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
LTM Collaborates with IBM and Red Hat on Lightwell to Advance AI-Driven Open-Source Software Remediation9.9.2026 15:30:00 EEST | Press release
LTM, the Business Creativity partner to the world's largest enterprises, today announced that it has collaborated with IBM and Red Hat on Lightwell to help enterprises safeguard the open-source software supply chain through AI-driven vulnerability remediation. As AI accelerates the discovery of software vulnerabilities, organizations must move beyond detection-focused approaches and adopt enterprise-scale remediation strategies that enable rapid risk mitigation without disrupting business-critical applications. Lightwell’s approach of delivering validated fixes for production environments aligns with LTM's aim of helping customers build secure, resilient, and operationally efficient software supply chains. By combining AI-powered remediation capabilities with enterprise-grade validation and deployment support, Lightwell aims to help organizations address security challenges across increasingly complex open-source ecosystems. Building on its long-standing status as an IBM Platinum Partn
New England Journal of Medicine Publishes Data from Phase 3 Studies Demonstrating Oveporexton (ORZEYFUL) Improved the Full Range of Narcolepsy Type 1 Symptoms and Quality of Life9.9.2026 15:24:00 EEST | Press release
Takeda (TSE:4502/NYSE:TAK) announced that the New England Journal of Medicine published results from two Phase 3 studies evaluating oveporexton (ORZEYFUL), an oral orexin receptor 2 (OX2R) agonist, in people with narcolepsy type 1 (NT1).1 Oveporexton is the first and only medicine to treat the underlying cause of NT1. "People living with narcolepsy type 1 face persistent symptoms across the day and night, which can impact many aspects of daily life,” said Emmanuel Mignot, M.D., Ph.D., principal investigator for the FirstLight (TAK-861-3001) Phase 3 study. “The newly published Phase 3 data reinforce the potential of oveporexton to transform how we approach narcolepsy type 1 in clinical practice, shifting from managing individual symptoms to treating the disease itself.” NT1 is a chronic, rare neurological disease driven by orexin deficiency. As a result, people experience a range of daytime and nighttime symptoms including excessive daytime sleepiness, cataplexy (sudden loss of muscle t
ZincFive Launches Next-Generation BMS, Setting a New Standard for Nickel-Zinc Battery Management9.9.2026 15:05:00 EEST | Press release
ZincFive®, the leader in nickel-zinc (NiZn) battery-based solutions for immediate power applications, today launched the ZincFive BMS, a next-generation battery management system purpose-built for its NiZn chemistry, designed and assembled in the U.S. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260909653032/en/ The ZincFive BMS ships standard with every ZincFive BC Series UPS Battery Cabinets, serving as the primary interface for data center operators, UPS OEM partners, and system integrators to monitor and manage ZincFive’s technology. Built on years of experience managing NiZn in real-world data center environments, ZincFive engineered the BMS around the unique characteristics of its NiZn chemistry, rather than adapting a platform designed for lithium-ion or lead-acid batteries. The result is a streamlined two-tier hardware architecture, consisting of the ZincFive Controller and ZincFive Tray Monitor, that delivers high
EIG Announces Final Close of Senior Infrastructure Debt Fund VI With $4.0 Billion Raised Across Its Direct Lending Platform9.9.2026 15:00:00 EEST | Press release
EIG, a leading institutional investor in the global energy and infrastructure sectors, today announced the final close of EIG Senior Infrastructure Debt Fund VI (“SIDF VI”) at $1.9 billion, nearly double the size of its predecessor fund. Together with $2.1 billion committed to single investor vehicles, this exceeds the strategy's original $3 billion target and reflects strong demand from investors seeking customized and evergreen exposure to senior infrastructure debt. Since launching in July 2024, SIDF VI has already committed approximately $1 billion across 16 investments, reflecting strong proprietary origination capabilities. SIDF VI seeks to make directly originated, senior secured debt investments across a broad range of sectors, including power generation, renewable energy, energy transition infrastructure, midstream and other critical infrastructure, with a primary focus on opportunities in the United States and Europe. The strategy draws on EIG's longstanding relationships wit
CoreTrust Expands International Presence, Extends Global Procurement Platform Across Europe9.9.2026 15:00:00 EEST | Press release
CoreTrust, a premier group purchasing organization (GPO) with more than 20 years of leveraging data-driven procurement intelligence and $7 billion in aggregated spend, today announced the expansion of CoreTrust Europe and its procurement platform to the United Kingdom and key European markets, including France, Germany, Ireland, the Netherlands, Sweden, and Switzerland. While members can enroll when headquartered in these seven markets, CoreTrust’s supplier partners deliver negotiated coverage that reaches members well beyond them. This strategic international expansion answers direct demand from CoreTrust’s private equity partners and multinational members to extend the company’s proven model into large, still-underserved European markets — the same demand-led path CoreTrust has followed for nearly two decades in the United States. CoreTrust Europe features nine trusted supplier partners across core indirect spend categories — including Dell, FedEx, and Lyreco, among others — enabling
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