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Zendesk's Strategic Acquisition of Local Measure

On May 20, 2025, Zendesk, a leader in AI-enhanced customer service, announced the successful acquisition of Local Measure, a prominent provider of CCaaS (Contact Center as a Service). This acquisition is a strategic move to expand Zendesk's customer experience platform, particularly in high-volume service environments. By leveraging Local Measure's integration with Amazon Connect, Zendesk aims to unify digital and voice channels into a singular, intelligent platform.

The combination of these services will be offered under the new brand, Zendesk for Contact Center, promising scalable, secure, and flexible AI-integrated voice and CCaaS solutions. According to Adrian McDermott, CTO of Zendesk, “Voice remains a critical channel for businesses, especially for urgent or complex issues. Enterprises require intuitive and flexible voice solutions that ensure seamless, high-quality experiences at scale.”

Transforming Customer Interactions

Local Measure's advanced solutions redefine traditional IVR (Interactive Voice Response) by utilizing AI-driven automation alongside real-time data to deliver dynamic and personalized voice experiences. This innovation not only minimizes agent workload but also speeds up accurate customer interactions.

Moreover, Local Measure offers sophisticated call routing and integrates both inbound and outbound voice channels effectively. This integration allows Zendesk to evolve static IVR systems into more intelligent, AI-enhanced solutions. The goal is to provide smarter routing and proactive service capabilities, ultimately improving customer engagement and setting a new standard for voice messaging and contact center scalability.

Background and Future Direction

The intent to acquire Local Measure was first disclosed in February 2025 and was finalized following the necessary regulatory approvals and Local Measure's shareholder consent. Now that the acquisition is complete, Zendesk is strategically focused on integrating Local Measure's innovative technology and expertise into its contact center offerings, aiming to catalyze further innovations and drive enhanced customer value globally.

About Zendesk

Zendesk is committed to elevating service quality for every individual worldwide. As a prominent player in AI-powered service, the company offers the Zendesk Resolution Platform, designed to transform customer experience through advanced AI tools that facilitate seamless interactions. With the integration of Local Measure, Zendesk expects to enrich its platform further, harnessing augmented AI capabilities while maintaining ease of use and scalability for its clientele. Zendesk’s goal is to empower companies to build robust relationships with their customers, improve operational efficiency, and support growth.

For more information, visit Zendesk's Official Website.