MatrixCloud builds next-generation AI contact center with ElevenAgents adoption

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MatrixCloud builds next-generation AI contact center with ElevenAgents adoption

Published2026.09.01 08:17

Resolving response delays through single integrated STT·LLM·TTS, advancing into global AICC market

CCaaS specialist MatrixCloud has adopted ElevenLabs' AI voice agent platform 'ElevenAgents' to build a next-generation AI contact center (AICC) consultation environment. The plan aims to eliminate response delays and development and operational complexity, which were structural limitations of existing voice AI, and to advance into the global AICC market.

ElevenLabs and MatrixCloud announced this cooperation on the 1st.

MatrixCloud is a CCaaS specialist established in 2022 as a spin-off from Mightro Inc., which has been building and operating enterprise contact centers since 2009. The company provides integrated services for phone, text, chat, CRM, and AI through its own platform.

Based on experience building customer centers for Salesforce and Zendesk, it has positioned AI voice agents as a core growth axis.

Existing voice AI-based consultation solutions connect STT (speech-to-text conversion), LLM (large language model), and TTS (text-to-speech conversion) individually, facing structural limitations such as response delays exceeding 3 seconds and increasing continuous maintenance costs.

MatrixCloud stated that through adopting ElevenAgents, it has transitioned to a method of managing these three elements in a single conversation flow.

Through this, MatrixCloud has secured the following capabilities: △integrated design at agent level △real-time ultra-low latency response (turn-taking) △multilingual voice design △API scalability with CRM and CCaaS environments such as Salesforce and Zendesk.

The company is currently operating AI reservation automation, global multilingual guidance, customized brand voice design, and CRM integration automation frameworks. It reported that compared to individual solution integration methods, it has reduced the AI agent deployment period and infrastructure costs.

Hancher Jeong, Senior Managing Director at MatrixCloud, stated, "ElevenAgents manages STT-LLM-TTS as a single conversation flow, which enabled us to actually implement a next-generation AI contact center."

Hong Sang-won, General Manager of ElevenLabs Korea, said, "We are supporting the rapid and sophisticated construction of AI consultation agents in enterprise business environments."

The two companies plan to discover global success cases and conduct joint marketing, while continuing to expand technical innovation collaboration.

Meanwhile, ElevenLabs is an AI voice technology company established in 2022. In February this year, it raised 500 million dollars in Series D investment, and the company is valued at 11 billion dollars (approximately 16.5 trillion Korean won).

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