Narayan AmmachchiEnterprise software provider Zendesk is ramping up operations in key Latin American markets to tap into the surging demand for AI solutions in contact centers.
Senior Vice President Eduardo Lugo told BNamericas that the company will initially strengthen its presence in Brazil and Mexico — its largest regional markets. “We continue to grow strongly in Latin America, at around 38–40% year-on-year, mainly in Brazil, which accounts for 60% of the region,” Lugo said.
Zendesk currently employs about 450 people across Latin America and is recruiting tech professionals and pre-sales executives. According to the company’s website, Brazil, Mexico, Chile, and Colombia are seeing significant uptake of AI tools to enhance customer experience.
The expansion aligns with Zendesk’s global growth strategy, aimed at boosting annual revenue beyond $3 billion by 2025. Founded in Denmark and now headquartered in the United States, Zendesk entered the Latin American market in 2009, launching a delivery center in Brazil with a focus on cloud-based customer service software.
Its first Brazilian client was NetMovies, later joined by major brands such as Cacau Show, Bio Ritmo Academia, Elo7, and Buscapé. By mid-2013, Zendesk had over 800 clients in Brazil; today, it serves approximately 2,500 clients across the region.
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