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:
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Automatic conversation summaries
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Real-time reply suggestions
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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:
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offer a unified customer service experience across voice and digital channels,
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strengthen its AI-powered voice capabilities.
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develop solutions tailored for larger, more complex enterprises,
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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.