Zendesk says it has fully completed the acquisition of quality management specialist Klaus. The acquisition is intended to expand Zendesk’s workforce engagement management (WEM) services portfolio.
With the acquisition of Klaus’ AI-based quality management platform, Zendesk aims to provide even more functionality to its WEM solutions. The two companies had been working together for some time.
Zendesk considers good employee service and quality management to be essential parts of good customer service. It points to it as an opportunity to exceed end customer expectations. This can be done by detecting weaknesses in customer service employees’ services and offering better coaching and training opportunities. Traditional customer satisfaction solutions do not pay attention to these details, in Zendesk’s view.
Automation offers more opportunities
Klaus’ AI-supported AutoQA platform, among other things, allows companies to automatically and accurately assess the performance of their customer service teams. This should deliver high-quality service across every channel and by both digital and human agents.
AI would be needed to meet the growing expectations of end customers about service speed. So says Klaus in a comment on the acquisition. Its AI platform automates quality management. It identifies patterns, predicts potential problems, and provides recommendations. All this is to enrich customer contact and thus ultimately improve companies’ reputation and success.
23 hours ago
