Zendesk, a global leader in AI-powered customer service, has announced a definitive agreement to acquire Local Measure, a prominent provider of Contact Center as a Service (CCaaS) solutions and a long-time AWS partner. This strategic acquisition is set to accelerate Zendesk’s expansion into large-scale, complex service environments, enhance its AI-driven voice capabilities, and strengthen its integration with Amazon Connect, AWS’s enterprise-ready, AI-powered cloud contact center solution.
Tom Eggemeier, CEO of Zendesk, emphasized the importance of voice as a critical communication channel in today’s customer service landscape. He stated, “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. 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 Advanced Voice Solutions to Power Zendesk’s AI Service Platform
Local Measure has built a strong reputation for high-volume, complex service environments, offering businesses the ability to implement sophisticated call routing, leverage AI-driven automation, unify inbound service and outbound sales, and deliver real-time insights to improve service quality. By integrating Local Measure’s technology, Zendesk will enhance its AI voice solutions, allowing businesses to operate more efficiently and provide a seamless, high-quality customer experience.
Jonathan Barouch, CEO of Local Measure, highlighted the impact of this acquisition on businesses looking for a modern, cloud-native contact center alternative. He commented, “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. 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.”
Strengthening Collaboration with AWS and Amazon Connect
This acquisition further solidifies Zendesk’s collaboration with AWS, reinforcing its position as a key provider of AI-powered service solutions. With Local Measure’s expertise in voice technology and its seamless integration with Amazon Connect, Zendesk is poised to deliver more advanced automation, smarter agent assist tools, and greater scalability for companies managing large-scale service operations.
Colleen Aubrey, Senior Vice President of AWS, emphasized the importance of Amazon Connect in delivering global, AI-native enterprise solutions. She stated, “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. 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.”
Acquisition Timeline and Regulatory Approval
The acquisition will be executed through a scheme of arrangement under Australian law, requiring shareholder approval from Local Measure, as well as regulatory and Australian Court approvals. The transaction is expected to close in May 2025, subject to the satisfaction of customary conditions precedent for deals of this nature.
Zendesk’s Bold Move into AI-Powered Voice Service
With the acquisition of Local Measure, Zendesk is making a significant leap forward in AI-driven voice solutions, expanding its capabilities to deliver smarter, more efficient customer service experiences. By combining Zendesk’s customer service expertise, Local Measure’s advanced voice technology, and Amazon Connect’s AI-powered infrastructure, this acquisition marks a new chapter in the evolution of intelligent, scalable customer engagement solutions.
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