In a significant move aimed at enhancing its enterprise customer experience (CX) capabilities, Zendesk has announced its decision to acquire Local Measure, a pioneer in AI-powered voice solutions and a stalwart collaborator with Amazon Web Services (AWS). This acquisition, set to reshape the landscape of AI-driven customer service, marks a strategic step by Zendesk to integrate more deeply with Amazon’s cloud contact center solution, Amazon Connect.
Zendesk Announces Acquisition of Local Measure
On February 24, 2025, Zendesk revealed its plan to take over Local Measure, a leader in Contact Center as a Service (CCaaS) and advanced voice technologies. The merger is poised to accelerate Zendesk’s growth into more complex and larger service domains, while bolstering its offerings with enhanced AI voice capabilities. The definitive agreement showcases Zendesk’s commitment to evolving its service solutions to meet the demands of modern enterprises.
Enhancing AI Voice Capabilities and AWS Integration
The acquisition is not just an expansion but a significant enhancement of Zendesk’s technology stack. Zendesk CEO, Tom Eggemeier, emphasized the importance of AI-powered voice solutions in delivering personalized customer interactions at scale. By integrating Local Measure’s capabilities, Zendesk aims to offer a unified, intelligent voice solution that leverages the flexibility, security, and scalability of Amazon Connect. This initiative stands to profoundly enrich Zendesk’s service platform, integrating AI-driven innovations for superior service management.
Impacts and Expectations of the Acquisition
The synergy between Zendesk and Local Measure is expected to yield powerful outcomes. Not only will it streamline service operations with AI automation and smarter agent assistance tools, but it will also promote a more cohesive approach to managing both inbound service requests and outbound sales. The collaboration with AWS further strengthens Zendesk’s positioning as a formidable entity in AI-driven service solutions, setting a new benchmark for efficiency and customer satisfaction in the industry.
In summary, Zendesk’s strategic acquisition of Local Measure promises significant advancements in AI-based voice services and customer experience solutions. With strengthened collaborations and integrated technologies, Zendesk is poised to lead the next generation of AI-powered service platforms, enhancing operational efficiencies and transforming customer interactions. Expected to close by May 2025, this move could dramatically reshape how businesses approach customer service and experience.
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