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
SES Announces Extraordinary General Meeting of Shareholders15.5.2026 09:30:00 EEST | Press release
SES: Société Anonyme RCS Luxembourg B 81267 Notice is hereby given of the Extraordinary General Meeting of SES, Société Anonyme, to be held at the Company's registered office at Château de Betzdorf, L-6815 Betzdorf (the "Company"), Luxembourg, on Wednesday 17 June 2026 at 3:00 p.m. CET AGENDA Attendance list, quorum and adoption of the agenda Nomination of a secretary and of two scrutineers Cancellation of shares purchased in connection with the buy-back programme of 2 November 2023, as amended on 2 May 2024, in accordance therewith and pursuant thereto - Reduction of the share capital in accordance with article 450-5 of the law of 10 August 1915 on commercial companies, as amended, by forty-four million nine hundred ten thousand seven hundred eighty euro (EUR 44,910,780) through the cancellation of thirty-five million nine hundred and twenty-eight thousand six hundred and twenty-four (35,928,624) shares divided into (i) twenty-three million nine hundred and fifty-two thousand four hun
Experian Partners With ServiceNow to Scale Trusted Decisioning to Agentic AI15.5.2026 09:00:00 EEST | Press release
Experian, the global data and technology company, and ServiceNow (NYSE: NOW), the AI control tower for business reinvention, today unveil a new global multi-year partnership which harnesses the power of autonomous AI agents across platforms, helping businesses make faster and smarter decisions at scale. Through this partnership, autonomous AI agents can gain the ability to act faster, and more consistently, starting with employee onboarding, third-party risk management and model life cycle governance use cases. A major challenge for global organisations adopting agentic AI is achieving scale, with deployments often constrained by a lack of trusted data. In fact, industry research shows that data limitations are the primary barrier for eight in ten organisations. By connecting trusted intelligence directly into enterprise workflows, this partnership enables agentic AI to scale well beyond pilot deployments. With the Experian Ascend Platform natively connected to the ServiceNow AI Platfo
Meiji Seika Pharma: Positive Results from the Phase III Integral-1 Trial of Nacubactam, a Novel β-Lactamase Inhibitor, in Complicated Urinary Tract Infections or Acute Uncomplicated Pyelonephritis ― Published in The Lancet15.5.2026 04:00:00 EEST | Press release
Meiji Seika Pharma Co., Ltd. (headquartered in Tokyo; President and Representative Director: Toshiaki Nagasato) today announced that the results of the Integral-1 study, one of two global Phase III clinical trials evaluating the efficacy and safety of its novel β-lactamase inhibitor nacubactam (development code: OP0595), have been published in The Lancet. The article is entitled “---Efficacy and safety of cefepime–nacubactam and aztreonam–nacubactam compared with imipenem–cilastatin for complicated urinary tract infection or acute uncomplicated pyelonephritis (Integral-1): a double-blind, randomised phase 3 trial” (https://www.thelancet.com/journals/lancet/article/PIIS0140-6736(26)00596-9/fulltext) Integral-1 is a global, double-blind, randomized Phase III trial (jRCT2031230075) in patients with complicated urinary tract infection or acute uncomplicated pyelonephritis that compared the efficacy and safety of nacubactam co-administered with either cefepime or aztreonam versus imipenem-c
Xsolla and Skich Announce Strategic Partnership to Bring Merchant of Record Payments to an Alternative Mobile Game Marketplace14.5.2026 19:00:00 EEST | Press release
Xsolla, a leading global video game commerce company, today announced a strategic partnership with Skich, an alternative mobile game marketplace operating on iOS in the EU under Apple's Digital Markets Act provisions and on Android globally. Under the agreement, Xsolla will serve as Merchant of Record for in-app purchases and paid game sales distributed through the Skich Store. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260514867730/en/ Graphic: Xsolla Skich serves as an alternative to traditional mobile storefronts, offering developers a way to reach players outside platform-controlled distribution channels. The partnership with Xsolla enables Skich to offer a fully compliant payment and commerce layer, with Xsolla managing payment processing, tax collection, refunds, and regulatory compliance on behalf of developers, removing a significant operational and legal barrier for studios looking to distribute through alternat
Boomi Teams up With Gong to Bring Revenue AI to Boomi Agentstudio14.5.2026 19:00:00 EEST | Press release
Boomi, the data activation company for AI, today announced a collaboration withGong, the leader in Revenue AI, to bring revenue signals captured in Gong natively into the Boomi Enterprise Platform. This collaboration enables enterprises to establish an active data foundation designed to transform customer conversations into coordinated, automated actions across systems and functions enterprise-wide with Boomi Agentstudio. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260514443012/en/ Boomi Teams Up with Gong to Bring Revenue AI to Boomi Agentstudio Gong goes beyond capturing deal activity to surface real-time insights into risk, buyer intent, competitive dynamics, and key engagement signals. That intelligence moves from conversation to coordinated action, flowing across CRM, ERP, product, and operational systems with the governance and security that enterprises require. Through this collaboration, these signals can be serve
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