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
Business Wire(c) 2018 Business Wire, Inc., All rights reserved.
Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.
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
H.I.G. Capital Announces the Sale of DGS S.p.A.11.6.2024 12:00:00 CEST | Press release
H.I.G. Capital (“H.I.G.”), a leading global alternative investment firm with $62 billion of capital under management, is pleased to announce that an affiliate has signed a definitive agreement to sell its portfolio company, DGS S.p.A. (“DGS” or the “Group”), a leading firm in the Italian Information Technology market, to DGS Co-Founders and management team in partnership with ICG, a global alternative asset manager. Since its inception in 1997, DGShas supported blue-chip customers in the design, integration, and maintenance of complex IT systems, with a specialization in digital transformation and cybersecurity services. The Group currently has over 1,900 employees, revenues of approximately €300 million, and maintains a group of highly loyal clientele. During H.I.G.’s ownership, DGS has tripled in size and consolidated its position as a leading Italian firm in cybersecurity services and digital transformation. DGS offers its clients sophisticated and proprietary digital transformation
Evertas Names Nick Selby Head of European Underwriting11.6.2024 12:00:00 CEST | Press release
Evertas, the world’s first crypto insurance company, has named Nick Selby as its new Head of European Underwriting. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240611141887/en/ Nick Selby, Executive Vice President and Head of European Underwriting at Evertas (Photo: Business Wire) Selby, an accomplished information and physical security professional, brings two decades of expertise in public and private sector information security, physical security, and complex incident handling, as well as seven years of experience leading teams securing billions of dollars in cryptoassets. Previously, his roles included VP of the Software Assurance Practice at Trail of Bits, Chief Security Officer at Paxos Trust Company, and Director of Cyber Intelligence and Investigations at the NYPD Intelligence Bureau. “Nick is an extremely valuable addition to our European team,” said Evertas CEO and Co-Founder J. Gdanski. “His public and private
Owlet utvider globalt fotavtrykk med lanseringen av medisinsk-sertifisert Dream Sock™ i Storbritannia og over hele Europa11.6.2024 11:00:00 CEST | Pressemelding
Owlet, Inc. («Owlet» or the «Company») (NYSE:OWLT), pioneren innen smart spedbarnsovervåking, kunngjør i dag den britiske og europeiske lanseringen av Dream Sock. Dette er en smart babymonitor med levende helseavlesninger og varsler for friske spedbarn mellom 0-18 måneder og 2,5-13,6 kg. Dette innovative medisinske utstyret gir foreldre helse og viktig informasjon i sanntid, noe som gir uovertruffen trygghet. Denne pressemeldingen inneholder multimedia. Se hele pressemeldingen her: https://www.businesswire.com/news/home/20240611820341/no/ (Photo: Business Wire) «Vi er svært stolte over å lansere Dream Sock til omsorgspersoner over hele Storbritannia og Europa og gi millioner av foreldre mer trygghet mens babyen sover,» sa Kurt Workman, Owlets administrerende direktør og medgründer. «Dream Sock er nå et globalt produkt som er anerkjent som medisinsk nøyaktig og trygt, etter å ha gjennomgått regulatoriske autorisasjoner og sertifiseringer innenfor flere geografier. I dag er misjonen vår
V-Nova Surpasses 1000 Patent Milestone in Media Technology Innovation11.6.2024 10:00:00 CEST | Press release
V-Nova, a leading provider of data compression solutions, video compression technology, XR technology, AI acceleration and parallel processing for a multitude of industries including media and entertainment, today announced its milestone achievement of 1000 active technology patents. This accomplishment underscores V-Nova’s dedication to research and development and its commitment to protecting its intellectual property globally. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240611724561/en/ V-Nova’s patent portfolio spans more than 50 different jurisdictions. Including over 400 patents in Europe, over 200 in the Americas, over 100 in the United States specifically, and over 200 in Asia. V-Nova forged new directions in data processing to enhance digital experiences, maximize efficiency, reduce costs, and increase sustainability. The company leads the way with key international data compression standards for the video indust
Alipay+ Reveals Top Scorer Trophy Design for UEFA EURO 2024™11.6.2024 09:24:00 CEST | Press release
Alipay+, a suite of cross-border mobile payment and digitalization technology solutions operated by Ant International and an Official Partner of UEFA EURO 2024™, today revealed the trophy that will be awarded to the most prolific marksman at the UEFA EURO 2024™ finale on July 14 in Berlin, Germany. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240610328619/en/ The UEFA Top Scorer Trophy presented by Alipay+ is unveiled for UEFA EURO 2024™ (Photo: Business Wire) Sculpted in the shape of the Chinese character “支” (pronounced zhi, and meaning payment as well as support), the trophy reflects Alipay+’s dedication to supporting consumers to enjoy seamless payment and a broad choice of deals using their preferred payment methods while traveling abroad. The character also resembles the fleeting moment of a barefooted striker poised to shoot, evoking the original beauty and power of football – a game that united people across the wo