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.

Talk to us about Zendesk