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
Compass Pathways to Participate in 2026 Cantor Global Healthcare Conference on September 9, 20261.9.2026 13:30:00 EEST | Press release
Compass Pathways plc (Nasdaq: CMPS), a biotechnology company dedicated to unlocking urgently needed new treatment options in mental health care, announced today that management will attend the 2026 Cantor Global Healthcare Conference on September 9, 2026 and will participate in a fireside chat at 3:20pm ET and a panel entitled “PSYCH! Accessing The New Wave of Psychedelics” at 4:30pm ET. A live audio webcast of the fireside chat will be accessible from the “Events” page of the Investors section of the Compass website. A replay of the webcast will be accessible for 30 days following each event. About Compass Pathways We believe mental health patients deserve the possibility of a better future. Compass Pathways plc (Nasdaq: CMPS) is a biotechnology company dedicated to unlocking urgently needed new treatment options in mental health care. Our initial focus is developing COMP360 psilocybin, a proprietary, investigational, synthetic psilocybin treatment under evaluation for treatment-resis
ChargePoint Accelerates European Growth Strategy with Appointment of John Saffrett as EVP and Managing Director, Europe1.9.2026 12:00:00 EEST | Press release
ChargePoint (NYSE: CHPT), a global leader in intelligent electrification and e-mobility, today announced the appointment of John Saffrett as Executive Vice President and Managing Director, Europe. In this role, Saffrett will be responsible for driving ChargePoint's growth strategy across European markets, overseeing sales, customer relationships, partnerships, and market expansion across the continent. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260901888806/en/ ChargePoint's EVP and Managing Director John Saffrett He has served as a member of the company’s Advisory Council since March 2026 and is a seasoned global mobility executive with more than 25 years of leadership experience across the automotive, fleet management, and financial services industries. As ChargePoint’s new EVP and MD, Europe, he will report directly to CEO Rick Wilmer. “Europe is at the center of our growth ambitions, and John is the ideal leader to a
EMVCo Requests Feedback on Framework for Secure, Interoperable and Scalable Card-Based Agentic Payments1.9.2026 12:00:00 EEST | Press release
EMVCo – the technical body that creates and manages EMV® Specifications and programmes – has released a draft framework to help promote secure, interoperable and scalable card-based agentic payments. The framework provides a foundation for further industry engagement and potential specification development, with all interested stakeholders encouraged to provide their feedback on EMV® Agentic Payments – Framework for Specificationsby Wednesday 30 September. A key focus across the agentic commerce ecosystem is how to establish intent and determine that a consumer delegated authority to an AI agent to make a purchase on their behalf. Following industry input, EMVCo has focused on card-based agentic payment scenarios where intent needs to be managed over time, such as recurring purchases, cumulative budgets and post-transaction activities. These scenarios may require access to a shared intent ‘state’ that persists across multiple participants and their interactions. EMVCo has identified an
Club Vita Launches German VitaCurves Model as Pension Risk Transfer Market Gathers Momentum1.9.2026 11:00:00 EEST | Press release
Club Vita, an international leader in longevity data analytics, has launched a German calibration of its popular address-based longevity model, VitaCurves, further expanding its international footprint and supporting the growing pension risk transfer (PRT) market in Germany. The launch marks another milestone in Club Vita's international expansion and extends its suite of address-based mortality models, which already provides mortality insights in the UK, United States, Canada and the Netherlands. The German VitaCurvesDEU model is already being used by a leading insurer, helping to provide a more granular understanding of longevity risk across pension and insurance portfolios. VitaCurves uses granular location-based and socio-economic data to identify differences in mortality patterns between sub-populations, enabling insurers, pension funds and other stakeholders to develop more accurate longevity assumptions and risk assessments. It also offers a convenient way of anonymizing pension
JEOL: Launch of the New Benchtop Scanning Electron Microscope “JCM-7000Plus NeoScope™”1.9.2026 10:30:00 EEST | Press release
JEOL Ltd. (President & CEO: Izumi Oi) has developed the benchtop scanning electron microscope (SEM) “JCM-7000Plus” and will begin sales on September 1, 2026. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260825564112/en/ JCM-7000Plus NeoScope™ [Development Background] Benchtop scanning electron microscopes are increasingly used in fields including electrical and electronics, automotive and machinery, steel and metals, chemical and pharmaceuticals. They are utilized not only in research and development but also in manufacturing-related applications, such as quality control and product inspection. In addition, they are adopted in educational settings at middle and high schools as well as universities. Given these diverse applications, there is growing demand for improved operational efficiency, simpler and more automated operation, and enhanced observation, analysis, and measurement performance. To meet these needs, we have e
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