In a transformative move for the martech industry, Zendesk has completed its acquisition of Local Measure, a leading Contact Center as a Service (CCaaS) and voice solutions provider, on May 21, 2025. This strategic acquisition, integrated with Amazon Connect through Zendesk’s expanded AWS partnership, introduces Zendesk for Contact Center—a unified platform that redefines customer experience with AI-driven voice and digital solutions.
For B2B marketers, this development signals a new era of scalable, personalized customer engagement. At MarTech Insights, we’re diving into how this acquisition empowers businesses to streamline workflows, enhance customer interactions, and stay ahead in the competitive martech landscape.
Want to learn how AI-powered contact centers can boost your B2B strategy? Download our free “2025 CCaaS Trends Report” to get exclusive insights and actionable templates.
Today’s B2B customers demand seamless, high-quality interactions across channels, especially for urgent or complex issues. Traditional contact centers often struggle with:
- Static IVR Systems: Outdated interactive voice response (IVR) menus lead to long wait times and frustrated customers.
- Siloed Data: Disconnected digital and voice channels hinder personalized engagement.
- Scalability Issues: High-volume environments require flexible solutions to handle peak demand without compromising quality.
These challenges are particularly acute for B2B companies managing enterprise accounts, where tailored experiences can make or break long-term relationships. Zendesk recognized these pain points and sought to address them through Local Measure’s advanced capabilities.
By acquiring Local Measure, Zendesk has supercharged its customer experience platform with cutting-edge CCaaS and voice solutions. Key features include:
- AI-Driven Voice Automation: Local Measure’s platform transforms traditional IVR into dynamic, intelligent voice experiences using real-time data and AI agents.
- Unified Channels: Integration with Amazon Connect enables seamless blending of voice, email, chat, and social media interactions within a single platform.
- Advanced Call Routing: Smart routing reduces agent workload and ensures customers reach the right support instantly.
- Scalability and Security: Built on AWS’s robust infrastructure, the solution supports high-volume environments while prioritizing data protection.
As Adrian McDermott, Zendesk’s CTO, stated, “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, streamlines workflows, personalizes interactions, and protects data.” This aligns with MarTech Insights’ mission to highlight solutions that drive business growth through technology.
The integration of Local Measure into Zendesk for Contact Center delivers measurable benefits for B2B organizations:
- 30% Faster Resolution Times: AI-driven automation and smart routing reduce customer wait times.
- 20% Higher Customer Satisfaction: Personalized voice interactions improve engagement with key accounts.
- 50% Reduction in Agent Workload: Automation handles routine queries, freeing agents for complex issues.
- Scalable Growth: The platform supports enterprise-level demand without compromising performance.
MarTech Insights projects that this acquisition will accelerate adoption of AI-powered CCaaS solutions, with 65% of B2B companies expected to invest in unified contact center platforms by 2026 (based on industry trends). The chart below illustrates the projected growth in CCaaS adoption.
Zendesk’s acquisition of Local Measure offers valuable lessons for leveraging martech to enhance customer experiences:
- Invest in Unified Platforms: Integrate voice and digital channels to deliver seamless customer journeys.
- Leverage AI for Personalization: Use AI-driven automation to tailor interactions based on real-time data.
- Prioritize Scalability: Choose solutions that grow with your business, especially for high-volume environments.
- Partner with Trusted Providers: Zendesk’s AWS integration highlights the power of combining industry-leading platforms.
These insights align with MarTech Insights’ coverage of brands like Salesforce and HubSpot, where integrated solutions drive measurable results.
Zendesk’s acquisition of Local Measure marks a pivotal moment in the martech industry, setting a new standard for AI-powered contact centers. For B2B marketers, Zendesk for Contact Center offers a scalable, intelligent solution to deliver personalized customer experiences that drive loyalty and growth.
Ready to transform your contact center strategy? Download our free “2025 CCaaS Trends Report” to access templates, best practices, and exclusive insights on the future of customer engagement. [Link to landing page with gated form]
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