Proposed Acquisition Strengthens Enterprise CX Capabilities and Deepens Collaboration with Amazon Web Services (AWS)
Zendesk, a global leader in AI-powered customer service, has entered into a definitive agreement to acquire Local Measure, a top provider of Contact Center as a Service (CCaaS) and advanced voice solutions, as well as a long-standing AWS partner. This acquisition will accelerate Zendesk’s expansion into large-scale, complex service environments, enhance its AI-driven voice capabilities, and further integrate its solutions with Amazon Connect, AWS’s enterprise-grade, AI-powered cloud contact center platform designed to improve customer service while reducing operational costs.
“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 purpose-built for high-volume, complex service operations. Its platform empowers businesses to deploy intelligent call routing, utilize AI-driven automation, unify inbound service with outbound sales and marketing initiatives, and access real-time insights to enhance service quality and efficiency.
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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.”
The acquisition will also deepen Zendesk’s collaboration with AWS, reinforcing its role as a key provider of AI-powered service solutions. By integrating Local Measure’s specialized voice and CCaaS expertise with Amazon Connect’s AI-driven capabilities, Zendesk aims to deliver more sophisticated automation, advanced agent assist tools, and scalable solutions for organizations managing extensive 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 through a scheme of arrangement under Australian law, with the closing contingent upon standard conditions, including approval from Local Measure’s shareholders and regulatory and Australian Court approvals. The transaction is expected to finalize in May 2025.
