Gupshup acquires OneDirect, the Leading Omnichannel Customer Service Platform for Global Businesses

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OneDirect, the omnichannel, AI-enabled customer service platform of choice for leading brands in India, Southeast Asia, and the Middle East, has been acquired by Gupshup, a global leader in conversational engagement. With a powerful and flexible live Agent Assist solution that can scale to thousands of agents with configurable workflows and integrations with existing CRM and helpdesk systems, the acquisition strengthens Gupshup’s suite of conversational solutions and enables superior omnichannel conversational engagement. The live Agent Assist solution integrates with chatbot automation solutions to deliver the best customer experience on-demand, 24/7, in the channel and language of the customer’s choice.

“Customer support is being transformed with conversational experiences that deliver instant, personalized experiences using both automated and manual solutions across a range of messaging channels. Businesses are using these solutions at scale to dramatically increase customer delight and reduce support cost. OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family,” said Beerud Sheth, Co-founder and CEO, Gupshup.

Using a simple and unified Agent Dashboard interface, businesses can manage all customer conversations across multiple channels – SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email, and more. Businesses can use Gupshup’s no-code and low-code chatbot automation tools to automatically deflect incoming tickets and common customer issues, freeing up agents’ time to handle more complex support queries, convert prospects through consultative sales, and drive commerce through personalised upsell and cross-sell.

“We are excited to join the Gupshup family and look forward to building more efficient and personalized conversational experiences. Gupshup’s advanced AI capabilities combined with Onedirect’s robust customer service and engagement platform will provide businesses the ability to reinvent customer experience”,said Vishrut Chalsani, Co-founder and CEO, OneDirect.

OneDirect’s platform enables agents to access a full 360-degree view of a customer’s profile, past interactions, and data stitched across existing CRM and Ticketing systems using OneDirect’s platform. The platform also includes a feedback module for timely and rapid customer experience management, as well as active listening and monitoring across social media.

OneDirect’s key investors include Sequoia Capital, American Express and ru-Net. “Gupshup’s proven expertise and market leadership in the CPaaS space and OneDirect’s truly omnichannel customer service platform is a winning combo for businesses looking to redefine digital customer experience (CX). This will help both companies unlock new growth opportunities and further scale their enterprise CX offerings,” said Bharat Singh, Operating Partner, Sequoia Capital.

For leading brands in BFSI, Retail, Consumer Electronics, Travel, and Hospitality, OneDirect has processed over 1 billion customer interactions in ten different languages. OneDirect customers have reported an average increase of 40% in customer satisfaction and a 25% reduction in operational expenditures. Canara Bank, Tata Capital, SBI Card, PayTM, Whirlpool, IFB, Acer, ASUS, Vistara, Indigo, OYO, McDonald’s, KFC, PizzaHut, Tata Sky, Dabur, Puma, Tata CLiQ, and Flyin are among OneDirect’s notable customers.


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