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Zendesk Completes Acquisition of Klaus

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SAN FRANCISCO, Feb. 12, 2024 ~ Zendesk, a leading customer service software company, has recently announced the completion of its acquisition of Klaus, an industry-leading AI-powered quality management platform. This strategic move is part of Zendesk's ongoing efforts to enhance its Workforce Engagement Management (WEM) solutions, which already include Tymeshift, a modern workforce management tool exclusively designed for Zendesk.

According to Adrian McDermott, chief technology officer at Zendesk, workforce engagement management is crucial for businesses to not only meet but exceed customer expectations. He believes that traditional satisfaction scores are not enough to provide a comprehensive understanding of a company's service gaps and opportunities for improvement. With Klaus now part of their WEM portfolio, Zendesk can offer businesses the best AI-powered automated quality assurance in the market. This new feature, called AutoQA, uses AI to assess support interactions and identify areas for improvement while removing the burden of manual review.

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Kair Käsper, co-founder of Klaus, also emphasizes the importance of AI in keeping up with rising customer expectations. He explains that while most QA software can only score up to 5% of customer interactions, Klaus automates QA across 100% of support interactions. By using AI to identify patterns and predict issues, Klaus helps improve service quality and enrich the overall customer experience.

In today's digital age where more service inquiries are resolved without human interaction through digital agents, having a QA solution that analyzes both human and digital agent performance is crucial. This is where Klaus shines as it can pinpoint conversations with positive or negative sentiment and identify outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams. It also spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity.

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The acquisition has been met with excitement from long-time Zendesk customers like Sophie Elgar from Liberty London who has been working with both Zendesk and Klaus for several years. Elgar believes that this acquisition will streamline their internal quality assessment process and help them provide exceptional service as a luxury brand.

Industry experts also see the potential of this acquisition. Daniel Newman, CEO of The Futurum Group, believes that Zendesk with Klaus has a unique ability to automatically provide quality assurance at all times. This not only helps identify areas for improvement in CX teams but also highlights any lacking structured processes within a business, providing huge opportunities for customers of all sizes.

To learn more about Zendesk's vision for AI-powered WEM, interested parties can join them at Relate in Las Vegas from April 16-18. With the addition of Klaus to their WEM solutions, Zendesk is well-positioned to continue providing top-notch customer service and support to businesses of all sizes.
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