Zendesk Completes Acquisition Of Klaus
Zendesk today announced it completed its acquisition of Klaus, the manufacture leading AI-powered character direction platform. The acquisition of Klaus is the latest add-on to the society'second existing WEM solutions which includes Tymeshift, a modern workforce direction tool built only for Zendesk.
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human being too digital agent performance is crucial to maintaining quality control together with providing best-inward-course client service. Klaus pinpoints conversations amongst positive or negative opinion, identifies outliers, churn gamble, escalations in addition to follow-ups across all conversations – fifty-fifty those done by outsourced teams. It spots knowledge gaps and coaching opportunities that tin can be used to improve agent functioning too productivity, all of which results inwards higher customer satisfaction.
SOURCE Zendesk, Inc.
"Workforce engagement management is fundamental to non entirely meeting, simply exceeding client expectations. A traditional satisfaction grade won't tell you lot everything yous take to know. It won't enjoin yous where in that location are gaps inwards your service, or where there are opportunities for coaching too additional training for your back up teams," said Adrian McDermott, chief engineering science officeholder, Zendesk. "With Klaus every bit role of our WEM portfolio, we tin empower businesses with the best AI-powered automated quality assurance inward the market place. By automatically assessing back up using AI to pinpoint in addition to cook gaps, AutoQA gives businesses 100 percentage coverage of their client conversations together with a clear view of opportunities to better, spell removing the burden of manual review."
"As AI drives upward the speed in addition to frequency of customer engagement, entirely AI-powered QA tin can help companies go along upwards alongside ascension customer expectations," said Kair Käsper, co-founder of Klaus. "While nigh QA software can alone mark up to five percent of CX interactions, Klaus automates QA across 100 per centum of client support interactions. It uses AI to identify patterns, predict issues as well as advise solutions making it a vital tool that improves service character, enriches the customer experience, together with ultimately enhances the reputation too success of the system."
With digital agents resolving more service inquiries without human interaction, having a QA solution that analyzes both human being too digital agent performance is crucial to maintaining quality control together with providing best-inward-course client service. Klaus pinpoints conversations amongst positive or negative opinion, identifies outliers, churn gamble, escalations in addition to follow-ups across all conversations – fifty-fifty those done by outsourced teams. It spots knowledge gaps and coaching opportunities that tin can be used to improve agent functioning too productivity, all of which results inwards higher customer satisfaction.
"We've been working with Zendesk for over eight years together with Klaus for well-nigh 2 years, and then this acquisition is an exciting pace towards creating an evermore streamlined procedure for our internal character assessment," said Sophie Elgar, preparation and character director, Liberty London. "As a luxury make, we aim to render particular service too our partnership with Zendesk helps us reach that."
"Zendesk alongside Klaus demonstrates a unique ability to automatically provide character assurance at all times," said Daniel Newman, CEO, The Futurum Group. "Used this fashion, companies can place not solely the areas where CX teams should better, just as well areas where a business concern is lacking structured processes. This brings huge opportunities to customers of all sizes."
SOURCE Zendesk, Inc.
