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News : Zendesk Completes Acquisition of Klaus

#contactcenterworld, @Zendesk

San Francisco, CA, USA, Feb. 12, 2024 - Zendesk announced it completed its acquisition of Klaus, an AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company's existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

"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. "With Klaus as part of our WEM portfolio, we can empower businesses with the best AI-powered automated quality assurance in the market. By automatically assessing support using AI to pinpoint and fix gaps, AutoQA gives businesses 100 percent coverage of their customer conversations and a clear view of opportunities to improve, while removing the burden of manual review."

"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. "While most QA software can only score up to 5 percent of CX interactions, Klaus automates QA across 100 percent of customer support interactions. It uses AI to identify patterns, predict issues and suggest solutions making it a vital tool that improves service quality, enriches the customer experience, and ultimately enhances the reputation and success of the organization."

"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."

"Zendesk with Klaus demonstrates a unique ability to automatically provide quality assurance at all times," said Daniel Newman, CEO, The Futurum Group. "Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes. This brings huge opportunities to customers of all sizes."

#contactcenterworld, @Zendesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Zendesk:
Company LogoZendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Today's Tip of the Day - Information Gathering Saves Your Company …

Read today's tip or listen to it on podcast.

Published: Wednesday, February 14, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

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