Zendesk Signs Definitive Agreement To Acquire Klaus

AIT Staff Writer — Tue, 09 Jan 2024 10:38:58 +0000

Acquisition deepens company’s commitment to leading the future of AI-powered customer experience (CX) with new and transformative quality management capabilities

Zendesk announced it has signed a definitive agreement to acquire Klaus, the industry leading AI-powered quality management platform. AI is driving a rapid increase in customer interactions and radically transforming the world of customer service. Customer service teams are being asked to increase their ROI by managing a rising volume of interactions while providing quality service, and increasing their organization’s efficiency in the process. With Klaus, Zendesk customers will be able to deliver consistent, high quality service across every channel and across both human and digital agents (bots) – all while unlocking the power of everyday customer interactions to increase loyalty.

“As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations,” said Adrian McDermott, chief technology officer, Zendesk. “The combination of Zendesk AI and Klaus’ capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service.”

“Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs,” said Martin Kõiva, CEO and founder, Klaus. “QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale.”

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. While most QA software is capable of only scoring 1 to 2 percent of interactions and cannot recognize systemic trends, Klaus’ AI scores 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations and follow-ups across all conversations – even those done by digital agents or outsourced teams. Klaus spots knowledge gaps and coaching opportunities that can be used to improve agent performance and productivity, all of which results in higher customer satisfaction.

WEM is a critical capability for customer service leaders. The acquisition of Klaus will be the latest addition to the company’s existing workforce engagement management (WEM) solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. The company acquired Tymeshift in June 2023. The acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.

[To share your insights with us, please write to sghosh@martechseries.com]

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Sun Nuclear Introduces New SaaS Option for its SunCHECK Quality Management Platform

AIT News Desk — Mon, 11 Apr 2022 15:23:34 +0000

Cloud-Hosted Architecture Strengthens Scalability and Efficiencies for More Radiation Therapy Teams

Sun Nuclear Corporation (Sun Nuclear), a wholly-owned subsidiary of Mirion Technologies, Inc. (“Mirion”), announced the release of an enhanced Cloud-hosted, SaaS option for its SunCHECK Quality Management Platform. Through a centralized database and single interface, the SunCHECK Platform streamlines and standardizes workflows for Radiation Therapy Quality Assurance (QA) – to reduce risk and improve Patient Safety in cancer care. The SaaS model offers scalability, security, and operational efficiencies for health systems looking to integrate and automate QA, with a comprehensive, proven solution.

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“Management’s Discussion and Analysis of Financial Condition and Results of Operations”

As demands grow within Radiation Therapy departments, clinical and operational efficiency is essential for effective Quality Management. The SunCHECK Platform is a secure, scalable infrastructure built to meet the needs of any clinic type – from single-linac sites and large academic centers to hospitals and cancer center networks. Globally, more than 1,600 clinical users already rely on SunCHECK software for integrated, independent Quality Management of their Radiation Therapy programs.

Local management of software and servers can be burdensome, requiring capital for server hardware. Cloud-hosted, SaaS implementation of the SunCHECK Platform reduces the time and resources required for upfront deployment and ongoing support. SunCHECK users and their IT departments can be assured of reliability, redundancy, and security, with Amazon Web Services as the Cloud provider for the SunCHECK SaaS option.

“IT departments are under extreme pressure to maintain cybersecurity and ensure operational continuity. With the new SaaS model for the SunCHECK Platform, we’re dedicated to providing the most robust and secure solution possible, with built-in backup and data redundancy, plus the highest levels of data encryption, both at rest and in-transit,” noted Andy Fuller, Sun Nuclear Director of Product Management for the SunCHECK Platform. “As part of this project, we challenged our team with establishing an architecture that meets the demand for high-performance, easy implementation, and creating a pathway for highly sought-after future enhancements.”

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“Already, we have seen how the SunCHECK Platform enables Radiation Therapy departments to run a standardized, efficient, and automated Quality Management program, with flexibility and customization. We’re pleased to offer this SaaS option with affordable subscription pricing and simple setup,” noted Eric Schloesser, Sun Nuclear President. “Regardless of the customer’s choice of SunCHECK implementation, via SaaS or on-premise, our SunDEPLOYS™ team is on hand to onboard new users and set them up for clinical success with the Platform.”

The SunCHECK SaaS solution can be customized to meet any clinic’s radiation oncology quality management needs and is accessed through a secure Internet connection. At this time, the SunCHECK SaaS Solution is available for new SunCHECK Platform customers in approved markets only.

The SunCHECK software will be featured, and available for demonstration, in the Sun Nuclear booth during ESTRO 2022, May 6-10, in Copenhagen, Denmark. ESTRO 2022 is the annual meeting of the European Society for Radiotherapy and Oncology, with a membership base of 7,600 Radiation Oncology professionals globally.

[To share your insights with us, please write to sghosh@martechseries.com]

The post Sun Nuclear Introduces New SaaS Option for its SunCHECK Quality Management Platform appeared first on AiThority.

Quality Management Platform Archives - AiThority

Zendesk Signs Definitive Agreement To Acquire Klaus

Sun Nuclear Introduces New SaaS Option for its SunCHECK Quality Management Platform