Zendesk, a San Francisco, CA-based provider of software-as-a-service products related to customer support, sales, and other customer communications, completed the acquisition of Klaus, a Tallinn, Estonia-based provider of an AI-powered quality management platform.
The amount of the deal was not disclosed.
The acquisition of Klaus is the latest addition to the company’s existing WEM solutions, which include Tymeshift, a modern workforce management tool built exclusively for Zendesk.
Klaus is a quality management solution that uses AI to identify gaps in the customer experience before they become a problem, enables users to automate quality management and achieve coverage across agents, teams, BPOs, and languages. 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.
Zendesk provides companies with a customer experience software platform to build rich, meaningful relationships with their customers. The company was founded in Copenhagen, Denmark and today operates in more than 20 countries around the world.
FinSMEs
12/02/2024