Zendesk Doubles Down on Customer Service Automation with Local Measure Acquisition
Last updated on: May 28, 2025
Customer service automation has quietly become an integral part of today’s on-demand business world.
Customers expect fast, frictionless, and personalized support around the clock.
Zendesk has played a master stroke here. It has doubled down on customer service automation by acquiring Local Measure.
Service volumes have been ever-increasing. Companies would struggle to maintain the standard of services if they rely solely on manual processes.
Customer service automation has shifted from a competitive advantage to a critical business driver.
That’s precisely the reason Zendesk, an Agentic AI-powered customer service pioneer, has bought Local Measure.
Local Measure is a top cloud contact center (CCaaS) and voice solutions provider. The move is not just an expansion; it’s a courageous step toward automating the future of customer experience, particularly in large, high-volume settings.
A Strategic Move: Uniting Voice and AI
It is not just about adding another tool to its suite for Zendesk. It’s more about delivering truly AI-powered customer service automation across channels.
This acquisition deepened Zendesk platform capabilities to include one of the most complex: voice.
Voice remains essential. When customers face issues, they want to talk to a human. Legacy voice systems like static IVR menus have long been a pain point, slowing down service and frustrating users.
Zendesk identified this as an opportunity. Local Measure’s CCaaS technology was the perfect solution.
Their solution, ‘Engage for Amazon Connect’, works natively with AWS’s cloud-based AI-infused contact center platform. Now rebranded as ‘Zendesk for Contact Center’, this new solution unifies voice and digital in one smart platform.
Zendesk CTO, Adrian McDermott, said, “By combining Zendesk’s AI-powered platform with Local Measure’s advanced voice capabilities, we offer a scalable solution that adapts to our customers’ needs.”
Zendesk for Contact Center: Revolutionizing Customer Service Automation
Businesses prefer fully modernized customer service to standalone tools. A single platform that’s designed to support scale, sophistication, and the changing needs of customer expectations.
That’s where Zendesk for Contact Center comes in. Bringing together Local Measure’s innovative voice technology with Zendesk’s AI-driven platform, it provides a next-generation customer service automation solution. The key highlights are:
- Smart – Not only quick but clever enough to forecast needs
- Customized – Personalized conversations, not generic scripts
- Scalable and Safe – Designed for enterprise-grade needs with secure data protection
What Zendesk for Contact Center Offers
Zendesk’s AI-driven voice is transforming the way businesses approach customer experience. Here’s why:
- Automates routine tasks with voice and digital AI agents.
- Empowers intelligent call routing with real-time customer data.
- Delivers personalized, AI-driven voice experiences.
- Secures sensitive data with enterprise-class security controls.
- Scales elegantly to manage high-volume, enterprise-class environments.
This automation is intelligence-based. It is the process where AI routes the calls based on the customer’s history, identifies intent in real time, and proactively offers solutions before a human agent is engaged on the call.
What Local Measure Offers
Local Measure is a Sydney-based company that offers an intelligent contact center platform to world-leading brands.
It specializes in connecting customer touchpoints across social, messaging, and voice.
Their central innovation is taking static IVR systems and turning them into smart, AI-powered conversations.
Here’s what makes Local Measure unique:
- AI-powered voice automation that adapts and learns
- Real-time data for personalized interaction
- Inbound and outbound voice support from Amazon Connect
- Proactive servicing with dynamic IVR menus
Their platform doesn’t merely answer calls. It understands customer needs, routes them smartly, and takes the workload off human agents.
That’s a big plus for any business with large call volumes—particularly in sectors such as healthcare, finance, retail, or travel.
Rather than keeping agents tied up asking the same questions over and over, the system takes care of the fundamentals and escalates only when absolutely necessary.
For Zendesk, Local Measure is not simply a feature enhancement, it’s a new strategic foundation.
Raising the Future of Customer Service Automation
What makes this acquisition so strong is the timing. Customer service automation in 2025 is not merely about efficiency—it’s about survival. Customers demand instant, bespoke responses, and companies can’t possibly build human teams quickly enough to meet the demand.
Zendesk, already solid in digital messaging, AI bots, and agent assist capabilities, now fills a key gap: voice.
- With Zendesk for Contact Center, the company provides:
- End-to-end automation of voice and messaging
- Unified agent workspaces to see customers 360°
- Smart IVR evolution with AI-driven conversation guidance
- Flexible deployment, hosted on AWS with enterprise-class infrastructure
For customers, the effect is instant. No more reading back information across channels. No more listening to antiquated IVR menus. Just quick, natural service—automated where it should be, and human where it counts the most.
For businesses what it means is: it equates to improved ROI. Reduced expenses. And improved CSAT scores.
Conclusion: Automation Isn’t the Future, It’s the Now
Zendesk’s acquisition of Local Measure is more than just a tech deal. It’s a step forward in customer service. Customer service automation is entering a new era, where voice and digital work in harmony, powered by AI.
Voice automation with AI is a game-changer. Zendesk Contact Center provides businesses with the competitive advantage necessary in today’s automation economy, and service-first economy.
For B2B businesses, it’s more than just a support system. Intelligent automation has a fundamental role in lead qualification, routing high-intent requests, and providing personalized buyer experiences at scale all necessary to speed up deal cycles.
If you’re ready to turn customer interactions into a qualified pipeline, talk to us at Intent Amplify®. We are a trusted B2B lead generation partner helping enterprise and high-growth companies drive results through smarter engagement and AI-powered strategies.
FAQs
Q1: What is customer service automation?
Customer service automation uses tools like AI, bots, and automated workflows to handle support tasks. This includes things like chatbots answering common questions, voice systems routing calls, and AI agents summarizing conversations in real-time.
Q2: Who is Local Measure?
Local Measure is an Australian CCaaS company that offers advanced voice solutions built on AWS. They help companies personalize and automate customer interactions through AI-driven voice and contact center tools.
Q3: What is “Zendesk for Contact Center”?
It’s a unified platform combining Zendesk’s digital support tools with Local Measure’s voice automation and Amazon Connect integration. It brings digital and voice channels together into one smart workspace.
Q4: How does the acquisition benefit Zendesk customers?
Zendesk customers now get a more complete solution that includes intelligent voice support, enhanced routing, and automation across all channels—without needing to manage multiple platforms.
Q5: Is voice still relevant in 2025 with all the focus on chat and messaging?
Absolutely. Voice is still preferred for urgent, complex, or sensitive issues. What’s changed is how voice is managed—AI now plays a big role in making it faster, more accurate, and more customer-friendly.
Want to bring Zendesk’s AI-powered customer service to your business?
At Intent Amplify®, we can help you unlock the full potential of Zendesk for Contact Center—from smart voice automation to AI-driven support workflows. Whether you’re scaling your service ops or looking to automate customer engagement, we’ll get Zendesk working for you.
