Zendesk has signed an agreement to acquire Local Measure in a bid to expand its CCaaS capabilities.

“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,”

Tom Eggemeier, CEO of Zendesk, said.

Local Measure, a provider of CCaaS, voice solutions, and a long-time AWS partner, is noted for its call routing that leverages AI-powered automation to improve service quality.

Zendesk CCaaS Upgrades

This acquisition brings to Zendesk, a customer and employee experience giant, Local Measure’s expertise in voice and CCaaS.

“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,”

Jonathan Barouch, CEO of Local Measure, said.

Although Zendesk offers CCaaS solutions, by partnering with Local Measure, the company aims to expand into larger, more complex service environments.

This is because Local Measure’s CCaaS is a cloud-native platform designed to enhance customer service operations through AI-powered automation and omnichannel capabilities.

Built on Amazon Connect, it offers sophisticated call routing, AI-driven automation, and real-time insights to manage high-volume, complex service environments.

The solution integrates natively with messaging platforms like WhatsApp, Facebook, and SMS, enabling seamless omnichannel communication.

This acquisition, in addition to offering Zendesk these new CCaaS capabilities, stands to strengthen Zendesk’s collaboration with AWS and therefore its AI-driven service solutions.

“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,”

Colleen Aubrey, Senior Vice President of AWS, said.

These AI capabilities of Amazon Connect, an enterprise-ready, AI-powered cloud contact center, enable Zendesk to deliver more advanced automation, smarter agent assist tools, and greater flexibility and scalability for companies managing large-scale service operations.

“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,” Eggemeier said.

Local Measure on Zendesk’s 2025 Agenda

Zendesk is seemingly really keen on CCaaS, as only last month, the company announced a partnership with Local Measure.

Billed as a move to bring advanced voice solutions to large businesses and enterprises, the move is seen as a broader shift between companies wanting to gain data and insights from the voice chats between agents and customers.

AI advancements mean large language models can now understand the context of a conversation in greater detail.

Local Measure has already integrated generative AI into its Engage platform, with things like real-time translation already in place.

The transaction is expected to close in May 2025.



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