Leading CX firm boosts WEM and AI QA for smarter customer experiences
Zendesk has finalized its acquisition of Klaus, the top AI-powered quality management platform in the industry. This addition strengthens Zendesk’s suite of WEM solutions, complementing Tymeshift, an exclusive modern workforce management tool.
“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.”\
Workforce engagement management is key to not only meeting, but exceeding customer expectations
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.”
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.”