Zendesk, a global leader in AI-driven customer service solutions, has announced its agreement to acquire Local Measure, a well-known provider of Contact Center as a Service (CCaaS) and advanced voice solutions.
This acquisition is set to enhance Zendesk’s expansion into more complex service environments, improve its AI-powered voice capabilities, and strengthen its integration with Amazon Connect, AWS’s cloud-based contact center platform.
“Voice is one of the most personal and powerful ways businesses connect with their customers and employees, and managing it at scale requires a solution that is both intelligent and adaptable,” stated Tom Eggemeier, CEO of Zendesk. “By acquiring Local Measure, we are fast-tracking our ability to deliver a fully integrated, AI-powered voice solution that combines the strength of Zendesk’s platform with the flexibility, security, and scalability of Amazon Connect. This move positions Zendesk to lead in the next generation of AI-powered service.”
Local Measure specializes in advanced call routing, AI-powered automation, and real-time analytics that enhance service quality. Its technology bridges inbound customer service with outbound sales and marketing, enabling businesses to efficiently manage high volumes of interactions.
“We’ve worked closely with Zendesk as a strategic partner, and this next step means faster deployment, lower complexity, and cloud-native innovation making Zendesk a fresh alternative to legacy Contact Center providers,” said Jonathan Barouch, CEO of Local Measure. “Together, we can bring customers the best of both worlds – Zendesk’s industry-leading AI-driven service solutions and Local Measure’s deep expertise in voice technology and contact centers.”
This deal also deepens Zendesk’s collaboration with AWS, reinforcing its role as a leading provider of AI-powered customer service solutions. “At AWS, we are focused on helping customers solve complex challenges at scale, and Amazon Connect is a critical part of that because it brings enterprise-ready capabilities that are global and AI native,” said Colleen Aubrey, senior vice president of AWS. “We are excited to work with Zendesk and Local Measure to unlock new opportunities for organizations to benefit from Amazon Connect helping them improve customer experience and operate faster, smarter, and more efficiently.”
The acquisition will proceed through a scheme of arrangement under Australian law, subject to shareholder approval, regulatory clearances, and court approvals in Australia. The transaction is anticipated to be finalized by May 2025, marking a significant milestone in Zendesk’s mission to redefine AI-powered customer service.
