Zendesk has signed an agreement to acquire Local Measure in a bid to expand its CCaaS capabilities.
"Voice is one of the most personal and powerful ways businesses connect with their customers and employees, and managing it at scale requires a solution that is both intelligent and adaptable,"
Tom Eggemeier, CEO of Zendesk, said.
Local Measure, a provider of CCaaS, voice solutions, and a long-time AWS partner, is noted for its call routing that leverages AI-powered automation to improve service quality.
Zendesk CCaaS Upgrades
This acquisition brings to Zendesk, a customer and employee experience giant, Local Measure's expertise in voice and CCaaS.
"Together, we can bring customers the best of both worlds - Zendesk's industry-leading AI-driven service solutions and Local Measure's deep expertise in voice technology and contact centers,"
Jonathan Barouch, CEO of Local Measure, said.
Although Zendesk offers CCaaS solutions, by partnering with Local Measure, the company aims to expand into larger, more complex service environments.
This is because Local Measure's CCaaS is a cloud-native platform designed to enhance customer service operations through AI-powered automation and omnichannel capabilities.
Built on Amazon Connect, it offers sophisticated call routing, AI-driven automation, and real-time insights to manage high-volume, complex service environments.
The solution integrates natively with messaging platforms like WhatsApp, Facebook, and SMS, enabling seamless omnichannel communication.
This acquisition, in addition to offering Zendesk these new CCaaS capabilities, stands to strengthen Zendesk's collaboration with AWS and therefore its AI-driven service solutions.
