Zendesk, a market leader in AI-powered customer service, has announced its agreement to acquire Local Measure, a top provider of Contact Center as a Service (CCaaS) and advanced voice solutions. This acquisition aims to enhance Zendesk’s AI-driven voice capabilities and strengthen its collaboration with Amazon Web Services (AWS).
Advancing AI-Powered Customer Service
Zendesk’s expansion into large-scale service environments will be accelerated through this acquisition. By integrating Local Measure’s technology, Zendesk aims to improve its AI-driven voice automation, streamline call routing, and refine real-time data insights to enhance customer interactions. Additionally, this move will deepen Zendesk’s integration with Amazon Connect, AWS’s cloud-based contact center solution.
Enhancing Voice Solutions with AI
“Voice is one of the most direct and impactful ways for businesses to engage with their customers, and managing it effectively at scale requires intelligent, adaptive solutions,” said Tom Eggemeier, CEO of Zendesk. “By bringing in Local Measure’s expertise, we are accelerating our ability to offer a fully integrated, AI-powered voice platform that combines flexibility, security, and scalability.”
Local Measure’s technology is designed for high-volume service environments, helping businesses implement AI-powered automation, optimize call handling, and unify inbound and outbound communications.
Collaboration with AWS
This acquisition also strengthens Zendesk’s ongoing partnership with AWS. According to Colleen Aubrey, Senior Vice President at AWS, “Amazon Connect’s AI-native capabilities are designed to help businesses scale efficiently. We look forward to working with Zendesk and Local Measure to unlock new opportunities that improve customer experience while reducing operational costs.”
Strategic Growth and Industry Impact
Zendesk’s latest acquisition is set to enhance AI-powered automation, provide smarter agent assistance tools, and offer greater flexibility for enterprises managing large-scale service operations. This move comes as AI-driven customer service solutions continue to gain traction across global markets.
The deal will be executed through an Australian legal framework, requiring approval from Local Measure’s shareholders and regulatory bodies. The transaction is projected to be finalized by May 2025.
The Future of AI in Customer Engagement
As AI-powered service solutions evolve, more companies are integrating machine learning and automation to optimize customer interactions. GoTo’s latest AI-driven enhancements in customer service also highlight the growing trend of businesses leveraging artificial intelligence to improve service efficiency and user experience.
With this acquisition, Zendesk is not only expanding its AI capabilities but also positioning itself at the forefront of AI-powered voice solutions, ready to redefine the future of customer engagement.
