Zendesk | January 08, 2024
Zendesk today 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 today's 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.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. The company was conceived in Copenhagen, Denmark and today operates in more than 20 countries around the world.
Klaus is an AI-powered quality management platform that helps companies drive revenue through excellent customer service. Headquartered in Tallinn, Estonia, Klaus was founded in 2018 by Martin Kõiva, Kair Käsper and Egon Sale and has nearly 100 employees.
Persistent Systems | January 05, 2024
Persistent Systems (BSE: PERSISTENT) (NSE: PERSISTENT), a global Digital Engineering and Enterprise Modernization leader, announced a multi-year Strategic Collaboration Agreement with Amazon Web Services (AWS) to accelerate the pace of innovation and development of generative AI solutions for clients. Persistent is a long-standing AWS Partner and has a proven track record of early scale generative AI adoption across multiple industry verticals leveraging services like Amazon CodeWhisperer and Amazon Bedrock. Amazon CodeWhisperer provides generative AI-powered code recommendations directly in multiple integrated development environments (IDEs) to help developers build applications quickly in more than 15 coding languages; Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI companies accessible via an API to build and scale generative AI applications.
This strategic collaboration with AWS will help Persistent to further increase the impact it delivers to its clients that are embracing generative AI. Through this teaming, Persistent will have access to additional resources from AWS to build proofs of concept to help clients identify tangible business outcomes from generative AI. This will also support use case discovery and rapid build out of solutions with additional go-to-market funds from AWS. One of the key benefits to combined clients will be continued early access to AWS's generative AI services and investments that will help clients with their aspirations around growth, time-to-market, and better customer experience.
The Strategic Collaboration Agreement builds on Persistent's 30+ years of software engineering heritage, its best practices from more than 120 AWS engagements for cloud migration and modernization, and its 2,500 AWS practitioners to enable flexible and scalable generative AI-powered solutions tailored to clients' unique needs. Persistent's AWS Migration Competency status provides proven cloud expertise to help clients move successfully to AWS through all phases of complex migration projects. This collaboration reflects Persistent's proficiency in building robust cloud infrastructure, crucial in today's cloud-first, AI-first world, enabling clients to implement cloud-powered generative AI solutions.
These combined assets from AWS and Persistent can bolster the value provided to joint clients, helping them unlock the full potential of their technology investments.
Rajiv Sodhi, Senior Vice President – Hyperscaler Business & Strategic Alliances, Persistent:
"Enterprises across industries are looking to tap into the transformative potential of generative AI to reimagine, redefine, and rethink their business models for improved customer experiences and business growth. Combined with our newly acquired AWS Migration Competency status and our SCA, AWS will help us scale generative AI adoption among our clients so they can identify and implement use cases where this technology can have a real impact. We remain committed to helping clients reach their technology goals by leveraging the agility, breadth of services, and rapid innovation that AWS provides."
Quan Yang, Vice President of Research IT, Regeneron:
"Generative AI unlocks new opportunities to transform the life sciences industry. We are modernizing our legacy research applications to help accelerate the drug development process and simplify workflows. With Persistent's Digital Engineering expertise, powered by the AWS platform, Regeneron's research and pre-clinical development teams help bring our new life-savings drugs to market faster."
Chris Sullivan, Vice President, Worldwide System Integrator Partners, AWS:
"We are delighted to be working with Persistent to help our customers accelerate growth, enable business transformation, and enhance their digital experience. Together, we aim to redefine what's possible with generative AI, setting new standards for efficiency, innovation, and technological advancements."
With over 22,800 employees located in 21 countries, Persistent Systems (BSE: PERSISTENT) (NSE: PERSISTENT) is a global services and solutions company delivering Digital Engineering and Enterprise Modernization. As a participant of the United Nations Global Compact, Persistent is committed to aligning strategies and operations with universal principles on human rights, labor, environment, and anti-corruption, as well as take actions that advance societal goals. With 268% growth since 2020, Persistent is the fastest-growing Indian IT Services brand according to Brand Finance.
IBM | December 18, 2023
IBM (NYSE: IBM) today announced that it has entered into a definitive agreement with Software AG (FRA: SOW), a company majority owned by Silver Lake, to purchase StreamSets and webMethods, Software AG's Super iPaaS (integration platform-as-a-service) enterprise technology platforms, for €2.13 billion in cash.
As organizations continue to accelerate their digital transformations, application and data integration solutions are critical elements for application modernization and effectively deploying AI across the enterprise. StreamSets and webMethods are among the technology leaders in application integration, API management, and data integration. IDC predicts the worldwide integration software market will exceed $18.0 billion in 2027 at a compound annual growth rate (CAGR) of 16.1%.1
The acquisition of StreamSets and webMethods is further evidence of IBM's deep focus and investment in AI and hybrid cloud. StreamSets will add data ingestion capabilities to watsonx, IBM's AI and data platform, while webMethods will give clients and partners additional integration and API management tools for their hybrid multi-cloud environments.
The core offerings include:
StreamSets - a cloud-native DataOps and data ingestion platform which allows enterprises to achieve consistent access and delivery of data across a wide spectrum of data sources and types. StreamSets also facilitates the design of smart data pipelines and the ingestion of real-time and batch data.
webMethods - an integration and API management platform. The integration platform, deployed both on-prem and in the cloud, offers B2B integration, managed file transfer, and provides a modern API gateway to manage, monitor, and monetize APIs.
Software AG's Super iPaaS platform is growing, profitable and has a significant recurring revenue profile. StreamSets and webMethods serve more than 1,500 clients across the globe.
"Together with IBM's watsonx AI and data platform, as well as its application modernization, data fabric and IT automation products, StreamSets and webMethods will help clients unlock the full potential of their applications and data. This powerful combination helps drive innovation while preparing businesses for AI, no matter where applications or data reside," said Rob Thomas, Senior Vice President, Software and Chief Commercial Officer, IBM. "Today's news will give IBM clients and partners one of the most modern and comprehensive application and data integration platforms in the industry."
The pending acquisition follows a more than 20-year relationship between IBM and Software AG, with both StreamSets and webMethods expected to drive synergy with IBM's current portfolio, including watsonx, Red Hat, the company's IT automation products, as well as IBM Consulting. Additionally, StreamSets and webMethods are expected to benefit from IBM's global scale, operating in more than 175 countries.
"IBM is the ideal home for webMethods and StreamSets, the products at the heart of our Super iPaaS vision," said Sanjay Brahmawar, Chief Executive Officer of Software AG. "Combined with IBM's global scale and focus on hybrid cloud and AI, our people will have a fantastic opportunity to develop while helping enterprises everywhere get the most out of their applications and data."
"We believe that there is no business more iconic or better suited than IBM to continue investing in and growing these great platforms," said Christian Lucas, Chairman of the Supervisory Board of Software AG and Managing Partner of Silver Lake. "The opportunity to bring the StreamSets and webMethods teams together with IBM to innovate in building the future of hybrid cloud and next-generation AI solutions for the enterprise is uniquely compelling. We are pleased that our investment in Software AG helped spark that vision, reflecting Silver Lake's commitment to partner with the world's best management teams and technology leaders in driving exceptional value creation for customers, employees and other stakeholders."
StreamSets and webMethods will be acquired with available cash on hand. The consummation of the transaction is subject to customary closing conditions, including regulatory approvals, and is expected to be completed in the second quarter of 2024.
IBM is a leading provider of global hybrid cloud and AI, and consulting expertise. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Thousands of government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM's hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM's breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and consulting deliver open and flexible options to our clients. All of this is backed by IBM's long-standing commitment to trust, transparency, responsibility, inclusivity and service. Visit www.ibm.com for more information.
Formstack | December 11, 2023
Formstack, a PSG and Silversmith-backed software-as-a-service (SaaS) company that provides a versatile, no-code suite to create and orchestrate workflow with custom forms, documents, and eSignatures, today announced the acquisition of Chicago-based forms provider, Formsite. This acquisition aligns with Formstack's mission to empower users with practical solutions to everyday work problems and bolsters its position as a leader in the data capture and forms market.
Over the past few years, Formstack has expanded its data capture capabilities to include document creation and management, electronic signature capture, and visual workflow building, enabling users to tap into powerful, end-to-end workflow automation. The combined capability is delivered as part of a powerful suite of tools that allows users to put their data to work for them in any number of ways and deliver relevant information to key systems via countless integrations with third party tools. Over 20,000 organizations, including Advent Health, Virgin Galactic, and Netflix rely on the Formstack suite of products to collect and manage data.
With this acquisition, existing Formsite customers will gain access to Formstack’s differentiated capabilities and advanced workflow automation. It will also enable Formstack to reach a wider audience and offer a broader range of solutions, ultimately strengthening its position in the market and improving its ability to meet the evolving needs of businesses and organizations.
“Formstack has a history of helping customers capture data and put it to work,” said Rob Lawrence, Chief Operating Officer of Formstack. “This acquisition strengthens our position as a leader in the data collection market and will also enable Formsite users to tap into all of our additional offerings and derive even more value from their current deployments of Formsite. We are excited to welcome these new customers and the Formsite team to the Formstack community, and introduce them to our world class service and product offerings.”
Founded in 1998, Formsite was started by Randy Vroman as a way to help a colleague create their own Internet survey without assistance from others. Over 25 years, Formsite’s data capture capability has evolved to allow customers to build online forms and surveys without the need for programming knowledge. With over 10,000 customers, Formsite has grown organically without any external investors, stockholders, or pressure to compromise their mission to provide a world-class online forms and surveys platform.
“We’re incredibly excited about the value this acquisition will deliver to Formsite customers,” said Randy Vroman, CEO of Formsite. “Formstack has built an incredible suite of workflow automation tools that will allow our customers to put their data to work in new and interesting ways. Our customers can expect the same great product experience and responsive customer service they have come to expect from Formsite and will experience complete continuity with no disruption to their current data capture solutions.”
Over the next few months, the teams will be working on deeper integrations between the two offerings and the Formsite team will be stepping into new roles at Formstack.
Backed by PSG Equity and Silversmith Capital Partners, Formstack is a versatile no-code suite that simplifies data management and makes building automated workflows accessible to everyone. Designed for both non-technical users and developers, Formstack offers drag-and-drop functionality, open API, and seamless integrations to streamline data collection, document generation, eSignature, and more. Formstack additionally offers a native Salesforce form solution to streamline how Salesforce users capture and update records. Whether you're a small business or a large enterprise, Formstack provides a single, customizable solution for all your data collection and workflow needs. Launched in 2006, Formstack is trusted by over 20,000 organizations worldwide—including Advent Health, Virgin Galactic, and Netflix —to digitize what matters, automate workflows, and fix processes. To learn more, visit www.formstack.com.