Gupshup acquires OneDirect, the Leading Omnichannel Customer Service Platform for Global Businesses
Gupshup, a global leader in conversational engagement, announced the acquisition of OneDirect, the omnichannel, AI-enabled, customer service platform of choice for leading brands in India, South East Asia and the Middle East. The acquisition strengthens Gupshup’s suite of conversational solutions and enables superior omnichannel conversational engagement with a powerful and flexible live Agent Assist solution that can scale to thousands of agents with configurable workflows, integrations with existing CRM & helpdesk systems. The live Agent Assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7, in customer’s choice of channel and language.
OneDirect’s platform enables businesses to manage all customer conversations across multiple channels - SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email and more - using a simple and unified Agent Dashboard interface. Businesses can leverage Gupshup’s no and low-code chatbot automation tools to deflect incoming tickets and frequent customer issues automatically, while freeing up time for agents to handle more complex support queries, convert prospects with consultative sales and drive commerce with personalized upsell and cross-sell. Using OneDirect’s platform, agents are able to access a full 360 degree view of the customer profile, their past interactions and view data stitched across existing CRM and Ticketing systems. The platform also supports active listening and monitoring across social media and includes a feedback module for timely and rapid customer experience management.
OneDirect has processed over 1 billion customer interactions across 10 different languages for leading brands across BFSI, Retail, Consumer Electronics, Travel and Hospitality. OneDirect’s customers have reported an improvement of 40% in customer satisfaction and reduction of operational expenditures by 25%, on average. OneDirect’s notable customers have a strong overlap with those of Gupshup and include brands like Canara Bank, Tata Capital, SBI Card, Paytm, Whirlpool, IFB, Acer, ASUS, Vistara, Indigo, OYO, McDonald’s, KFC, Pizza Hut, Tata Sky, Dabur, Puma, Tata CLiQ and Flyin.
“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,” said Beerud Sheth, Co-founder and CEO, Gupshup. “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.”
“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 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),” said Bharat Singh, Operating Partner, Sequoia Capital. “This will help both companies unlock new growth opportunities and further scale their enterprise CX offerings.”
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20220531005584/en/
Contact information
Media contact
Yadunandan K V
Gupshup Corporate Communications
yadunandan.kv@gupshup.io
About Business Wire
For more than 50 years, Business Wire has been the global leader in press release distribution and regulatory disclosure.
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
iFIT Expands Global Reach with Rollout of AI Coach in 19 Countries2.6.2025 16:00:00 EEST | Press release
iFIT Inc., a global leader in connected fitness and interactive content, today announced the expansion of its iFIT AI Coach (beta) across 19 countries: Australia, Austria, Belgium, Canada, Finland, France, Germany, Ireland, Italy, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, and the UK. This strategic expansion brings iFIT’s intelligent, personalized fitness technology to more athletes around the globe. AI Coach is iFIT’s most advanced digital training tool to date, leveraging proprietary technology and user data to deliver hyper-personalized fitness and wellness plans. The tool adapts dynamically to users' goals, schedules, and performance, offering real-time feedback and motivation across a wide range of fitness categories—from strength and cardio to recovery and mindfulness. “Expanding iFIT AI Coach beyond the U.S. reflects our mission to make intelligent, interactive fitness more accessible around the globe,” said Bart Mueller, Chief I
12BET Makes the Shortlist at the 2025 EGR Marketing & Innovation Awards2.6.2025 15:16:00 EEST | Press release
12BET, a pioneering name in the igaming world since 2007, is honored to be shortlisted in two categories at the 2025 EGR Marketing & Innovation Awards: Sportsbook Marketing Campaign, and Marketing Team of the Year – B2C. This recognition highlights the brand’s ongoing dedication to creating meaningful and original experiences that resonate with sports audiences and digital communities. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250519535436/en/ The EGR Marketing & Innovation Awards are among the most respected accolades in the online gaming industry. Held annually, the awards celebrate creativity, strategic thinking, and innovation across the sector, attracting participation from many of the world’s leading companies. For 12BET, being named a finalist is a meaningful milestone that showcases the brand’s energy, originality, and deep-rooted passion for sports culture. 12BET’s approach to creativity is rooted in connection
Adtran expands Oscilloquartz atomic clock portfolio with lower-cost optical cesium solutions for wider market adoption2.6.2025 15:00:00 EEST | Press release
Adtran today launched the latest additions to its Oscilloquartz optical cesium portfolio, expanding access to precision timing across a wider range of network environments. The new OSA 3200 SP and OSA 3250 ePRC leverage advanced optical pumping technology, offering improved holdover, simplified maintenance and a typical lifetime of 10 years. Built on the same proven platform as Adtran’s high-end cesium models, the solutions enable telecom operators, data centers, power utilities and defense networks to modernize synchronization infrastructure while lowering operational complexity and cost. The new models also address industry demand for alternatives to legacy magnetic cesium clocks that are more difficult to manage over time. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250530192819/en/ Adtran’s OSA 3200 SP and OSA 3250 ePRC will bring lower-cost optical pumping cesium technology to new markets and applications. “We develo
Lenovo and Bellevue University Team Up to Offer Supply Chain and Logistics Education to Deliver “Smarter Technology for All”2.6.2025 14:00:00 EEST | Press release
Lenovo, the global technology powerhouse, recognized in the top 10 in the Gartner Supply Chain Top 25, and Bellevue University, one of the nation’s top online universities, are teaming up to develop the next generation of supply chain professionals. “We believe that bringing real-world Global Supply Chain experience and learning directly into an education curriculum is precisely the optimal way to upskill the workforce of the future,” said Ben Massie, Vice President, Global Supply Chain, Lenovo. “Teaming up with Bellevue allows us to attract the right talent using the right technology and deliver on our mission to make ‘smarter technology for all’ a reality.” As a preferred higher education institution tapped to team up with Lenovo to offer supply chain short-term learning, Bellevue will leverage the breadth and depth of Lenovo’s supply chain expertise across its diverse learner and corporate partner network. Massie continued, “With a network of over 30 manufacturing sites across nine
ImmunAbs Announces FDA Phase 2 IND Approval of IM-101, a Novel Complement C5 Inhibitor, for Treatment of Myasthenia Gravis2.6.2025 14:00:00 EEST | Press release
ImmunAbs Inc., a clinical-stage biotech specializing in developing antibody therapeutics, today announced that the U.S. Food and Drug Administration has cleared its Investigational New Drug (IND) application to initiate a Phase 2 clinical trial evaluating the safety and efficacy of IM-101, a novel complement C5 inhibitor, for the treatment of Myasthenia Gravis. The forthcoming multicenter, randomized, double-blind, placebo-controlled study will enroll up to 90 patients to evaluate the effectiveness and safety of monthly IM-101 dosing in relieving complement-induced symptoms in MG. “This IND approval is pivotal for us as it brings us one step closer to delivering a transformative therapy for patients with autoimmune disorders”, said Dr. Dongjo Kim, the CEO of ImmunAbs, “we believe IM-101 has the potential to deliver deeper therapeutic responses and more durable remissions in patients who have failed to achieve sustained remission with current approved treatment.” About Myasthenia Gravis
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom