Acquisition deepens company's commitment to
leading the future of AI-powered customer experience (CX) with new
and transformative quality management capabilities
SAN
FRANCISCO, Jan. 8, 2024 /PRNewswire/ -- Zendesk
today announced it has signed a definitive agreement to
acquire Klaus, the industry leading
AI-powered quality management platform. AI is driving
a rapid increase in customer interactions and radically
transforming the world of customer service. Customer service teams
are being asked to increase their ROI by managing a rising volume
of interactions while providing quality service, and increasing
their organization's efficiency in the process. With Klaus, Zendesk
customers will be able to deliver consistent, high quality
service across every channel and across both human and digital
agents (bots) – all while unlocking the power of everyday customer
interactions to increase loyalty.
"As AI drives up the speed and frequency of customer
engagement, only AI-powered quality assurance (QA) can keep up as
companies work to identify and fix gaps in their customer service
operations," said Adrian McDermott,
chief technology officer, Zendesk. "The combination of Zendesk AI
and Klaus' capabilities will help businesses navigate greater
complexity and volume and ensure both digital and human agents
deliver highly personal 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, Klaus. "QA
software plays a critical role in this, ensuring consistency,
assessing both human and digital agent performance and providing
actionable insights for strategic planning. As part of Zendesk, we
will continue to build and deliver these crucial capabilities, but
now at an even greater scale."
With digital agents resolving more service inquiries
without human interaction, having a QA solution that analyzes both
human and digital agent performance is crucial to maintaining
quality control and providing best-in-class customer service. While
most QA software is capable of only scoring 1 to 2 percent of
interactions and cannot recognize systemic trends, Klaus' AI scores
100 percent of customer support interactions. It pinpoints
conversations with positive or negative sentiment, identifies
outliers, churn risk, escalations and follow-ups across all
conversations – even those done by digital agents or outsourced
teams. Klaus spots knowledge gaps and coaching opportunities that
can be used to improve agent performance and productivity, all of
which results in higher customer satisfaction.
WEM is a critical capability for today's customer service
leaders. The acquisition of Klaus will be the latest addition to
the company's existing workforce engagement management (WEM)
solutions which includes Tymeshift, a modern workforce
management tool built exclusively for Zendesk. The
company acquired Tymeshift in June
2023. The acquisition of Klaus is anticipated to close in
the first quarter of 2024 upon receipt of required regulatory
approvals and other customary closing conditions.
To learn more about Klaus and the benefits of quality
assurance visit Klausapp.com. To learn
more about Zendesk's vision for AI-powered WEM, join us at
Relate in Las
Vegas, April 16-18.
About Zendesk
Zendesk is on a mission to simplify the
complexity of business and make it easy for companies and customers
to create connections. Our customer experience software unlocks the
power of billions of interactions, enabling businesses to build
rich, meaningful relationships with their customers. The company
was conceived in Copenhagen,
Denmark and today operates in more than 20 countries around
the world.
About Klaus
Klaus is an AI-powered quality management
platform that helps companies drive revenue through excellent
customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by
Martin Kõiva, Kair Käsper and Egon
Sale and has nearly 100 employees.
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SOURCE Zendesk, Inc.
