Zendesk acquires Local Measure
Today, Zendesk announced its intent to acquire Local Measure. While the announcement did not disclose the price, several sources have since indicated that the deal values the company at $100M.
Founded in 2014 in Australia, Local Measure has been a key AWS partner, specializing in Amazon Connect.
In 2021, it launched Engage, an omnichannel agent desktop for Amazon Connect, and has since expanded its portfolio with add-ons that enhance AWS’s contact center platform. Leveraging its software assets and deployment expertise, Local Measure has evolved Engage into a comprehensive, out-of-the-box Contact Center as a Service (CCaaS) solution built on Amazon Connect and positioned itself as a standout in the ecosystem.
The company’s recognition as AWS Marketplace Partner of the Year for the Asia Pacific region in both 2023 and 2024 underscores its impact.
Zendesk is known for its continued focus on taking complexity out of customer service.
This led the company to create a tightly integrated suite and introduce voice support in 2015 with its Advanced Voice solution, later rebranded as Zendesk Talk. To address more complex customer needs, Zendesk integrated with multiple CCaaS platforms and, in 2019, inked a strategic alliance with Amazon Connect as its preferred contact center voice solution for Zendesk Talk Partner Edition. Over time, however, Zendesk Talk took a back seat.
When Tom Eggemeier became CEO in late 2022, he sharpened the company's positioning, anchoring it in the CX space as a provider of a complete service solution.
In May 2023, the company unveiled its intelligent CX vision, placing both AI and omnichannel interaction management at its core. This strategic shift included the introduction of Zendesk AI — a CX-specific intelligence layer — while its voice capabilities were quietly rebranded as Zendesk Voice.
Since then, the company has made a series of acquisitions and partnerships to complete its CX coverage:
• It added AI-based workforce engagement capabilities with the acquisition of Tymeshift (workforce management) and Klaus (quality management).
• It acquired Ultimate, an AI-powered customer support automation provider.
• It announced a partnership with PolyAI for Voice AI agents.
With the acquisition of Local Measure, Zendesk is reaffirming its strategic focus on voice and positioning itself as a CCaaS provider catering to the needs of large and complex service environments.