Acquisition boosts Zendesk’s CCaaS capabilities through deeper AWS partnership and Amazon Connect integration
Zendesk has completed its acquisition of Local Measure, an AWS-aligned CCaaS and voice technology provider. This strategic move enhances Zendesk’s capabilities in the contact center space by integrating Local Measure’s advanced voice technology with Amazon Connect, forming the backbone of the newly expanded Zendesk for Contact Center platform.
The acquisition aligns with Zendesk’s vision to deliver seamless, scalable, and intelligent customer experiences, particularly in high-volume environments. By incorporating Local Measure’s intelligent IVR and dynamic call-routing solutions, Zendesk now offers businesses a unified platform that enhances both digital and voice interactions with AI-first personalization.
“The integration of Agentic AI with voice is no longer a future proposition—it’s today’s customer service standard.”
— Adrian McDermott, CTO, Zendesk
“Voice remains a critical channel for urgent, complex issues,” said Adrian McDermott, CTO, Zendesk. “With Local Measure’s innovation layered into our Agentic AI foundation, we’re delivering adaptive, enterprise-grade voice solutions that meet today’s customer expectations for fast, secure, and human-like engagement.”
Local Measure’s AI-driven voice stack transforms traditional IVR into proactive, context-aware conversations—minimizing agent load while improving resolution accuracy. With a strong emphasis on security, flexibility, and scale, the integration creates a modern CCaaS offering tailored for AI-centric enterprises.
Zendesk finalized the acquisition after receiving all regulatory approvals in Australia. Moving forward, Zendesk will integrate Local Measure’s technology into its global roadmap, accelerating innovation and expanding the reach of AI-powered, omnichannel contact centers.
