Proposed Acquisition Strengthens Enterprise CX
Capabilities and Deepens Collaboration with Amazon Web Services
(AWS)
SAN
FRANCISCO, Feb. 24, 2025 /PRNewswire/ -- Zendesk, a
global leader in AI-powered service, today announced that it has
signed a definitive agreement to acquire Local Measure, a leading
provider of CCaaS and advanced voice solutions and a long-time AWS
partner. This acquisition accelerates Zendesk's expansion into
larger, more complex service environments, enhances its AI voice
capabilities, and strengthens its integration with Amazon Connect,
AWS's enterprise-ready, AI-powered, cloud contact center solution
that helps companies deliver superior customer service at a lower
cost.
"Voice is one of the most personal and powerful ways businesses
connect with their customers and employees, and managing it at
scale requires a solution that is both intelligent and adaptable,"
said Tom Eggemeier, CEO of Zendesk.
"By acquiring Local Measure, we are fast-tracking our ability to
deliver a fully integrated, AI-powered voice solution that combines
the strength of Zendesk's platform with the flexibility, security,
and scalability of Amazon Connect. This move positions Zendesk to
lead in the next generation of AI-powered service."
Local Measure's technology is built for high-volume, complex
service environments. It enables businesses to implement
sophisticated call routing, leverage AI-powered automation, unify
inbound service and outbound sales and marketing efforts, and
provide real-time insights that improve service quality.
"We've worked closely with Zendesk as a strategic partner, and
this next step means faster deployment, lower complexity, and
cloud-native innovation making Zendesk a fresh alternative to
legacy Contact Center providers," said Jonathan Barouch, CEO of Local Measure.
"Together, we can bring customers the best of both worlds -
Zendesk's industry-leading AI-driven service solutions and Local
Measure's deep expertise in voice technology and contact
centers."
This acquisition also strengthens Zendesk's collaboration with
AWS, reinforcing its position as a key provider of AI-driven
service solutions. Local Measure's deep expertise in voice and
CCaaS combined with its seamless integration with the AI
capabilities of Amazon Connect, will enable Zendesk to deliver more
advanced automation, smarter agent assist tools, and greater
flexibility and scalability for companies managing large-scale
service operations.
"At AWS, we are focused on helping customers solve complex
challenges at scale, and Amazon Connect is a critical part of that
because it brings enterprise-ready capabilities that are global and
AI native," said Colleen Aubrey,
senior vice president of AWS. "We are excited to work with Zendesk
and Local Measure to unlock new opportunities for organizations to
benefit from Amazon Connect helping them improve customer
experience and operate faster, smarter, and more efficiently."
The proposed acquisition is to be implemented via a scheme of
arrangement under Australian law and its closing is subject to the
satisfaction of customary conditions precedent in transactions of
this type, including Local Measure's shareholder approval and
necessary regulatory and Australian Court approvals. The
transaction is currently expected to close in May 2025.
About Zendesk
Zendesk powers exceptional service for
every person on the planet. As the leader in AI-powered service, we
help businesses deliver faster, smarter, and more personal customer
and employee experiences. Our platform is purpose-built for service
- combining AI agents, automation, and human insight to make every
interaction seamless. We design our technology to enhance service,
making it more intuitive, responsive, and effective. Easy to use,
easy to scale, and designed for immediate impact, Zendesk helps
companies strengthen relationships, improve efficiency, and grow.
Learn more at www.zendesk.com.
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SOURCE Zendesk, Inc.
