Zendesk has signed a definitive agreement to acquire AI-powered quality management platform Klaus, enhancing their AI-powered customer experience (CX) capabilities.
The integration of Klaus' technology aims to allow consistent high-quality service across channels by both human and digital agents while identifying customer service gaps.
Klaus' AI is capable of scoring 100% of customer support interactions, providing insights on sentiment, risk, escalations, and coaching opportunities.
The acquisition is part of Zendesk's enlargement of its workforce engagement management (WEM) solutions, including the June 2023 acquisition of Tymeshift.
The Klaus acquisition is expected to close in the first quarter of 2024, pending regulatory approvals.

Zendesk is a service-first CRM company offering a comprehensive customer service solution. They enable businesses to improve their customer experiences with AI-powered quality assurance and service features. Zendesk’s platform is adaptable and designed for any business size, aiming to foster lasting customer relationships through efficient support tools. Their services include ticketing, live chat, knowledge base, and automation. Additionally, Zendesk offers analytics and workforce management tools to enhance customer support operations. The acquisition of Klaus further bolsters their AI capabilities. They promise a solid return on investment with significant cost-saving features embedded within their platform.

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Zendesk provides complete customer service solutions with support features.

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Zendesk Announces Acquisition of Klaus

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