Zendesk acquires Klaus

Zendesk announced earlier this week that it has signed a definitive agreement to acquire Klaus, the industry-leading AI-powered quality management platform.

AI is currently driving a rapid increase in customer interactions, radically changing the world of customer service. Customer service teams are being asked to increase their ROI by managing an increasing amount of interactions, while also having to provide quality service and increase organizational efficiency in the process. Thanks to Klaus, Zendesk customers will be able to deliver consistent, high-quality service across all channels and across both human and digital agents (bots) - while unlocking the power of daily customer interactions to increase loyalty.

- The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure that both digital and human agents deliver highly personalized and empathetic service. " Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder of Klaus.

With digital agents resolving more service requests without human interaction, it's critical to have a QA solution that analyzes both human and digital agent performance to maintain quality control and provide best-in-class customer service.
Klaus identifies conversations with positive or negative emotions, identifies outliers, drop-off risk, escalations, and follow-ups in all conversations - even those made by digital agents or outsourced teams. The platform also detects knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, leading to higher customer satisfaction.

- As AI increases the speed and frequency of customer engagement, only AI-driven quality assurance (QA) can keep up as companies work to identify and address gaps in their customer service operations, notes Adrian McDermott, CTO of Zendesk.

The acquisition of Klaus will be the latest addition to the company's existing Workforce Engagement Management (WEM) solutions that include Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired
Tymeshift in June 2023. The acquisition of Klaus is expected to close in the first
quarter of 2024 after receiving the necessary regulatory approvals
and other customary closing conditions.

To learn more about Klaus and the benefits of quality assurance go to: klausapp.com