Zendesk, which is known for its AI-powered service, signed an agreement to purchase Local Measure, a CCaaS and advanced voice solutions provider, and longtime AWS partner.
This transaction is expected to accelerates Zendesk’s expansion into larger, more complex service environments, enhancing AI-powered voice capability and strengthening its collaboration with AWS.
“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 Zendesk CEO, Tom Eggemeier. “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 AWS’s cloud infrastructure. This move positions Zendesk to lead in the next generation of AI-powered service.”
Local Measure’s technology is built for complex, high-volume environments. It allows businesses to implement sophisticated call routing, leverage AI-powered automation, unify inbound service and outbound sales and marketing efforts, providing real-time insight to improve service quality.
“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, the 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 purchase also bolsters Zendesk’s partnership with AWS, reinforcing its position as a key provider of AI-driven service solutions in the AWS ecosystem. Local Measure’s deep expertise in voice and CCaaS – combined with its seamless integration with AWS’ AI capabilities- will allow Zendesk to deliver more advanced automation, smarter agent assist tools and improved flexibility and scalability for companies that manage large-scale service operations.
The proposed transaction is to be implemented via a scheme of arrangement under Australian law; its closing is subject to satisfying customary conditions. The deal should close in May 2025.
