Zendesk, a leader in agentic AI-powered customer service, today announced the completion of its acquisition of Local Measure, a premier CCaaS provider and AWS partner specializing in advanced voice solutions. This strategic acquisition significantly broadens Zendesk’s customer experience platform, enabling it to serve larger, high-volume environments through Local Measure’s seamless integration with Amazon Connect — AWS’s AI-driven contact center technology.
The newly combined offering, branded as Zendesk for Contact Center, unifies digital and voice channels into a single intelligent platform that is scalable, secure, and highly flexible. This addresses the growing demand for seamless voice support, especially for urgent or complex customer issues.
Zendesk CTO Adrian McDermott emphasized the importance of voice channels, stating, “Enterprises need intuitive and flexible voice solutions to deliver seamless, high-quality experiences at scale.” The integration merges Zendesk’s AI capabilities with Local Measure’s dynamic, AI-enhanced IVR systems, offering smarter call routing, proactive service, and personalized customer interactions that reduce agent workload.
Local Measure’s platform transforms traditional IVR by leveraging AI-driven automation and real-time data, enabling personalized and dynamic voice experiences. The result is a next-generation contact center that supports both inbound and outbound voice interactions with advanced routing and intelligent voice messaging.
Following the transaction’s completion—after receiving shareholder and regulatory approvals—Zendesk is now focused on integrating Local Measure’s technology into Zendesk for Contact Center. This integration aims to accelerate innovation and enhance customer value worldwide, reinforcing Zendesk’s leadership in AI-powered customer service.
Benefits:
- Unified digital and voice channels with AI-driven automation
- Scalable, secure, and flexible CCaaS platform with Amazon Connect
- AI-enhanced IVR for smarter routing and dynamic voice experiences
- Reduced agent workload and improved customer engagement
- Accelerated innovation and expanded global reach
