Zendesk to Acquire Local Measure, Expanding AI-Powered Voice
Zendesk has announced a definitive agreement to acquire Local Measure, a leading CCaaS and advanced voice solutions provider. The acquisition aims to enhance Zendesk's AI voice capabilities and strengthen its integration with Amazon Connect, AWS's cloud contact center solution.
Local Measure's technology specializes in high-volume service environments, offering sophisticated call routing, AI-powered automation, unified inbound service and outbound sales capabilities, and real-time service quality insights. The acquisition will accelerate Zendesk's expansion into complex service environments and position it as a key provider of AI-driven service solutions.
The deal reinforces Zendesk's collaboration with AWS and is expected to close in May 2025, subject to Local Measure's shareholder approval and regulatory and Australian Court approvals.
Zendesk ha annunciato un accordo definitivo per acquisire Local Measure, un fornitore leader di CCaaS e soluzioni vocali avanzate. L'acquisizione mira a migliorare le capacità vocali AI di Zendesk e a rafforzare la sua integrazione con Amazon Connect, la soluzione di contact center cloud di AWS.
La tecnologia di Local Measure si specializza in ambienti di servizio ad alto volume, offrendo sofisticati sistemi di instradamento delle chiamate, automazione basata su AI, servizi inbound unificati e capacità di vendita outbound, oltre a informazioni in tempo reale sulla qualità del servizio. L'acquisizione accelererà l'espansione di Zendesk in ambienti di servizio complessi e la posizionerà come un fornitore chiave di soluzioni di servizio guidate dall'AI.
L'accordo rafforza la collaborazione di Zendesk con AWS e si prevede che si chiuda a maggio 2025, soggetto all'approvazione degli azionisti di Local Measure e alle approvazioni regolatorie e del tribunale australiano.
Zendesk ha anunciado un acuerdo definitivo para adquirir Local Measure, un proveedor líder de CCaaS y soluciones de voz avanzadas. La adquisición tiene como objetivo mejorar las capacidades de voz AI de Zendesk y fortalecer su integración con Amazon Connect, la solución de centro de contacto en la nube de AWS.
La tecnología de Local Measure se especializa en entornos de servicio de alto volumen, ofreciendo sofisticadas rutas de llamadas, automatización impulsada por AI, servicios entrantes unificados y capacidades de ventas salientes, así como información en tiempo real sobre la calidad del servicio. La adquisición acelerará la expansión de Zendesk en entornos de servicio complejos y la posicionará como un proveedor clave de soluciones de servicio impulsadas por AI.
El acuerdo refuerza la colaboración de Zendesk con AWS y se espera que se cierre en mayo de 2025, sujeto a la aprobación de los accionistas de Local Measure y a las aprobaciones regulatorias y del tribunal australiano.
Zendesk는 Local Measure를 인수하기 위한 최종 계약을 발표했습니다. Local Measure는 선도적인 CCaaS 및 고급 음성 솔루션 제공업체입니다. 이 인수는 Zendesk의 AI 음성 기능을 향상시키고 Amazon Connect와의 통합을 강화하는 것을 목표로 합니다. AWS의 클라우드 컨택트 센터 솔루션입니다.
Local Measure의 기술은 대량 서비스 환경에 특화되어 있으며, 정교한 통화 라우팅, AI 기반 자동화, 통합 수신 서비스 및 아웃바운드 판매 기능, 실시간 서비스 품질 인사이트를 제공합니다. 이 인수는 Zendesk가 복잡한 서비스 환경으로 확장하는 속도를 높이고 AI 기반 서비스 솔루션의 주요 제공업체로 자리매김할 것입니다.
이번 거래는 Zendesk와 AWS의 협력을 강화하며, Local Measure의 주주 승인 및 규제 및 호주 법원의 승인을 조건으로 2025년 5월에 마무리될 것으로 예상됩니다.
Zendesk a annoncé un accord définitif pour acquérir Local Measure, un fournisseur leader de CCaaS et de solutions vocales avancées. Cette acquisition vise à améliorer les capacités vocales AI de Zendesk et à renforcer son intégration avec Amazon Connect, la solution de centre de contact cloud d'AWS.
La technologie de Local Measure se spécialise dans les environnements de service à fort volume, offrant un routage d'appels sophistiqué, une automatisation alimentée par l'IA, des services entrants unifiés et des capacités de vente sortante, ainsi que des informations en temps réel sur la qualité du service. L'acquisition accélérera l'expansion de Zendesk dans des environnements de service complexes et la positionnera comme un fournisseur clé de solutions de service pilotées par l'IA.
L'accord renforce la collaboration de Zendesk avec AWS et devrait être finalisé en mai 2025, sous réserve de l'approbation des actionnaires de Local Measure et des approbations réglementaires et judiciaires australiennes.
Zendesk hat eine endgültige Vereinbarung zur Übernahme von Local Measure angekündigt, einem führenden Anbieter von CCaaS und fortschrittlichen Sprachlösungen. Die Übernahme zielt darauf ab, die KI-Sprachfähigkeiten von Zendesk zu verbessern und die Integration mit Amazon Connect, der Cloud-Contact-Center-Lösung von AWS, zu stärken.
Die Technologie von Local Measure ist auf hochvolumige Serviceumgebungen spezialisiert und bietet ausgeklügelte Anrufweiterleitung, KI-gesteuerte Automatisierung, integrierte eingehende Dienstleistungen und ausgehende Verkaufsfähigkeiten sowie Echtzeiteinblicke in die Servicequalität. Die Übernahme wird die Expansion von Zendesk in komplexe Serviceumgebungen beschleunigen und das Unternehmen als einen wichtigen Anbieter von KI-gesteuerten Service-Lösungen positionieren.
Der Deal stärkt die Zusammenarbeit von Zendesk mit AWS und soll im Mai 2025 abgeschlossen werden, vorbehaltlich der Genehmigung der Aktionäre von Local Measure sowie der regulatorischen und australischen Gerichtsgenehmigungen.
- Strategic acquisition enhances AI voice capabilities and complex service solutions
- Strengthens partnership with AWS and integration with Amazon Connect
- Expands into larger, more complex service environments
- Adds sophisticated call routing and AI-powered automation capabilities
- None.
Insights
This strategic acquisition marks a significant transformation in Zendesk's enterprise service capabilities, particularly in the rapidly evolving AI-powered voice solutions market. The integration of Local Measure's technology addresses three critical market dynamics:
1. Enterprise-Scale Enhancement
Local Measure's expertise in high-volume, complex service environments will enable Zendesk to compete more effectively in the enterprise segment, traditionally dominated by legacy providers. The technology stack's ability to handle sophisticated call routing and unify inbound service with outbound operations positions Zendesk to capture larger enterprise contracts.
2. AWS Strategic Alliance
The deeper integration with Amazon Connect represents a powerful competitive advantage. This three-way technological synergy (Zendesk-Local Measure-AWS) creates a formidable cloud-native solution that can significantly reduce implementation complexity and total cost of ownership for enterprises. The AWS partnership also provides Zendesk with access to advanced AI capabilities and global scale.
3. Market Timing and AI Innovation
The acquisition's timing aligns with the accelerating shift toward AI-powered customer service solutions. Local Measure's integration will enable Zendesk to offer more sophisticated automation and real-time insights, critical capabilities as businesses seek to balance service quality with operational efficiency. The combined solution's ability to leverage AI for both voice and digital channels positions Zendesk at the forefront of the industry's evolution.
The transaction's structure as an Australian scheme of arrangement, with an expected closing in May 2025, suggests a well-planned integration approach. The regulatory approval process appears straightforward, though shareholders will need to approve the transaction. This acquisition could significantly enhance Zendesk's competitive position against both traditional contact center providers and newer cloud-native competitors, while accelerating its enterprise market penetration.
Proposed Acquisition Strengthens Enterprise CX Capabilities and Deepens Collaboration with Amazon Web Services (AWS)
"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.
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