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
Andersen Consulting Bolsters Cybersecurity Offering Through Collaboration with Trillium Information Security Systems18.3.2026 15:30:00 EET | Press release
Andersen Consulting strengthens its technology and risk management capabilities through a Collaboration Agreement with Trillium Information Security Systems (TISS), a cybersecurity firm. With a presence in Canada and Pakistan, TISS delivers comprehensive cybersecurity solutions to organizations across the financial services, telecommunications, and public sectors. The firm’s team offers a broad suite of services, including security assessments, managed security operations, red team services, digital forensics & incident response, and GRC advisory. With nearly two decades of experience, TISS provides adaptive, intelligence-driven defenses that help clients anticipate and respond to evolving cyber threats. “At TISS, we work to create a safer digital environment by empowering organizations to operate securely and with confidence,” said Mahir Mohsin Sheikh, CEO of TISS. “Our collaboration with Andersen Consulting allows us to combine our deep technical expertise with a global consulting fr
I-Pulse Acquires CSI Technologies to Strengthen U.S. High-Energy Capacitor Manufacturing Capabilities18.3.2026 15:30:00 EET | Press release
Co-Founder, Chairman, and CEO, Robert Friedland, and Co-Founder and Chief Technology Officer, Laurent Frescaline, of I-Pulse, the world leader in high pulsed power technologies, are pleased to announce the acquisition of CSI Technologies, Inc., the California-based manufacturer of high-energy, high-voltage capacitors serving industrial, medical, and defense applications. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260318099794/en/ The strategic acquisition enhances I-Pulse’s pulsed power development and U.S. manufacturing capabilities, particularly in mining, geothermal energy, mineral exploration, and water resource applications. By integrating CSI Technologies’ proven capacitor design and production expertise, I-Pulse strengthens its access to a reliable supply chain and expands its ability to rapidly design, prototype, and manufacture compact, high-energy-density capacitors. Co-Founder, Chairman, and CEO of I-Pulse Rob
Elliptic Integrates With Tempo, the Payments-First Blockchain18.3.2026 15:15:00 EET | Press release
Elliptic, the leader in digital asset decisioning, today announced full blockchain coverage for Tempo, the payments-first Layer-1 blockchain incubated by Stripe and Paradigm. With this integration, compliance and investigation teams gain full visibility into one of the most significant expansions of real-world financial activity onto blockchain infrastructure. "We're excited to have Elliptic providing compliance infrastructure on Tempo from day one. As payments move onchain at scale, builders and their customers need real-time tools to meet regulatory requirements without slowing down." – Nischay Upadhyayula, GTM, Tempo Tempo is a Layer-1 blockchain designed for real-world payments at scale, with sub-second finality and high throughput. Incubated by Stripe and Paradigm, Tempo is built for the transaction volumes that global commerce demands. Elliptic’s blockchain analytics platform is purpose-built to analyse on-chain data at this scale. “Tempo’s payment-specific blockchain infrastruct
RecVue Completes Acquisition of AiVidens18.3.2026 15:04:00 EET | Press release
RecVue, the leader in AI-powered billing and revenue management platforms for complex enterprise monetization, today announced it has completed the acquisition of AiVidens. By acquiring the cash management and collections platform, RecVue will enable enterprises to move beyond simple revenue automation to unify contract governance, billing, collections, revenue compliance, revenue sharing, and liquidity management all within a single revenue operating system. “This acquisition furthers our strategy to close the structural gap between revenue and cash,” said Nishant Nair, Founder and CEO of RecVue. “CFOs today are accountable not only for revenue accuracy, but for liquidity performance and working capital efficiency. With AiVidens, we are extending RevOS to connect commercial activity directly to cash realization.” While tasked with these widening responsibilities, enterprise CFOs struggle with disparate systems and data. Contracts are governed in CRM, billing happens in ERP, collection
Blue Matter Launches People and Organization Practice to Help Biopharma Navigate Structural Shift18.3.2026 15:01:00 EET | Press release
Blue Matter today announced the launch of its People and Organization Practice, a dedicated capability designed to help life science companies build organizations that can perform through complexity - from enterprise transformation and M&A integration to talent strategy, learning, and workforce redesign. The launch reflects a central conviction: the biopharma industry is not experiencing a cyclical downturn but a structural shift. With more than 42,700 jobs cut across the sector in 2024–2025, unprecedented policy uncertainty, accelerating AI adoption, and intensifying portfolio pressure, organizations must transform all functions simultaneously, not sequentially, to remain competitive. A Proven Leader Across Transactions and Transformations Stacey Petrey brings more than 25 years of experience and a track record spanning more than 75 completed transactions. Stacey served as a Partner in PwC’s Deals practice where she focused on integrations, separations, value creation, and change mana
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