New Delhi, Feb. 25 -- Artificial Intelligence (AI)-powered service provider Zendesk has announced its agreement to acquire Australian contact centre solutions provider Local Measure. The acquisition is aimed at expanding Zendesk's AI-powered voice services and strengthening its integration with Amazon Connect, the cloud-based contact centre solution developed by AWS.
With this move, Zendesk is looking to enhance its capabilities in handling complex customer service operations. The acquisition will allow the company to offer a fully integrated voice solution that combines its AI-driven platform with the flexibility and security of Amazon Connect. Zendesk CEO Tom Eggemeier highlighted the importance of voice communication in customer service, emphasising that the deal will fast-track the company's efforts in delivering a scalable and intelligent voice solution.
Local Measure specialises in high-volume service environments, offering businesses advanced call routing, AI-driven automation, and real-time insights to improve service quality. The company has previously worked closely with Zendesk as a strategic partner. Local Measure CEO Jonathan Barouch stated that the acquisition would enable faster deployment and reduce complexity for businesses adopting cloud-based contact centre solutions.
The agreement also strengthens Zendesk's partnership with AWS, reinforcing its role as a key provider of AI-powered customer service solutions. Colleen Aubrey, senior vice president at AWS, noted that the collaboration would help organisations leverage Amazon Connect to enhance customer experience and improve operational efficiency.
The acquisition will be carried out through a scheme of arrangement under Australian law, subject to approval from Local Measure's shareholders, regulatory bodies, and the Australian Court. The transaction is expected to be finalised by May 2025.
Tom Eggemeier, CEO of Zendesk, said, "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."
Jonathan Barouch, CEO of Local Measure, noted, "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 centres."
In October 2024, Zendesk introduced several AI-powered tools aimed at improving collaboration between human agents and AI. These new solutions include omnichannel AI agents, an upgraded agent copilot, and a customisable agent builder, all designed to enhance service efficiency and support business growth. With these advancements, Zendesk seeks to simplify AI implementation while delivering high-quality customer support and measurable business benefits.
Published by HT Digital Content Services with permission from TechCircle.