ElevenLabs, an artificial intelligence (AI) voice startup, said on the 1st that MatrixCloud, a cloud-based contact center as a service (CCaaS) specialist, has adopted ElevenLabs' "ElevenAgent" to build a next-generation AI contact center (AICC) consulting environment.
MatrixCloud said it was able to raise the completeness of conversations with customers through ElevenLabs' single conversation flow-based voice AI technology and dramatically reduce the burden of building and operating an enterprise (corporations-use) consulting system. Based on this, it is also pushing to enter the global AI contact center market.
MatrixCloud is a CCaaS specialist that has integrated phone, text, chat, customer relationship management (CRM), and AI into a single proprietary platform.
Jeong Han-cheol, an executive director at MatrixCloud, said, "The essence of an AI contact center ultimately lies in how naturally it can converse with people," and noted, "Because ElevenAgent manages STT (speech-to-text), LLM (large language model), and TTS (text-to-speech) in a single conversation flow, we were able to actually implement the next-generation AI contact center we aimed for."