Zendesk to Acquire Klaus

Zendesk has acquired Klaus, providers of a quality management platform, for an undisclosed amount.

"As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations," said Adrian McDermott, chief technology officer of Zendesk, in a statement. "The combination of Zendesk AI and Klaus' capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service."

"Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers' needs," said Martin Kõiva, CEO and founder of Klaus, in a statement. "QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale."

Klaus' AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations, and follow-ups across all conversations. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity.

The acquisition of Klaus will be the latest addition to Zendesk's workforce engagement management (WEM) solutions which includes Tymeshift, a workforce management tool acquired by Zendesk in June.