Global AI audio company ElevenLabs said on Sept. 1 that cloud-based contact-centre-as-a-service (CCaaS) specialist MatrixCloud has adopted its ElevenAgent and built an AI contact-centre (AICC) counselling environment.
MatrixCloud said it expects the adoption of the ElevenLabs solution to overcome existing voice AI response delays and limits stemming from development complexity. It is also pushing to enter the global AI contact-centre market.
MatrixCloud is expanding its business using AI voice agents based on its experience building customer centres on Salesforce and Zendesk.
Han-cheol Jung (정한철), a managing director at MatrixCloud, said, "The essence of an AI contact centre ultimately lies in how naturally it can talk with people." He said, "ElevenAgent does not bolt STT-LLM-TTS on separately but manages them as a single conversational flow, so we were able to actually implement the next-generation AI contact centre we wanted."
The two companies plan to continue expanding cooperation as strategic technology partners, while developing global success cases and conducting joint marketing, and discussing technology innovation optimised for customer demand.
Chi-gyu Hwang
delight@d-today.co.kr