Zendesk completes Local Measure acquisition to boost AI-powered voice and capabilities

Zendesk has officially completed its acquisition of Australian CCaaS provider Local Measure, strengthening its AI-driven customer experience platform with enterprise-grade voice and contact centre functionality. 

The deal expands Zendesk’s partnership with AWS, integrating Local Measure’s platform, built on Amazon Connect, into its offering. The result is Zendesk for Contact Center, a solution designed to support high-volume service environments with seamless omnichannel capability across digital and voice. 

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“Voice remains a critical channel for businesses supporting urgent or complex issues,” said Zendesk CTO Adrian McDermott. “By combining our AI-powered platform with Local Measure’s advanced voice capabilities, we’re delivering scalable, secure, and flexible solutions that help businesses personalise interactions and streamline workflows.”

The acquisition signals Zendesk’s ambition to push further into enterprise CX, especially as brands seek more intelligent automation, faster resolution times, and secure data handling across contact centres. Local Measure’s platform enhances traditional IVR with AI agents and real-time data, enabling smarter routing and more dynamic call handling. Zendesk said the integration reduces agent load and enables proactive, context-rich customer service.

The acquisition, first announced in February, has now cleared regulatory and shareholder approvals under Australian law. Zendesk will begin incorporating Local Measure’s technology and team into its core platform, accelerating the rollout of next-gen contact centre innovations globally.

The move follows Zendesk’s broader push into Agentic AI, a model that puts AI agents at the heart of customer support to increase automation, augment service teams, and drive better business outcomes.