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
Japan's Cross-Border E-Commerce "WAFUU.COM" Unveils Official Mascot Character "Mochi"22.7.2026 11:00:00 EEST | Press release
QRESTIA Inc. (Headquarters: Shibuya, Tokyo; President & CEO: Hidemasa Fukada) is pleased to announce that WAFUU.COM, its cross-border e-commerce site, has unveiled its new official mascot character, Mochi. Mochi will represent WAFUU.COM's warmth and friendliness across its website, social media, campaigns, package inserts, and other creative materials, connecting with fans everywhere. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721435469/en/ Mochi, WAFUU.COM's new official mascot character, embodies "A tiny happiness from Japan." (Photo: WAFUU.COM) The debut video is now live on Mochi's official website: https://mochi.wafuu.com/ 1. About Mochi Mochi was born to embody the simple joy of choosing Japanese products. Its soft, rounded silhouette, gentle expression, and distinctive, endearing details are designed to feel welcoming to first-time visitors and longtime fans of Japanese culture alike — a character people will w
New NEURA Gym with RWTH Aachen: NEURA Robotics Expands its Global Training Network for Physical AI22.7.2026 10:10:00 EEST | Press release
NEURA Robotics ("NEURA"), the pioneer in cognitive robotics and creator of the Neuraverse, today announces a new partnership with RWTH Aachen University for the establishment of NEURA Gym RWTH Aachen. This continues the global rollout of NEURA Gyms, a worldwide network of purpose-built Physical AI training facilities that address the most significant barrier to intelligent robotics: the scarcity of real-world training data. The global rollout is backed by NEURA's Series C financing of up to $1.4 billion, the largest ever raised by a full-stack robotics company. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721136838/en/ New NEURA Gym with RWTH Aachen: NEURA Robotics Expands its Global Training Network for Physical AI While ten NEURA Gyms are currently under development, five locations across Europe, the United States and China will be operational by end of 2026. The network is anchored by the two European flagship Univer
Specright Launches Automated PPWR Declaration of Conformity Reporting22.7.2026 07:00:00 EEST | Press release
Specright™, the leader in AI-powered Specification Data Management™ (SDM) and modern Product Lifecycle Management (PLM), today announced a new Declaration of Conformity (DoC) reporting capability that automates a core requirement of the EU's Packaging and Packaging Waste Regulation (PPWR). This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260721689027/en/ Specright's new capability automates PPWR Declaration of Conformity reporting ahead of the EU's August 2026 deadline. Companies placing packaged goods on the EU market must produce a signed DoC starting August 12, 2026, covering PPWR Articles 5 through 12 — substance restrictions, recyclability, recycled content, minimization, reusability, and labeling. For most brands, that documentation is scattered across suppliers and spreadsheets, turning routine filings into monthslong searches. "This launch builds on our EMEA investments this past year — from the PPWR-ready packaging in
MediaCo Appoints Brian Fisher as President21.7.2026 23:15:00 EEST | Press release
MediaCo Holding Inc. (Nasdaq: MDIA) today announced executive leadership appointments that align the Company's leadership structure to support its long-term growth strategy. Effective immediately, Brian Fisher has been appointed President of MediaCo. Albert Rodriguez will continue to serve as Chief Executive Officer, focusing on the Company's long-term strategy, growth initiatives and shareholder value, while Fisher assumes responsibility for leading the Company's day-to-day operations and execution. The Company also announced that Roberto Castro has been appointed Interim Chief Financial Officer and Interim Treasurer, overseeing the Finance organization while a search is conducted for a permanent Chief Financial Officer. "MediaCo has built tremendous momentum, and these leadership appointments position us well for our next phase of growth," said Albert Rodriguez, Chief Executive Officer of MediaCo. "Brian is the right leader to serve as President, and Roberto's financial expertise wil
Footprint Expands Into PE-Free Cups, Bringing a Proven, Recyclable and Home-Compostable Alternative to Plastic-Lined Paper Cups Into Production21.7.2026 19:00:00 EEST | Press release
Footprint, a materials science and technology company focused on eliminating single-use plastics, today announced it has acquired a recyclable, home-compostable, polyethylene (PE)-free hot and cold cup platform from Transcend Packaging, along with next-generation paper lid and straw solutions. Transcend Packaging is a European company focused on innovation in sustainable packaging solutions. Together, the cup, lid, and straw expand Footprint’s portfolio with a proven solution for the global cup market. Footprint will begin scaling its new PE-free solution through its Poland facility as the company expands across Europe, with North America to follow. As operations ramp in Poland, Footprint will work with Transcend through a manufacturing partnership to support customer continuity across Europe and meet growing demand for practical alternatives to plastic-lined cups. Transcend will manufacture product from its Wales facility for Footprint customers, while continuing to serve customers in
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