Near-Human Voice Changes the CCaaS Landscape
SharpenCX and ElevenLabs team up to deliver AI voice agents that sound and feel human
Could AI agents ever feel more human? That’s the question our product team set out to answer earlier this year.
We already had the brains. What we needed was the voice. Not just any voice, mind you. THE voice. A voice that could put customers at ease as it acted on their information or passed it along – in context – to its human supervisors.
That’s where ElevenLabs came in. Their conversational platform gave our AI agents a voice that doesn’t just “talk” — it listens, pauses, and adapts like a teammate. Together, we created something new: AI Agents that can hold natural, human-like conversations with customers while making life easier for support teams.
Why It Matters
Customers today expect fast answers, on their terms. But for too long, they’ve been stuck in endless phone trees or chatbots that felt clunky and impersonal. Sharpen AI Agents are different. They engage customers naturally and are available 24/7 to resolve routine requests. When the situation calls for a more personal touch, they know how to seamlessly hand off to human team members.
For agents, the benefits are just as powerful. Instead of being buried under repetitive tasks, they get to focus on the conversations where their empathy and problem-solving skills really shine. Meanwhile, our AI Assistants sit right beside them — listening in, analyzing, and offering real-time prompts and suggested next actions. After each call, they draft summaries and notes, reducing after-call work so agents can move on to the next customer faster. Supervisors also gain insight, with sentiment and context captured to help coach and support their teams.
The result: happier customers, more productive agents, and managers with better visibility into every interaction.
The Partnership Story
When ElevenLabs launched their conversational platform, we immediately saw an opportunity to do something different. Their product was solid and stable, their team was responsive and open, and our collaboration was fast and transparent. By combining their innovation in natural, near-human voice with our 14+ years of CCaaS expertise, we built an AI solution that is simple to deploy, practical to use, and instantly impactful.
And because Sharpen AI Agents are flexible by design, customers don’t need to rip and replace their current systems. Companies can add AI voice agents that adapt to a company’s environment — as a standalone solution, as a layer over existing customer experience technology, or as a component of Sharpen’s CCaaS platform.
That flexibility means faster adoption and immediate ROI, powered by our Usable AI™ approach. Sharpen also integrates easily with Salesforce, Slack, ZenDesk, Teams, and other commonly used platforms.
As John Anderson, our Director of Product, puts it:
“Our mission is to make deploying AI agents simple, intuitive, and impactful. By grounding them in a proven CCaaS platform, we’re giving companies the confidence to embrace AI without compromising stability or trust.”
What’s Next
This launch is just the start. Sharpen expects AI agents to continue meeting customers where they are – now and in the future — whether that’s on the phone, over text, or on social — and to empower our teams with the tools to work smarter.
With a foundation built on 99.999% uptime and award-winning support, we’re confident this next step will set a new standard for what’s possible in customer care.
We’re excited to share this milestone with our customers, partners, and community. And we’re even more excited about what comes next as AI continues to reshape customer experience.
Want to see what it feels like when AI voice agents sound human? Get started today.