Gupshup acquires OneDirect, the Leading Omnichannel Customer Service Platform for Global Businesses
2.6.2022 08:00:00 EEST | Business Wire | Press release
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
Doubtless Pet Care Launches to Provide Peace of Mind to Pet Parents and Help Their Pets Live Happier, Healthier Lives29.6.2026 11:15:00 EEST | Press release
Doubtless launches today with the goal of helping more pet parents across the world access quality care for the pets they love. The company brings together a leading global portfolio of pet insurance brands with a growing range of connected solutions designed to support pet parents at every stage of their pet’s life. With over 4,000 employees, Doubtless insures 6 million pets across 10 markets in North America, Europe and the United Kingdom. “Uncertainty about the financial commitments associated with having a pet should never keep families from experiencing the joy of a life with pets,” said Dirk Beeckman, CEO of Doubtless. “By harnessing the power of our international footprint, we are building on our leadership in pet insurance to create a global suite of solutions for pet parents, veterinarians and industry partners that makes pet care easier to access, navigate and manage. This will ultimately give pet parents better guidance, greater confidence and more control at every point in
Coolbrook Secures Business Finland Funding to Accelerate Electrification for the Global Steel Industry29.6.2026 11:00:00 EEST | Press release
Coolbrook, a transformational technology company dedicated to decarbonising heavy industry and industrial processes, has been awarded research and development funding by Business Finland to accelerate the decarbonisation of steel production. The grant supports Coolbrook’s participation in the FutSteel project, a core component of the Sustainable World through Steels ecosystem led by SSAB. Within the broader FutSteel project, Coolbrook’s project scope amounts to €5 million, of which €2.5 million is covered by grant funding awarded to Coolbrook. The funding will enable Coolbrook to further accelerate and develop its next-generation RotoDynamic Heater™ (RDH™) technology, specifically tailored for high-temperature steel industry applications. The project focuses on integrating RDH™ technology into critical stages of the steel production chain, including blast furnace processes, electrified reheating, hot-stove air pre-heating, hybrid-heating concepts, decarbonised Direct Reduced Iron (DRI)
Samsung Bioepis Announces Positive Preliminary Phase 1 and Phase 3 Data for SB27, a Proposed Biosimilar to Keytruda (Pembrolizumab)29.6.2026 10:19:00 EEST | Press release
Samsung Bioepis Co., Ltd. announced today that the Phase 1 and Phase 3 studies on SB27, a proposed biosimilar to Keytruda1 (pembrolizumab), have met their primary endpoints. “We are excited to announce preliminary results from the Phase 1 and Phase 3 studies for SB27, our pembrolizumab biosimilar candidate. These topline positive results reinforce our scientific expertise and leadership in biosimilar development,” said Donghoon Shin, Executive Vice President and Head of Clinical Sciences Division at Samsung Bioepis. “We are on track to complete both Phase 1 and Phase 3 studies within this year. Leveraging our robust quality management system, we remain committed to advancing our biosimilar portfolio to broaden access to life-saving biologic medicines for patients with unmet needs.” Pembrolizumab is a humanized monoclonal antibody that acts as an immune checkpoint inhibitor by targeting and blocking the programmed cell death protein 1 (PD-1) receptor on T cells. It is used to treat vari
IQM Named a Major Player in the IDC MarketScape: Worldwide Quantum Computing 2026 Vendor Assessment29.6.2026 10:00:00 EEST | Press release
IQM today announced it has been named a Major Player in the IDC MarketScape: Worldwide Quantum Computing 2026 Vendor Assessment. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260629748732/en/ IQM named a major player in the IDC MarketScape IQM believes this recognition comes as institutions worldwide move quantum computing out of shared cloud access and into infrastructure they own and operate themselves. IQM calls this Production Quantum: full-stack, open-architecture superconducting systems deployed on premises, inside customers' own data centers and HPC environments, where organizations own the hardware, build internal expertise, and run quantum processors alongside their existing classical infrastructure. According to the IDC MarketScape, "For institutions building long-term quantum programs, this means the workflows and intellectual property developed on IQM hardware remain portable." The report further advises: "Consi
Zambon Announces Positive CHMP Opinion for Hopledo® (IPX203) for Adults with Parkinson’s Disease and Moderate to Severe Motor Fluctuations29.6.2026 10:00:00 EEST | Press release
Zambon today announced that the Committee for Medicinal Products for Human Use (CHMP) has adopted a positive opinion recommending the granting of a marketing authorization by the European Medicines Agency (EMA) for Hopledo® (modified-release levodopa/carbidopa) for the treatment of adult patients with Parkinson’s disease and moderate to severe motor fluctuations who have not been sufficiently stabilized with oral levodopa/DDC inhibitor-based treatment regimens. CHMP recommendation is based on data from the Phase 3 RISE-PD trial, which compared Hopledo® with immediate release levodopa/carbidopa (LD/CD) formulation in patients with Parkinson’s disease and moderate to severe motor fluctuations. In the study, Hopledo® demonstrated a significant increase in Good ON time over immediate release LD/CD with fewer daily doses and a comparable safety profile1. Hopledo® is a first-in-class, oral, modified-release formulation of LD/CD designed for the treatment of fluctuations of Parkinson’s diseas
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