Zendesk will acquire Local Measure, an Australia provider of call centre software, to enhance its AI voice capabilities and expand into complex service environments. The acquisition aims to strengthen Zendesk’s integration with Amazon Connect. Pending regulatory approval, the deal is expected to be worth around AUD 100 million
“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.”
Built for complex, high-volume service needs, Local Measure empowers businesses with advanced call routing, AI automation, integrated service and sales, and real-time insights to drive superior customer experiences.
“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,” 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 centres.”
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 Solutions. “We are excited to work with Zendesk and Local Measure to unlock new opportunities for organisations 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.
