Zendesk is turning up the volume in the AI-powered customer service space with its latest acquisition: Local Measure, a specialist in cloud contact centre solutions and a long-time Amazon Web Services (AWS) partner.
The move, expected to close in May 2025, strengthens Zendesk’s presence in complex service environments and deepens its integration with AWS’s Amazon Connect.
By bringing Local Measure into the fold, Zendesk is doubling down on AI-driven voice capabilities. The acquisition will enhance call routing, improve automation, and unify inbound service with outbound sales and marketing efforts. It also means businesses using Zendesk can tap into smarter agent assist tools, real-time insights, and greater scalability, key for enterprises handling high call volumes.
Tom Eggemeier, CEO of Zendesk, said: “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.”
Perhaps most significantly, the deal tightens Zendesk’s collaboration with AWS, reinforcing its position as a top player in AI-powered customer experience. With Amazon Connect already a go-to cloud contact centre solution, this acquisition puts Zendesk in a stronger position to offer advanced automation at scale.
The deal still needs to clear regulatory and shareholder approvals in Australia, but if all goes to plan, Zendesk will soon be making bigger waves in the enterprise CX space.