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
Smead Capital Management Extends International Value Strategy to Global Investors Through New Fund10.6.2026 09:00:00 CEST | Press release
Firm expands access to long-standing U.S.-based international strategy, bringing disciplined, value-driven investing to a broader global audience through the Smead Global ex-US Value UCITS Fund Smead Capital Management, a Phoenix-based investment management firm and a leader in value investing, today announced the launch of the Smead Global ex-US Value UCITS Fund designed to provide global investors with access to a product modeled after the firm’s long-standing Smead International Value Strategy. The Smead Global ex-US Value UCITS Fund is domiciled in Luxembourg. Investors can access the fund through Smead Capital Management’s website and it is available to professional and qualified investors through the fund’s transfer agent. The strategy that the Smead Global ex-US Value UCITS Fund is modeled after, the Smead International Value Strategy, has been a core contributor to Smead Capital Management’s outstanding performance for over a decade. Like all Smead products, the Global ex-US Va
Dodge Opens Orders for the Next Generation Charger in Europe10.6.2026 09:00:00 CEST | Press release
The iconic American muscle car returns with an all-electric and gasoline-powered lineup engineered without compromise Orders are now open in Europe for the next-generation Dodge Charger lineup The range includes the all-electric Dodge Charger Daytona and the gas-engine, SIXPACK-powered Dodge Charger Built on the STLA Large multi-energy platform, the new Charger delivers two distinct performance experiences rooted in the same Dodge DNA Available in both two-door and four-door body styles, with R/T and Scat Pack trims across both gasoline and all-electric versions European customers can order through KWA, Dodge’s official importer, using this link An Icon Enters Its Next Generation This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260609386800/en/ Celebrating its 60th anniversary this year, Dodge opens a bold new chapter in Europe with the launch of the next-generation Dodge Charger, bringing one of America’s most iconic muscle c
Roquette Showcases Scalable Drug Delivery Innovations at CPHI China 202610.6.2026 09:00:00 CEST | Press release
Under the theme “One Roquette for Innovations,” the company will highlight its recently expanded portfolio to demonstrate how this unmatched range of high-performance excipients and innovative formulation solutions is powering the next generation of pharmaceuticals. Roquette, a global leader in plant-based ingredients and pharmaceutical excipients, will showcase its comprehensive portfolio of innovative drug delivery solutions at CPHI & PMEC China 2026, taking place June 16-18 at the Shanghai New International Expo Centre (SNIEC). Under the theme “One Roquette for Innovations,” Roquette’s Health & Pharma Solutions Business Unit will exhibit at booth E3D26, highlighting how its deep scientific expertise and technical capabilities enable pharmaceutical companies to turn promising formulations into scalable commercial realities. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260610596225/en/ Visit Roquette at booth E3D26 to mee
Trustd Brings Know Your Carrier to Market as Freight Fraud Costs European Supply Chains Over €1bn10.6.2026 08:01:00 CEST | Press release
New web-based tool lets shippers and 3PLs verify carriers in seconds as cargo crime across Europe reaches record levels Trustd, the digital identity and credentials verification platform for transport and logistics, is bringing to market Know Your Carrier (KYC), a web-based verification tool that lets shippers and 3PLs get an instant risk signal on carriers quoting for work via email in seconds. Cargo crime across EMEA has risen 438% in three years. More than 108,000 supply chain thefts were recorded across the region in the last two years. Of the 5% that reported a financial loss, the combined value exceeded €1bn, equivalent to €1.3m every 24 hours. Know Your Carrier draws on Trustd's expertise in digital identity verification to address a problem that has until now had no industry-wide solution. The web-based tool plugs into existing workflows with no installation or integration. Users enter an email address and, where available, a VAT number. The tool checks email legitimacy and dom
Sofinnova Partners Launches Collaboration with AWS to Scale AI Across Life Sciences Innovation10.6.2026 08:00:00 CEST | Press release
Sofinnova combines its sector expertise with AWS’s AI and cloud services to help life sciences companies scale fasterThe collaboration expands Sofinnova’s proprietary AI platform, Sofia, including a new founder-facing version Sofinnova Partners (“Sofinnova”), a leading European life sciences venture capital firm based in Paris, London, and Milan, today announced a collaboration with Amazon Web Services (AWS), to embed AI more deeply across its investment platform and portfolio companies. The collaboration supports Sofinnova.AI, the firm’s initiative to integrate AI across its core activities, from sourcing and evaluating investments to supporting company building. At the center of this effort is Sofia, Sofinnova's proprietary AI platform, which will be extended beyond internal use to include a founder-facing version. Through this collaboration, Sofinnova-backed startups will gain access to tailored AWS resources and technical enablement, helping them move faster from early research to
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