Zendesk boosts contact center capabilities with Local Measure buy
CALIFORNIA, UNITED STATES — Zendesk has officially completed its acquisition of Australian-based Local Measure, a move aimed at deepening its artificial intelligence (AI)-driven contact center capabilities and expanding its reach in enterprise-grade voice solutions.
AI-driven contact center innovation
Zendesk, known for its agentic AI-powered customer service software, is integrating Local Measure’s advanced voice technology and long-standing AWS partnership into its portfolio.
Local Measure specializes in Contact Center as a Service (CCaaS), with key expertise in voice solutions built on Amazon Connect, AWS’s AI-powered contact center platform.
This acquisition enables Zendesk to launch “Zendesk for Contact Center,” a unified platform that combines digital and voice support channels into a scalable, intelligent customer experience system.
“Voice remains a critical channel for businesses, especially with urgent or complex issues,” said Adrian McDermott, Zendesk’s CTO.
“By combining Zendesk’s AI-powered platform with Local Measure’s advanced voice capabilities, we offer a scalable solution that adapts to our customers’ needs, streamlines workflows, personalizes interactions, and protects data.”
Smarter IVR, proactive engagement
Local Measure’s technology upgrades traditional IVR systems using AI automation and real-time data, enabling dynamic voice interactions that reduce agent workload while boosting customer satisfaction.
With features like intelligent call routing and integration across inbound and outbound channels, the new platform aims to raise the standard for next-generation voice messaging.
Zendesk plans to use this capability to enhance proactive customer service and smarter engagement, with a strong focus on security and scalability.
Strategic global expansion
Headquartered in the U.S., Zendesk operates across North America, Europe, Asia-Pacific, and Latin America, serving more than 160,000 customers globally.
Local Measure, founded in Sydney, Australia, brings deep expertise in voice technologies and enterprise-grade solutions, with operations across Australia, Southeast Asia, and the U.S.
