New Delhi
Software-as-a-service (SaaS) platform Zendesk has announced its definitive agreement to acquire Klaus, an AI-powered quality management platform. The acquisition is expected to be completed in the first quarter of 2024, subject to regulatory approvals and customary closing conditions. With the integration of Klaus, Zendesk aims to empower its customers to provide consistent, high-quality service across various channels, including both human and digital agents (bots). This move is intended to enhance customer interactions and increase loyalty. Klaus brings a unique capability to the table by enabling the scoring of 100% of customer support interactions, differentiating it from most QA (Quality Assurance) software that typically scores only one to two percent. It can identify conversations with positive or negative sentiment, pinpoint outliers, assess churn risk, escalations, and follow-ups across all conversations. The acquisition of Klaus will complement Zendesk’s existing Workforce Engagement Management (WEM) solutions, which includes Tymeshift, a modern workforce management tool acquired by Zendesk in June 2023. The combined capabilities aim to provide actionable insights for strategic planning and ensure consistency in assessing both human and digital agent performance.
