Zendesk has officially completed its acquisition of Local Measure, a prominent Contact Center as a Service (CCaaS) provider and a trusted Amazon Web Services (AWS) partner specializing in advanced voice solutions. This strategic acquisition enhances Zendesk’s ability to serve large-scale, high-volume customer environments by incorporating Local Measure’s seamless integration with Amazon Connect, AWS’s AI-powered contact center platform.
The newly combined offering, Zendesk for Contact Center, merges digital and voice capabilities into a unified, intelligent platform. It delivers a secure, scalable, and flexible AI-powered CCaaS solution designed to meet the evolving demands of modern enterprises.
“Voice remains essential for supporting customers with complex or urgent needs,” said Adrian McDermott, Chief Technology Officer at Zendesk. “With the integration of Local Measure’s advanced voice technology, our platform now offers a more intuitive, adaptable solution that enhances personal interactions, streamlines service operations, and upholds data security. This milestone marks a significant step in our mission to modernize voice communications and deliver future-ready customer experiences.”
Local Measure’s technology elevates traditional Interactive Voice Response (IVR) systems by integrating AI automation and real-time data analytics. This empowers businesses to deliver dynamic, personalized voice interactions, easing the workload on agents while improving response accuracy and speed. Features such as intelligent call routing and seamless management of both inbound and outbound voice channels enable a more refined and proactive customer engagement experience.
By leveraging Local Measure’s capabilities, Zendesk aims to transform outdated IVR systems into next-generation voice solutions powered by AI agents. These enhancements enable smarter routing, timely service delivery, and deeper customer engagement, setting a new benchmark in CCaaS innovation.
Zendesk had initially announced its intention to acquire Local Measure in February 2025. The acquisition was finalized following the completion of standard regulatory processes, including approval from shareholders and relevant authorities under Australian law.
With the acquisition now complete, Zendesk is focused on integrating Local Measure’s expertise and solutions into its contact center portfolio, aiming to accelerate innovation and provide greater value to global customers.
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