Zendesk to Acquire Local Measure, Expanding AI-Powered Voice

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.

Tom Eggemeier

“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.

Jonathan Barouch, CEO of Local Measure

“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.

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.

Vodafone Idea Partners Genesys to Launch CCaaS Platform

Vi Business, the enterprise arm of Vodafone Idea, has partnered with Genesys, a global leader in AI-driven experience orchestration, to launch Contact Center as a Service (CCaaS) platform, which aims to provide Indian firms with advanced cloud and telecom solutions.

By combining Vi Business’s robust network infrastructure with AI-powered technology from Genesys, the partnership aims to deliver a cutting-edge, agile solution that accelerates the deployment process, enabling businesses to go live faster.

Late last month, Genesys secured a Unified License Virtual Network Operator (UL VNO) license in India, obtained under Department of Telecommunications (DoT) guidelines, which established Genesys Cloud as the first global Contact Center as a Service (CCaaS) platform with a UL VNO license, enabling both domestic and international customers to comply with Indian telecom regulations while accessing secure cloud services and innovative AI solutions for better customer engagement.

Vi Business and Genesys partnership aims to deliver a unified omnichannel customer experience by leveraging Vi Business's robust network infrastructure and Genesys's expertise in AI-powered experience orchestration.

The combined solution enables businesses to deploy contact center operations quickly, reducing time-to-market and minimizing downtime.

The collaboration will enable the provision of cloud-based CCaaS solutions, helping businesses manage customer interactions with advanced, flexible, and scalable options.

This initiative will allow Indian enterprises to adapt to evolving customer needs and utilize cutting-edge technologies without the substantial capital investments associated with traditional contact center setups.