ZEN News & Events

Weave (WEAV) announced the appointment of Adrian McDermott to its Board of Directors. He currently serves as Chief Technology Officer at Zendesk (ZEN), where he leads product management, engineering, and operations teams. "Adrian brings exceptional depth in scaling technology platforms and building products that solve real customer problems," said Stuart Harvey, Weave's Chairperson of the Board.

Telus Digital Experience announced a new strategic collaboration with Zendesk (ZEN). The relationship reflects Telus Digital's broader strategy of offering its clients a transformational fusion of people and technology, centered on the outcomes and use cases that matter most to enterprise and mid-market clients, such as voice, chat, messaging, and AI-powered support. As part of this collaboration, Zendesk will integrate Telus Digital's global CXM talent into its support solutions granting immediate access to a global network of 78,000 team members across 31 countries. In turn, Telus Digital will incorporate Zendesk's customer relationship management and call center as a service technologies in its suite of offerings. Telus Digital's enterprise-grade GenAI platform, Fuel iX, will be available to Zendesk customers to add seamlessly from the Zendesk marketplace, providing access to a combination of human expertise and AI technology.

Zendesk has signed a definitive agreement to acquire Local Measure, a provider of CCaaS and advanced voice solutions and a long-time AWS partner. The company said, "This acquisition accelerates Zendesk's expansion into larger, more complex service environments, enhances its AI voice capabilities, and strengthens its integration with Amazon Connect, AWS's enterprise-ready, AI-powered, cloud contact center solution that helps companies deliver superior customer service at a lower cost. Local Measure's technology is built for high-volume, complex service environments. It enables businesses to implement sophisticated call routing, leverage AI-powered automation, unify inbound service and outbound sales and marketing efforts, and provide real-time insights that improve service quality." The proposed acquisition is to be implemented via a scheme of arrangement under Australian law and its closing is subject to the satisfaction of customary conditions precedent in transactions of this type, including Local Measure's shareholder approval and necessary regulatory and Australian Court approvals. The transaction is currently expected to close in May 2025.

Smita Hashim, Chief Product Officer for Zoom (ZM), blogged in part earlier on Wednesday: "...We're excited to announce even more innovations that will make Zoom Workplace a true AI-first work platform... AI Companion 2.0 will be able to pull in information from interactions across Zoom Workplace and ... third-party information sources like Microsoft (MSFT) Outlook, Microsoft Office files, Gmail (GOOG,GOOGL), and Google Calendar to answer specific questions about your work, summarize your unread messages etc...AI Companion 2.0 will even be able to look up information on the web to help answer your questions in and out of meetings...Our custom AI Companion add-on, coming in 2025, will allow you to tailor AI Companion to your organization's needs... You'll be able to bring in additional third-party applications like Atlassian (TEAM), Jira & Confluence, Glean, Workday (WDAY), Zendesk (ZEN), ServiceNow (NOW), Box (SQ) , Asana (ASAN), Hubspot (HUBS), and more...AI Companion will be able to help you book a meeting room in Workspace Reservation by recommending options based on your prior reservations and the meeting participants in the office that day... AI Companion will be able to help you create content, generate surveys, and answer employee questions in Workvivo.Our AI-first solutions extend beyond your workday to improve the services you provide to your customers and prospects. We're excited to announce the following capabilities coming to Zoom Business Services in the coming months... "