2 MIN READ

Zendesk acquires Local Measure to invest heavily in AI-powered voice solution

Zendesk acquires Local Measure – a company known for its cloud-based contact center platform, Engage. The platform is built on Amazon Connect and brings together voice and digital channels in a single solution. This means customer interactions across chat, messaging, and phone calls can be managed efficiently – all from one unified interface.
What is Engage? 

Engage is known for its seamless integration of generative artificial intelligence and its strong focus on AI-powered voice solutions. For customer service agents, this means:

  • Automatic conversation summaries

  • Real-time reply suggestions

  • Insight into customer needs and history

This not only enables faster and more accurate responses but also delivers a more personalized customer experience – across any channel.

What does the acquisition mean for Zendesk's strategy?

With this strategic acquisition, Zendesk aims to:

  • offer a unified customer service experience across voice and digital channels,

  • strengthen its AI-powered voice capabilities.

  • develop solutions tailored for larger, more complex enterprises,

  • deepen its collaboration with AWS through tighter Amazon Connect integration.

Zendesk and Local Measure already share a close partnership and many mutual customers. Now, they are joining forces – with a strong focus on availability, automation, and intelligent solutions.

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