Zendesk Enhances AI-Enhanced Voice Capabilities Through Acquisition of Local Measure
Zendesk, a leading customer service software company, has announced its acquisition of Local Measure, a CCaaS and advanced voice solutions provider. This move is part of Zendesk's broader strategy to expand into larger and more complex service environments.
Local Measure's technology, designed for high-volume service environments, includes AI-powered automation, sophisticated call routing, and real-time service insights. The acquisition is expected to provide Zendesk users with faster deployment, lower complexity, and cloud-native innovation, thereby enhancing Zendesk's AI-powered voice capabilities.
The acquisition will deepen Zendesk's integration with Amazon Connect, Amazon Web Services' cloud contact center solution. Local Measure's existing integration with Amazon Connect will be leveraged in the acquisition, further strengthening Zendesk's partnership with AWS.
AWS, focused on helping customers solve complex challenges at scale, with Amazon Connect being a critical part of this, has expressed excitement about the collaboration with Zendesk and Local Measure. Colleen Aubrey, senior vice president of AWS, stated that this collaboration will make Zendesk a fresh alternative to legacy Contact Center providers.
Jonathan Barouch, CEO and Founder of Local Measure, stated that the acquisition will streamline operations for Zendesk users. He also expressed his confidence that the integration of Local Measure's capabilities will improve customer service efficiency.
Zendesk's CEO, Tom Eggemeier, stated that the acquisition will fast-track the delivery of a fully integrated, AI-powered voice solution. He believes that this will unlock new opportunities for organizations to improve customer experience and operate more efficiently.
The closing of the acquisition remains subject to customary conditions, including shareholder approval from Local Measure, regulatory approvals, and approval from the Australian Court. The acquisition is set to proceed under a scheme of arrangement under Australian law and is expected to close in May 2025.
This strategic move by Zendesk is expected to make significant strides in the customer service industry, offering a more efficient and AI-powered solution for businesses worldwide.
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