Zendesk has announced its definitive agreement to acquire Local Measure, a cloud-native contact center provider and long-time Amazon Connect partner.
The move is expected to enhance Zendesk’s AI-powered voice capabilities, reinforcing its position as a key player in enterprise CX.
The acquisition, subject to regulatory and shareholder approvals in Australia, is set to close in May 2025.
Once finalized, Local Measure’s technology will be deeply integrated into Zendesk’s platform, offering businesses an AI-powered, cloud-based voice solution that scales effortlessly.
Why This Matters
For years, Zendesk customers looking for native contact center solutions have relied on third-party integrations. This acquisition changes that—bringing Local Measure’s scalable, AI-driven voice capabilities directly into the Zendesk stack.
"Voice is one of the most personal and powerful ways businesses connect with customers and employees, and managing it at scale requires intelligence and adaptability," 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 Zendesk’s strengths with the flexibility, security, and scalability of Amazon Connect.
A Natural Evolution of Partnership
Local Measure has been a key AWS partner, developing omnichannel CX solutions that leverage AI-driven automation, intelligent call routing, and seamless integration with Amazon Connect. Over the years, its contact center-as-a-service (CCaaS) offering has grown rapidly, gaining traction with large-scale enterprises in industries like healthcare, telecoms, and government.
For Local Measure, the acquisition means a massive scale-up opportunity. Jonathan Barouch, CEO of Local Measure, added:
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 centre providers.
Why Local Measure Is a Strong Fit for Zendesk
Zendesk’s acquisition of Local Measure is more than just a business transaction—it’s a strategic move that strengthens its AI-driven voice capabilities and expands its presence in the enterprise contact center market. By bringing Local Measure’s technology in-house, Zendesk eliminates the need for third-party integrations, offering businesses a fully native, AI-powered voice solution.
Local Measure has undergone a significant transformation since its founding over 11 years ago. Initially, it focused on customer experience solutions for the hospitality industry, providing tools for brands like Fairmont Hotels and Accor. However, when the pandemic hit, the hospitality sector collapsed overnight, forcing the company to rethink its direction. That pivot led to a partnership with AWS, where Local Measure built a cloud-native contact center solution leveraging Amazon Connect. That decision allowed the company to rebuild itself into a CCaaS provider, offering scalable, AI-driven customer engagement solutions for industries such as healthcare, telecommunications, and government.
The acquisition makes sense for both companies. Local Measure’s platform is designed for high-scale service environments, aligning perfectly with Zendesk’s goal of expanding into larger enterprise deployments. Its AI-driven call routing, automation capabilities, and omnichannel functionality allow businesses to seamlessly transition between voice, messaging, and other digital channels. Rather than stitching together different solutions, companies can now use an integrated Zendesk platform to manage their entire customer experience from start to finish.
Zendesk customers have long expressed the need for a fully native voice solution. Until now, businesses wanting to use Zendesk for customer service still had to rely on external telephony providers for contact center functionality. By acquiring Local Measure, Zendesk addresses this gap and provides a tightly integrated experience. The response from customers since the announcement has been overwhelmingly positive, with many excited that they no longer need to manage multiple disconnected tools.
"We've been inundated with customer calls in the last 48 hours,"
Barouch said. "Many have told us, ‘We’ve wanted this for years,’ because they’re currently paying for multiple tools they don’t use—just to make things work with Zendesk."
This acquisition also strengthens Zendesk’s relationship with AWS. Local Measure has deep expertise in Amazon Connect, as well as AWS’s broader AI and automation tools. With this move, Zendesk is reinforcing its position as a key AI-powered service provider in the AWS ecosystem. The combination of Zendesk’s intuitive platform, Local Measure’s enterprise-grade contact center capabilities, and AWS’s cloud infrastructure creates a compelling alternative to traditional contact center solutions.
