Zendesk Completes Acquisition of Local Measure
Zendesk,
a pioneer in Agentic AI-powered customer service, announced the completion of
its acquisition of Local Measure, a leading CCaaS (Contact Center as a Service)
and advanced voice solutions provider and long-standing AWS partner. This
strategic move expands Zendesk's customer experience platform into larger,
high-volume service environments through Local Measure's integration with
Amazon Connect, AWS's AI-powered contact center solution. The integration
unifies digital and voice channels within a single intelligent platform, now
offered as Zendesk for Contact Center, delivering scalable, secure, and
flexible AI-powered voice and CCaaS solutions.
"Voice
remains a critical channel for businesses to support customers especially with
urgent or complex issues," said Adrian McDermott, Zendesk CTO.
"Enterprises need intuitive and flexible voice solutions to deliver
seamless, high-quality experiences at scale. By combining Zendesk's AI-powered
platform with Local Measure's advanced voice capabilities, we offer a scalable
solution that adapts to our customers' needs, streamlines workflows,
personalizes interactions, and protects data. This strengthens our commitment
to advancing voice technology and delivering comprehensive solutions that help
customers overcome today's challenges while building for tomorrow's needs"
Local
Measure's platform transforms traditional IVR (Interactive Voice Response) by
integrating AI-driven automation and real-time data to deliver personalized,
dynamic voice experiences. This reduces agent workload while ensuring fast,
accurate customer interactions. With advanced call routing and seamless
integration of inbound and outbound voice channels, Local Measure supports
Zendesk in evolving static IVR menus into more intelligent voice solutions.
Leveraging AI agents to enhance and evolve IVR, Zendesk delivers smarter
routing, proactive service, and better customer engagement — setting a new
standard for next-generation voice messaging and scalable contact centers.
The
intent to acquire Local Measure was initially announced in February 2025.
The transaction was completed following satisfaction of customary conditions,
including Local Measure's shareholder approval and required regulatory and
court approvals under Australian law. Zendesk is now focused on integrating
Local Measure's technology and expertise into Zendesk for Contact Center to
accelerate innovation and deliver enhanced value to its customers worldwide.
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