Zendesk, a global leader in AI-powered customer service, has entered into a definitive agreement to acquire Local Measure, a leading provider of Contact Center as a Service (CCaaS) and advanced voice solutions. As a long-time AWS partner, Local Measure enhances Zendesk’s capabilities in AI-driven voice technology and expands its presence in complex service environments. This acquisition further deepens Zendesk’s integration with Amazon Connect, AWS’s enterprise-ready, AI-powered cloud contact center solution, enabling businesses to deliver superior customer service more efficiently and cost-effectively.
“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,” said 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’s technology is designed to support high-volume, complex customer service operations. Its advanced capabilities allow businesses to implement intelligent call routing, leverage AI-driven automation, unify inbound support with outbound sales and marketing efforts, and gain real-time insights to enhance service quality.
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“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 acquisition also strengthens Zendesk’s collaboration with AWS, reinforcing its position as a key provider of AI-powered service solutions. With Local Measure’s deep expertise in voice technology and CCaaS, combined with seamless integration with Amazon Connect’s AI capabilities, Zendesk will deliver enhanced automation, smarter agent assist tools, and greater flexibility for businesses managing large-scale customer service operations.
“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 be executed via a scheme of arrangement under Australian law, with closing subject to customary conditions, including shareholder approval from Local Measure and necessary regulatory and court approvals in Australia. The transaction is expected to be finalized by May 2025.
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