Ever Found Yourself on Hold for a Doctor? You’ll Want to Read This
We’ve all been there, stuck on hold, navigating robotic menus, and repeating our name three times just to ask a basic question about an appointment. Now, imagine this instead: AI-driven voice tools instantly greet you by name, understand why you’re calling, and route you to the right person or even answer your question right away. It feels personal, quick, and seamless.
Thanks to a powerful new partnership between Zendesk and Local Measure, that reality is closer than ever for healthcare providers and patients. This collaboration is reshaping how healthcare organizations manage voice communication, making it smarter, more responsive, and deeply human.
Local Measure is a global customer experience business with expertise in AI-driven contact center solutions. Established in 2014 and based in Sydney, Australia, the business created Engage, a cloud-delivered platform founded on Amazon Connect, which combines voice, email, and digital messaging within one interface.
Elevate Customer Engagement with Zendesk and Local Measure
In April 2025, Zendesk, a global leader in customer experience software, announced a strategic partnership with Local Measure, a communications platform focused on real-time customer engagement.
This collaboration highlights the integration of Local Measure’s Amazon Connect-based contact center solution, LM Connect, directly into Zendesk. This creates a unified workspace where healthcare staff can manage voice, email, and chat interactions all in one place, effortlessly.
“We’re excited to deepen our collaboration with Local Measure to deliver a truly integrated voice and digital engagement solution,” said Adrian McDermott, CTO of Zendesk.
This integration isn’t just tech synergy, it’s an operational upgrade for patient communication in clinics, hospitals, and health systems across the U.S.
Why This Is a Big Deal for Healthcare Providers
Patient communication isn’t just about logistics, it’s about trust. And in healthcare, every second and every word counts.
Here’s why this matters:
- 70% of patients say a negative interaction with staff impacts their trust in a provider.
- 33% of patients say they would consider switching providers after one frustrating experience.
By streamlining voice interactions and offering real-time context, Zendesk and Local Measure are helping healthcare providers reduce friction and boost satisfaction.
What It Looks Like in Action: One Call, Many Insights
Let’s break it down with a real-life example:
A patient calls their primary care provider. The AI-driven voice tool greets them, pulls up their history, and asks how it can help. The system understands the inquiry, say, a prescription renewal, and handles it instantly or routes it to the right team.
Later, the patient emails a follow-up. The agent who responds already sees the full call log, so no information needs to be repeated. This unified view creates faster resolutions, more personalized interactions, and a better experience on both sides of the line.
Why AI-Driven Voice Tools Are Gaining Ground in Healthcare
The voice AI revolution is already making waves in healthcare, and the numbers are hard to ignore:
The global contact center AI market is expected to reach $6.5 billion by 2030, growing at a 23.1% CAGR. More than 70 million users worldwide are expected to engage with healthcare voice assistants by 2026.
These aren’t just bots, they’re intelligent assistants transforming care access, enabling smarter work, and driving real-time, contextual communication. These aren’t just bots answering phones, they’re intelligent assistants transforming access to care, enabling staff to work smarter, and creating real-time, contextual communication.
From Voice to Omnichannel: The Full Spectrum of Support
While voice is front and center in this partnership, the bigger story is omnichannel care.
Zendesk’s platform captures voice, email, chat, and even social media interactions in one smart, connected interface. So whether a patient reaches out via phone or follows up online, the healthcare team has a full picture of the journey.
According to Deloitte, 62% of patients expect their healthcare provider to offer seamless digital experiences across channels.
With Zendesk and Local Measure, that expectation becomes a reality.
What This Means for Healthtech Leaders and Providers
If you’re a Chief Information Officer (CIO), Chief Marketing Officer (CMO), or operations leader in a health system, here’s what this partnership brings to your table:
- Smarter workflows – fewer handoffs, less duplication
- Personalized interactions – thanks to real-time patient context
- Greater efficiency – faster call resolution without more staff
- Scalable systems – ready for multi-location operations
- HIPAA-aligned architecture – secure and compliant by design
It’s not just technology, it’s a strategy for patient-centered operations in 2025 and beyond.
“Voice AI is opening new doors in healthcare communication. Zendesk and Local Measure are building a future where conversations feel personal even when powered by machines.”
— Rachel Dunscombe, CEO, NHS Digital Academy
Beyond Efficiency: AI That Empowers Humans
This AI isn’t here to replace human empathy, it’s here to support it.
By automating repetitive tasks and streamlining workflows, healthcare professionals can spend more time where it matters most: building relationships, listening to patients, and delivering quality care.
The future of voice in healthcare is one where AI and people work hand-in-hand, and that’s exactly the future Zendesk and Local Measure are bringing to life.
Empowering Care Through Smart Talks
Zendesk and Local Measure are not only changing the way healthcare professionals handle calls nearly simultaneously, they are rewriting the definition of patient connection. By tapping into AI-powered voice technology, healthcare organizations are able to provide communication that is effortless, human-like, and unique.
Ultimately, this collaboration sets the stage for a future where technology supports caregivers to do what matters most: build trust, provide compassion, and improve health outcomes. As healthcare continues to transform, smart conversations, in turn, will be at the center of the patient experience, opening doors to better care for all.
Zendesk and Local Measure together illuminate the path toward a healthcare system where every voice is heard.
FAQs
1. How is AI transforming voice communication in healthcare?
AI is revolutionizing healthcare voice communication by automatically handling calls, understanding patient intent, routing them accurately, and delivering real-time insights to staff. This leads to faster resolutions, reduced wait times, and more personalized patient interactions, enhancing both efficiency and care quality.
2. What benefits does the Zendesk and Local Measure partnership bring to healthcare providers?
The partnership unifies the contact center experience by managing voice, chat, and email interactions on one platform. Consequently, healthcare providers benefit from reduced operational friction, improved patient satisfaction, faster issue resolution, and a scalable solution aligned with HIPAA compliance standards.
3. Why are omnichannel solutions critical for healthcare communication in 2025?
In 2025, patients expect seamless communication across voice, chat, and email. Omnichannel platforms like Zendesk, integrated with Local Measure, ensure consistent experiences across channels, giving providers a full view of the patient journey while improving coordination and satisfaction.
4. Are AI voice tools in healthcare secure and compliant with regulations like HIPAA?
Yes. Modern AI voice tools, including those from Zendesk and Local Measure, are designed with HIPAA compliance in mind. They use encryption, access controls, and cloud-based security protocols to protect patient data while enhancing operational workflows.
5. What’s the future outlook for AI voice technology in U.S. healthcare?
Analysts project rapid growth in the AI voice market in healthcare, with hospitals, clinics, and telehealth expected to increase adoption. Moreover, by 2030, the global contact center AI market may exceed $6.5 billion, driven by demand for patient-centric, efficient, and tech-enabled communication solutions.
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