CA-GUPSHUP
2.6.2022 07:02:08 CEST | 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.”
View source version on businesswire.com: https://www.businesswire.com/news/home/20220531005584/en/
Link:
Social Media:
About Business Wire
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
CRH to Acquire Aggregate Operations in Denmark and Finland7.10.2026 08:24:00 CEST | Press release
Transaction Advances CRH’s Strategy to Build Aggregates-led, Connected Portfolio Aligned With Growing Infrastructure Megatrends CRH (NYSE: CRH), the leading provider of building materials, today announced that it has signed an agreement to acquire NCC Industry’s operations in Denmark and Finland from NCC AB. NCC Industry develops, produces and sells stone materials and asphalt products for construction and infrastructure projects. In Denmark NCC Industry’s national network of asphalt plants, land and marine based aggregates sites, together with its substantial high-quality reserves, will significantly expand CRH's presence in the market and its exposure to demand from major road, infrastructure and industrial projects. While in Finland NCC Industry’s attractive network of reserve backed hard-rock quarries, backfilling and recycling operations will complement CRH’s existing operations and connected portfolio of businesses in the Finnish market. Peter Buckley, President, CRH Internationa
Exein and Deutsche Telekom IoT Partner to Secure the Next Generation of Connected Devices7.10.2026 08:00:00 CEST | Press release
The companies will combine device-level security with global IoT connectivity to strengthen security for connected devices The partnership follows Exein's $270 million funding round, which included T.Capital, Deutsche Telekom's strategic investment arm, among its backers Exein, a global leader in physical AI and runtime security, today announced a strategic partnership with Deutsche Telekom IoT to bring integrated security to connected devices across Deutsche Telekom IoT’s ecosystem. With its own transatlantic network and around 600 roaming and satellite partners, Deutsche Telekom IoT provides worldwide connectivity for customers across industries and markets. The partnership pairs Exein's device-level security with Deutsche Telekom IoT’s global connectivity capabilities, addressing a gap that is becoming more urgent as intelligent, business-critical applications move directly onto devices operating in the field — robots, drones and industrial machines acting autonomously and making de
Stop Hoping for Secure AI and Start Building It: RSA Agent ID Closes the Agentic Identity Gap for Highly Regulated Industries7.10.2026 06:00:00 CEST | Press release
As AI, sovereignty, and board-level accountability converge on identity, RSA Agent ID enables finance, government, and regulated industries to find and register agents, prove the authority behind every consequential action, and run it where they choose At World Summit AI in the Netherlands, RSA, the identity standard for government agencies, finance, and high-assurance organizations, today announced RSA Agent ID, the agentic identity security platform for highly-regulated industries. RSA Agent ID discovers, secures, and governs AI agents across their lifecycle, letting regulated organizations find and register agents, prove the authority behind every consequential action, and run it where they choose. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261006426797/en/ Three forces are reshaping how organizations operate, and they are arriving at once. AI is transforming work and pushing agents into production faster than securit
The Empire State Building Observation Deck Hosts Annual Run-Up, Presented by NYU Langone Health and Powered by Merrell7.10.2026 04:25:00 CEST | Press release
The Empire State Building (ESB) hosted the 48th Annual Empire State Building Observation Deck Run-Up, presented by NYU Langone Health and powered by Merrell. In several designated heats, more than 200 runners from across the world raced up the building’s 1,576 stairs to reach the finish line on the iconic 86th Floor Observation Deck. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261006766024/en/ The Empire State Building Observation Deck Hosts Annual Run-Up, Presented by NYU Langone Health and Powered by Merrell “Athletes gather from around the globe to participate in the Empire State Building Observation Deck Run-Up, the world’s preeminent tower race,” said Tony Malkin, chairman and CEO of Empire State Realty Trust. “We congratulate all who participated in this ultimate feat of endurance at Tripadvisor’s number one top attraction in the U.S.” Ryoji Watanabe of Japan took first place in the Men’s Elite heat with a time of 1
Phenom Adds Major Headline Speakers as IAMPHENOM Europe Approaches Sold-Out Status6.10.2026 15:30:00 CEST | Press release
Second wave of esteemed speakers to bring real-world guidance on applying AI, agents and automation to improve hiring, development and retention Phenom, the leader in applied AI built to redesign work operations for hiring faster, developing better and retaining longer, today announced the newest wave of speakers for IAMPHENOM Europe 2026, the only applied AI event dedicated to human resources taking place on 4-5 November in Paris, France. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261006714151/en/ Phenom announced the newest wave of speakers for IAMPHENOM Europe 2026, the only applied AI event dedicated to human resources taking place on 4-5 November in Paris, France. The two-day conference gives attendees what other HR events can’t: an inside look at AI agents already in production, automated workflows tailored to specific business contexts and the dramatic results they are already delivering. Across keynotes, customer
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