Zendesk and Local Measure: Elevating Voice CX with Agentic AI
Customer experience (CX) continues to evolve rapidly. As customer needs grow complex, businesses must respond with smarter, faster solutions. That’s why Zendesk acquisition of Local Measure marks a pivotal moment in customer service innovation.
On May 21, 2025, Zendesk announced the successful acquisition of Local Measure, a leading Contact Center as a Service (CCaaS) and advanced voice solutions provider. With this move, Zendesk strengthens its AI-powered CX platform, especially in voice and contact center capabilities.
Why This Matters to CX Leaders
Voice remains critical in CX. Despite the rise of digital channels, customers still prefer speaking to a human—especially during urgent issues. However, traditional voice systems often frustrate users. Long hold times, rigid IVR menus, and poor call routing lead to unhappy experiences.
Zendesk understands that. And now, with Local Measure’s integration, Zendesk addresses these pain points directly.
Seamless Integration with Amazon Connect
At the heart of this acquisition lies the powerful integration with Amazon Connect, AWS’s AI-driven contact center platform. This synergy creates Zendesk for Contact Center, a unified solution for digital and voice interactions.
Customers benefit from a single intelligent platform that handles inbound and outbound calls, chat, and other channels. As a result, businesses gain greater agility, security, and personalization across their service channels.
Smarter Voice with Agentic AI
Zendesk’s platform already leads in Agentic AI—AI that can act autonomously but ethically, with guidance from human input. When paired with Local Measure’s voice tech, the result is a next-level experience.
Now, businesses can:
- Dynamically route calls based on customer needs
- Reduce agent workload through intelligent automation
- Personalize interactions using real-time data
- Proactively engage customers with predictive service
This not only saves time but also enhances satisfaction.
Transforming IVR into Conversational CX
For decades, IVR systems have been static and frustrating. Customers get stuck in loops. They press buttons endlessly. And often, they never reach the right department.
That’s changing.
Local Measure’s technology turns IVR into a smart, conversational system. By applying AI-driven automation and real-time insights, Zendesk enables:
- Dynamic menus that change based on context
- AI agents that understand and act faster than ever
- Faster resolution through better call routing
This leads to better outcomes—for customers and agents alike.
Scalable and Secure for the Enterprise
Enterprises demand more from their contact center solutions. They need flexibility, scale, compliance, and most of all, reliability.
Zendesk delivers on all fronts. The platform is cloud-native, AWS-integrated, and built for growth. With Local Measure on board, Zendesk ensures businesses can:
- Scale quickly during high demand
- Maintain data security and regulatory compliance
- Build on an open, modular architecture
- Innovate with minimal disruption
So whether you’re a startup or a global enterprise, Zendesk meets your needs.
From Announcement to Completion: A Strategic Move
Zendesk first announced the intent to acquire Local Measure in February 2025. Since then, the two teams have worked closely to meet all conditions—regulatory, shareholder, and legal. With the deal now complete, integration is underway.
Zendesk is now focused on bringing Local Measure’s talent, tools, and voice innovation into its broader platform. The result will be faster innovation cycles, richer CX features, and even more value for customers around the world.
Adrian McDermott on the Future of Voice CX
“Voice remains a critical channel for businesses,” said Adrian McDermott, CTO of Zendesk. “Enterprises need intuitive and flexible voice solutions to deliver seamless, high-quality experiences at scale.”
He added, “By combining Zendesk’s AI-powered platform with Local Measure’s capabilities, we offer a scalable solution that adapts to our customers’ needs, streamlines workflows, and protects data.”
This commitment reflects Zendesk’s CX-first philosophy. Customers aren’t just served—they’re understood, anticipated, and supported every step of the way.
What This Means for Your Business
If you’re in retail, healthcare, travel, finance, or telecom, the Zendesk + Local Measure integration brings several clear advantages:
- Faster response times with fewer transfers
- Reduced agent burnout through AI support
- Improved NPS and CSAT scores
- Lower operating costs due to automation
- More loyal customers who feel heard and valued
As every touchpoint becomes more intelligent and contextual, your customers get the support they expect—without the friction they fear.
Looking Ahead
Zendesk isn’t just building a product. It’s shaping the future of service. This acquisition pushes the boundaries of what’s possible in voice, contact centers, and AI. But more importantly, it ensures businesses never lose the human touch, even in an AI-first world.
Final Thoughts
Great customer experience doesn’t happen by accident. It requires vision, investment, and execution. Zendesk’s acquisition of Local Measure brings all three together.
For businesses, the message is clear: voice is evolving. And Zendesk is leading the charge—so you can deliver smarter, faster, and more human experiences at every call.
About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, the Zendesk Resolution Platform brings together:
- AI agents
- A powerful knowledge graph
- Real-time actions and integrations
- Deep governance and analytics
- Human-centered expertise
It’s easy to use, quick to scale, and built to drive lasting customer relationships. Visit www.zendesk.com to learn more.
