Zendesk acquired Klaus, an industry-leading quality management platform powered by AI

Ellex team in Estonia advised Zendesk, customer service software company, on the acquisition of Klaus, Tallinn-based quality management platform.

Zendesk‘s recent acquisition of Klaus underscores its dedication to providing a comprehensive AI-powered Workforce Engagement Management (WEM) solution. With Klaus’ technology focusing on Quality Assurance (QA), Zendesk aims to enhance its capabilities in managing workforce engagement effectively.

According to Zendesk’s Chief Technology Officer, Adrian McDermott, the increasing speed and frequency of customer engagement necessitate AI-powered QA solutions. These solutions are crucial for companies to identify and rectify gaps in their customer service operations promptly. McDermott emphasizes that the integration of Zendesk AI with Klaus’ capabilities will enable businesses to navigate the growing complexity and volume of customer interactions more effectively.

As digital agents handle more service inquiries autonomously, the importance of a QA solution that assesses the performance of both human and digital agents becomes apparent. Klaus’ AI-driven approach stands out by evaluating 100 percent of customer support interactions, unlike traditional QA software that typically analyses only a small percentage of interactions. This comprehensive analysis enables businesses to maintain quality control effectively and deliver exceptional customer service consistently.

Ellex team who advised Zendesk on the acquisition was led by Risto Vahimets and Rutt Värk, and included Martin Mäesalu, Dmitri Rozenblat, Hanna Pahk, Merlin Liis-Toomela, Liisbeth Lillo, Kevin Gerretz, Liis Tava, Hegle Pärna, and Miikael Tuus.