Zendesk, a leader in Agentic AI-powered customer service, has finalized its acquisition of Local Measure, a top-tier CCaaS (Contact Center as a Service) and advanced voice solutions provider. This strategic move marks a significant expansion of Zendesk's customer experience platform into larger, high-volume service environments, thanks to Local Measure's integration with Amazon Connect, AWS's AI-powered contact center solution.
A New Era for Voice and Contact Center Solutions
The integration unifies digital and voice channels within a single intelligent platform, now offered as Zendesk for Contact Center. This collaboration delivers scalable, secure, and flexible AI-powered voice and CCaaS solutions, setting a new standard for customer service.
Adrian McDermott, Zendesk CTO, emphasized the importance of voice in customer service: "Voice remains a critical channel for businesses to support customers, especially with urgent or complex issues. Enterprises need intuitive and flexible voice solutions to deliver seamless, high-quality experiences at scale."
Transforming Traditional IVR with AI
Local Measure's platform revolutionizes traditional Interactive Voice Response (IVR) by integrating AI-driven automation and real-time data to deliver personalized, dynamic voice experiences. This innovation reduces agent workload while ensuring fast, accurate customer interactions.
With advanced call routing and seamless integration of inbound and outbound voice channels, Local Measure supports Zendesk in evolving static IVR menus into more intelligent voice solutions. Leveraging AI agents, Zendesk enhances IVR with smarter routing, proactive service, and better customer engagement.
The Road Ahead
The acquisition, initially announced in February 2025, was completed after meeting customary conditions, including shareholder and regulatory approvals. Zendesk is now focused on integrating Local Measure's technology and expertise into Zendesk for Contact Center to accelerate innovation and deliver enhanced value to customers worldwide.
About Zendesk Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, the company offers the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, and human expertise.
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