Zendesk & Local Measure: A Game-Changer for AI Voice in CX
Ever wonder what would happen if two tech giants joined forces to accelerate your customer experience? Well, it just did. Zendesk acquisition of Local Measure is not just a headline – it’s a tipping point for contact center AI.
As the world hurtles towards unified and smart customer service, this transaction creates a fusion of cutting-edge voice AI, real-time customer information, and automation in an invigorating bouquet. Let us dissect how this acquisition will change the future of US and global contact centers for good.
Why This Deal Is a Big Deal?
In April 2025, Zendesk formally acquired Local Measure, a CX platform based in Sydney. Local Measure is most famous for its real-time engagement technology and AI-driven voice solution—”Engage for Amazon Connect.”
So, why did Zendesk do this?
Because voice isn’t dead. It’s booming, with smarter, faster, AI-first tools changing how businesses talk to their customers. According to Gartner, by 2029, 80% of customer service organizations will be using AI-powered voice bots to handle common tasks.
This acquisition gives Zendesk a direct way to level up its voice capabilities, especially for enterprise contact centers using Amazon Connect.
“Voice remains a critical channel for businesses to support customers, especially with urgent or complex issues,” said Adrian McDermott, Zendesk CTO. Enterprises need intuitive and flexible voice solutions to deliver seamless, high-quality experiences at scale. By combining Zendesk’s AI-powered platform with Local Measure’s advanced voice capabilities, we offer a scalable solution that adapts to our customers’ needs, streamlines workflows, personalizes interactions, and protects data.
Key Benefits of the Acquisition of Zendesk with Local Measure
1. Smarter Voice Tech Built for the Future
Local Measure’s AI voice solution is built natively for Amazon Connect, meaning it plays nicely with scalable, cloud-first contact centers.
- Real-time transcription
- AI-driven call routing
- Voice analytics for better insights
- Integrated sentiment detection
With Zendesk combining this technology, contact centers receive a huge dose of automation and acceleration—without losing personalization.
“Contact centers don’t have to opt for scale or empathy anymore,” states Local Measure CEO Jonathan Barouch. “This is the best of both worlds.”
2. Unified Data = Better CX
This union is more than technology synergy. It is data synergy.
Zendesk will now consolidate customer history, real-time interaction information, and voice insights under one umbrella. Agents have full visibility—faster, smarter, and in one place.
And with daily improving AI models, that data can now drive predictive responses, next-best action, and intelligent escalation. Customers are heard. Agents are empowered.
3. Seamless Omnichannel Experiences
Zendesk already leads the way in chat, email, and self-service. Local Measure now adds smart voice to the mix.
This is how it works:
- Customers call with an issue.
- AI directs them by intent and history.y
- Agents jump in with complete context.xt
- Support is wrapped up within minutes, not hours.s
- Voice becomes just one touchpoint on a much larger omnichannel journey.
4. Rapid Deployment with Amazon Connect
One of the brightest aspects of this deal is its integration with Amazon Connect.
Local Measure‘s solution is plug-and-play on AWS. Zendesk users can now launch voice contact centers in days, not months.
With Zendesk’s user experience and AWS’s reliability, companies now have scalability and ease in one.
“This is the future of CX—cloud native, AI-first, and lightning fast,” says Amy Chen, CX lead at Accenture Digital.
What It Means for US-Based Contact Centers
Now let’s bring it home.
For US businesses and mid-tier companies leveraging Zendesk, this deal opens up real-time AI voice capabilities that were once inaccessible.
Picture this:
- A caller reaches out to your support number
- AI responds and resolves their question, or connects them with context.
- Your agent closes the ticket in record time.
Not only does this increase CSAT scores, but it also decreases average handling time (AHT)—one of the key KPIs in customer service.
Poor customer service significantly impacts U.S. businesses, leading to substantial annual losses, according to Deloitte. This change plans to reverse that tide, once and for all.
Standout Features to Watch Zendesk with Local Measure
Here’s what makes this tech stack impossible to overlook:
AI-Powered Call Routing: Customers are routed to the correct agent in an instant, using language, intent, sentiment, and history-based methods. Agents have a live transcript and sentiment gauge on-screen in real time, enabling them to answer quicker and more compassionately.
Unified Agent Dashboard: No more systems to manage. One dashboard supports voice, chat, and tickets.
Scalable Cloud Voice: No hardware. No lengthy setup. Just AWS-native contact center software ready to deploy.
What to Expect Next from Zendesk
Zendesk has already committed to a roadmap to integrate Local Measure tools into its core product by 2025. What to watch for:
- AI-driven IVRs
- Voice analytics in Zendesk dashboards
- Wider support for Amazon Connect customers
- More training data for Zendesk AI models
- With these releases, Zendesk is positioning itself not only as a CX tool but as a CX powerhouse.
Conclusion: The Future of Voice is Bright
Zendesk‘s Local Measure acquisition is a moment that changes everything for AI voice in contact centers. It’s not only a technology merger—it’s a customer experience revolution.
By combining intelligent voice tech with an intuitive user interface, Zendesk is providing exactly what companies require in 2025: agility, intelligence, and empathy.
FAQs
Q1. What is Local Measure’s core product?
Local Measure’s crown jewel is “Engage for Amazon Connect,” an AI voice platform designed for cloud contact centers.
Q2. Why is Zendesk acquiring Local Measure?
To enhance voice capabilities and provide integrated, AI-first voice assistance for contact centers operating with Amazon Connect.
Q3. What do Zendesk users stand to gain?
Faster deployment, more intelligent call routing, real-time transcription, consolidated dashboards, and improved customer insights.
Q4. Is this exclusive to Amazon Connect users?
Currently, the integration is optimized for Amazon Connect, but will be adding features for all voice channels in the near future.
Q5. Will this affect Zendesk’s pricing?
Zendesk has not mentioned anything about changes in pricing but we anticipate more bundled voice solutions in enterprise plans by late 2025.
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