: ElevenLabs is a complete audio AI platform. Retell is a voice agent platform only. If you need capabilities beyond agents, ElevenLabs covers more ground.

Who should choose ElevenLabs

ElevenLabs is the right choice if you:

• Want the best voice quality for your agents without relying on third-party TTS
• Need the lowest possible latency (sub-300ms vs 550–800ms)
• Are already using or considering ElevenLabs for TTS and want to eliminate middleware
• Need voice capabilities beyond agents (dubbing, SFX, standalone TTS, music)
• Want transparent pricing without component cost stacking
• Need on-prem deployment or zero-retention mode for data sensitivity
• Are a developer who prefers API-first tools with comprehensive SDKs

Ideal ElevenLabs customer: A development team building voice agents that prioritizes voice quality and latency, especially teams already using ElevenLabs TTS through Retell who want to eliminate the middleware layer and reduce cost.

Who should choose Retell

Retell is a strong option if you:

• Need a visual, no-code agent builder for semi-technical team members
• Want the flexibility to switch between multiple TTS, STT, and LLM providers
• Require PCI DSS compliance with automatic credit card redaction
• Need established carrier partnerships (Twilio, Telnyx, Vonage, BYOC)
• Have a team that prefers visual flow design over code-based agent configuration
• Want automatic TTS provider failover for high-availability deployments

Ideal Retell customer: A team building voice agents that values multi-provider flexibility and visual builder simplicity, and where the cost of the middleware layer is justified by the flexibility it provides.

Migrating from Retell to ElevenLabs

If you are a Retell customer considering switching to ElevenLabs Conversational AI:

What transfers

• Agent logic concepts: Conversation flows, intent structures, and business logic translate to ElevenLabs’ agent builder
• Phone numbers: Numbers may be portable depending on carrier
• Knowledge base content: FAQ and knowledge base documents can be imported

What needs rebuilding

• Visual flows: Retell’s node-based flow designs need to be recreated in ElevenLabs’ agent builder
• Provider-specific configurations: Any TTS/STT provider tuning is no longer needed (ElevenLabs provides its own)
• Integrations: CRM and webhook integrations need reconfiguration (both support webhooks, but endpoints differ)

Migration timeline

Plan 1–2 weeks for a full agent migration, depending on complexity. Simple single-agent deployments can be migrated in 2–3 days. ElevenLabs’ free tier lets you build and test agents before committing.

FAQ

Is ElevenLabs better than Retell for voice agents?

ElevenLabs Conversational AI offers better voice quality and lower latency than Retell because it owns the entire voice stack rather than orchestrating third-party providers. ElevenLabs delivers sub-300ms streaming latency compared to Retell’s typical 550–800ms. Many Retell customers already use ElevenLabs as their TTS provider – ElevenLabs Conversational AI lets them cut out the middleware and get the same voice quality with less latency and lower total cost. Retell’s advantages include a visual no-code builder, multi-provider flexibility, and broader compliance certifications (PCI DSS).

Does Retell use ElevenLabs?

Yes. ElevenLabs is one of seven TTS providers available in Retell’s platform, and it is a popular choice among Retell users for its voice quality. This means Retell customers choosing ElevenLabs TTS are paying Retell to route requests to ElevenLabs, adding a middleware layer that increases latency and cost. ElevenLabs Conversational AI eliminates this middleware layer entirely.

Is Retell cheaper than ElevenLabs?

Retell’s advertised per-minute rates may appear competitive, but the total cost includes stacked components: voice engine ($0.07–0.08/min) + LLM ($0.006–0.08/min) + telephony ($0.015/min), totaling approximately $0.13–0.31/min depending on configuration. Add-ons like Knowledge Base and Branded Caller ID increase the total further. For users who select ElevenLabs as their TTS provider through Retell, ElevenLabs Conversational AI is typically more cost-effective because it eliminates the middleware markup.

Can I switch from Retell to ElevenLabs?

Yes. Agent logic concepts, knowledge base content, and phone numbers (if portable) can transfer to ElevenLabs Conversational AI. Visual flow designs from Retell’s builder need to be recreated in ElevenLabs’ agent builder, and CRM integrations need reconfiguration. If you were already using ElevenLabs as your TTS provider through Retell, the voice quality remains the same – with lower latency. Plan 1–2 weeks for a full migration. Test on the free tier first.

What is the best alternative to Retell?

ElevenLabs is the top alternative to Retell for teams that want to own the full voice stack and eliminate middleware latency. ElevenLabs offers sub-300ms latency, 1,200+ voices across 70+ languages, and a complete audio AI platform beyond just agents. Other alternatives include Vapi (for maximum provider flexibility with a developer-first approach), Bland (for enterprise-grade self-hosted deployments), and building a custom stack using separate STT, LLM, and TTS providers.

Does ElevenLabs support telephony for voice agents?

Yes. ElevenLabs Conversational AI includes built-in telephony integration for inbound and outbound calling, plus WhatsApp integration. The platform supports phone number provisioning and SIP connectivity. While Retell currently has more carrier partnerships (Twilio, Telnyx, Vonage, BYOC), ElevenLabs’ telephony benefits from the lower latency of the full-stack architecture.