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
TreeFrog Therapeutics Announces Changes to Executive Committee With the Arrival of Mark Rothera as Chief Executive Officer & Board Member to Spearhead Next Phase of Growth16.12.2025 10:05:00 EET | Press release
TreeFrog Therapeutics, a French biotech focused on bringing regenerative medicine to millions through their proprietary cell technology, C-Stem™ is delighted to announce the appointment of skilled biotech leader, Mark Rothera, as Chief Executive Officer and Board member. He succeeds Frédéric Desdouits, who is stepping down after five years in the role. In the new leadership configuration, co-founders Kévin Alessandri and Maxime Feyeux will transition from daily operations to focus on their roles on the Board. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20251215145193/en/ Mark Rothera, CEO TreeFrog Therapeutics Elsy Boglioli, Chair of the Board of TreeFrog Therapeutics, commented “On behalf of the Board, we are delighted to welcome Mark to TreeFrog. His 30+ years of biopharma leadership, including most recently, three biotech CEO roles in gene therapy and biologics, will be invaluable as we advance our Parkinson’s and liver
RoslinCT and Ayrmid Ltd. Announce Expansion of Strategic Partnership to Manufacture Omisirge ® (omidubicel-onlv) for Second FDA-Approved Indication in Severe Aplastic Anemia (SAA)16.12.2025 10:00:00 EET | Press release
Ayrmid Ltd., the parent company of Gamida Cell Inc., a pioneering cell therapy company transforming cells into powerful therapeutics, and RoslinCT, a global leader in cell and gene therapy contract development and manufacturing, today announced the expansion of their strategic partnership to include the execution of a commercial supply agreement to support production of Omisirge® (omidubicel-onlv). Following positive clinical trial results, Omisirge® has received FDA approval for a second indication, broadening its use in the treatment of hematology patients. Under the commercial supply agreement, RoslinCT will complete technology transfer and support commercial manufacturing of Omisirge® for this additional indication at its state-of-the-art cGMP cell therapy manufacturing facility in Hopkinton, MA. “We are excited to expand our collaboration with RoslinCT to add US manufacturing as Omisirge® moves into its next phase with the recent FDA approval for patients suffering from severe apl
Echoworx Secures FSQS-Netherlands Certification, Strengthening Trust in Financial Data Protection16.12.2025 08:00:00 EET | Press release
Echoworx, a global leader in email and data encryption, proudly announces it has achieved Financial Services Qualification System (FSQS) registered supplier status for the Netherlands. This certification powerfully demonstrates Echoworx’s commitment to the highest standards of security and compliance. This achievement expands on the company’s existing FSQS certification for the UK and Ireland, secured in 2020. By successfully completing the rigorous qualification for the Netherlands, Echoworx reinforces its alignment with the stringent demands of the European financial market. The FSQS system, managed by Hellios, provides a single, reliable standard for vetting third-party suppliers, streamlining procurement for major banks and financial institutions. Think of FSQS as a high-security passport for technology partners. It proves a supplier has undergone an exhaustive audit of its governance, security controls, and operational processes. For Dutch financial institutions, this qualificatio
Nippon Electric Glass to Start World’s First Mass Production of Low-Carbon Pharmaceutical Glass Tubing Using an All-Electric Furnace16.12.2025 04:00:00 EET | Press release
Nippon Electric Glass Co., Ltd. (NEG)(TOKYO:5214), a global leader in specialty glass headquartered in Otsu, Japan, announced it will begin the world’s first mass production of pharmaceutical-grade glass tubing using an all-electric melting furnace. Commercial production is scheduled to start in December 2025 at its subsidiary in Selangor, Malaysia. This breakthrough introduces a new manufacturing model for pharmaceutical packaging. By combining NEG’s proprietary all-electric melting technology with renewable energy, CO2 emissions from glass tubing production can be reduced by up to 90%*1 compared with conventional fossil-fuel combustion furnaces. This positions NEG as a major supplier capable of delivering both high-performance borosilicate glass and a significantly lower carbon footprint, directly addressing global sustainability demands from pharmaceutical companies and regulators. NEG is a leading global supplier of arsenic-free, environmentally friendly borosilicate glass tubing f
Esco Aster Signs Exosome Clinical cGMP Manufacturing Contract With Shine-On Biomedical For A Novel First-In-Class HLA-G Targeting Exosome Drug Delivery Platform16.12.2025 03:00:00 EET | Press release
Esco Aster, a vertically integrated cell and derivatives CRDMO based at JTC LaunchPad Singapore, announced CMC manufacturing support for Shine-On Biomedical’s HLA-G targeted exosome program. Shine-On Biomedical sponsored Esco Aster in 2023 for cGMP services, starting with high-yield exosome development using Esco Aster’s cell line platform. The technical reports of process, analytical, and formulation development, exosome drug loading, GMP engineering runs, and stability studies supported Shine-On’s IND submission. The IND was cleared by the U.S. FDA in Q1 2025. Furthermore, Esco Aster is providing technical services for exploratory exosome loading feasibility studies per Shine-On’s instruction. Shine-On Biomedical is an emerging innovator in exosome-based drug delivery. ShineOn’s proprietary product, SOB100, a HLA-G targeted exosome drug delivery carrier, has passed the U.S. FDA IND review and ongoing Phase I study, making it as a first-in-class–potential HLA-G targeted exosome platfo
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