Skip to main content

Article

Zendesk completes acquisition of Klaus

CX leader accelerates growth in workforce engagement management (WEM) and adds AI-powered quality assurance (QA) to help companies deliver intelligent customer experiences.

Last updated April 25, 2024

Zendesk and Klaus

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

“Workforce engagement management is key to not only meeting, but exceeding customer expectations. A traditional satisfaction score won’t tell you everything you need to know. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk. “With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market. By automatically assessing support using AI to pinpoint and fix gaps, AutoQA gives businesses 100 percent coverage of their customer conversations and a clear view of opportunities to improve, while removing the burden of manual review.”

“With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market.”
Adrian McDermott, Chief Technology Officer, Zendesk

“As AI drives up the speed and frequency of customer engagement, only AI-powered QA can help companies keep up with rising customer expectations,” said Kair Käsper, co-founder of Klaus. “While most QA software can only score up to 5 percent of CX interactions, Klaus automates QA across 100 percent of customer support interactions. It uses AI to identify patterns, predict issues and suggest solutions making it a vital tool that improves service quality, enriches the customer experience, and ultimately enhances the reputation and success of the organization.”

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. Klaus pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by outsourced teams. It spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.

“We’ve been working with Zendesk for over eight years and Klaus for almost two years, so this acquisition is an exciting step towards creating an evermore streamlined process for our internal quality assessment,” said Sophie Elgar, training and quality manager, Liberty London. “As a luxury brand, we aim to provide exceptional service and our partnership with Zendesk helps us achieve that.”

“Zendesk with Klaus demonstrates a unique ability to automatically provide quality assurance at all times,” said Daniel Newman, CEO, The Futurum Group. “Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes. This brings huge opportunities to customers of all sizes.”

To learn more about Zendesk’s vision for AI-powered WEM, join us at Relate in Las Vegas, April 16-18.

Related stories

Article

What is shadow AI? Risks and solutions for businesses

Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.

Article

25 free and customizable feedback form templates

Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.

Article
1 min read

Unlock the future of work with AI-driven insights

Discover key findings from 800+ HR and IT leaders across 17 countries on how AI is…

Article
1 min read

Revolutionize work: 3 AI strategies driving productivity and satisfaction

Matthew Tabor, Vice President of Talent and Organizational Development at Zendesk, reveals how AI is transforming…