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
European AI Startups Grab Record 55% of VC Capital as H1 Funding Reaches $23B5.8.2026 00:01:00 CEST | Press release
New HumanX/Crunchbase data shows a 130% YoY surge, though 73% of capital concentrated in just 38 breakout deals European AI startups raised a record-breaking $23 billion in the first half of 2026, a 130% year-over-year surge that captured 55% of all venture capital in the region, according to the 2026 European AI Economy Report released today by HumanX and Crunchbase. Up from $10 billion in H1 2025, the historic funding total signals that Europe is rapidly asserting itself as a primary engine of global AI innovation. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260804090835/en/ "If the AI story was supposed to be a two-horse race, Europe didn't get the memo," said Stefan Weitz, Co-Founder and CEO of HumanX. "$23 billion is flowing straight into the industries Europe already leads: robotics, healthcare, advanced manufacturing, defense. This is a continent betting on its own strengths." Capital concentrates in a small cohort
IFF Reports Second Quarter 2026 Results; Announces Use of Proceeds Plan for Food Ingredients Divestiture4.8.2026 22:15:00 CEST | Press release
Delivered Strong Sales, Profit and Cash Flow Performance in Second Quarter 2026Provides Full Year 2026 Financial Guidance on a Continuing Operations BasisAnnounces Enhanced $2.5B Share Repurchase Authorization; Including $500M Accelerated Share Repurchase in the second half of 2026 IFF (NYSE: IFF) reported financial results for the second quarter ended June 30, 2026. Results are presented on a continuing operations basis, excluding the Food Ingredients business and other minor perimeter adjustments (the “Food Ingredients disposal group”), and the Soy Crush, Concentrates, and Lecithin businesses (the “SCL disposal group”). The Food Ingredients disposal group and the SCL disposal group are reported as discontinued operations. Management Commentary “IFF delivered a strong first half of 2026 on a continuing operations basis,” said Erik Fyrwald, CEO of IFF. “Performance was driven by volume growth, disciplined margin execution and robust free cash flow generation. These results reflect the
Crimson Moon Releasing September 1 for $19.99 USD, Offering This Fall’s Best Value for a Hellish Action RPG, Solo or With a Friend4.8.2026 19:00:00 CEST | Press release
The Blood-Soaked Action-Adventure RPG from ProbablyMonsters Will Feature Original Music from Metal Musicians Behind HEALTH, Ice Nine Kills, Oni, and Periphery ProbablyMonsters, an independent video game company focused on building original IP, today announced that Crimson Moon will release September 1, 2026, on PC via Steam and the Epic Games Store, PlayStation 5, and Xbox Series X|S for $19.99 USD, offering a focused game that delivers high-quality visuals and gameplay at an accessible price point. The company also revealed that famous metal musicians HEALTH, Jared Dines, Misha Mansoor, and Ricky Armellino will be composing original songs for the game’s boss encounters. The details were confirmed in a newly-released gameplay trailer, which also announced a Deluxe Edition of Crimson Moon that will cost $29.99 USD on all platforms, offering players access to the Ceremonial Armor Set and the Axe of the Gods weapon cosmetic, along with an upcoming expansion for Crimson Moon that will be r
Frontgrade Expands Executive Team as Demand Grows for Mission-Ready Space and Defense Technologies4.8.2026 17:48:00 CEST | Press release
Leaders from Raytheon, Lockheed Martin, Honeywell, Marotta Controls, and MACOM join to strengthen operational excellence, accelerate product readiness, and deepen customer engagement Frontgrade Technologies Inc. (“Frontgrade”), a leading provider of mission-critical electronics and subsystems, today announced the expansion of its executive leadership team as it continues to invest in the capabilities for the next generation of space, defense, and intelligence missions. Spanning finance, information technology, operations, reputation, go-to-market, and product leadership, the appointments reinforce Frontgrade's commitment to accelerating innovation and helping customers navigate an increasingly complex environment. The six appointments include: Andrew Matsuyama, Chief Financial Officer, brings more than 30 years of finance and business leadership experience during periods of growth and transformation in industrial and technology driven organizations. Most recently he served as CFO for H
Growing with Purpose, Delivering with Impact: ProAmpac Releases 2026 Sustainability Impact Report4.8.2026 17:13:00 CEST | Press release
ProAmpac, a global leader in flexible packaging and material science, announces the release of its 2026 Sustainability Impact Report, centered around the theme Growing with Purpose, Delivering with Impact, the report highlights the company's advancements in sustainable innovation, environmental stewardship, employee safety, and responsible business practices while expanding its global footprint. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260804969765/en/ ProAmpac's 2026 Impact Report is here Reflecting another year of meaningful achievements, the report demonstrates how ProAmpac is embedding sustainability throughout its business, from advancing innovative packaging solutions and reducing environmental impacts to strengthening workplace safety and supporting the communities where employees live and work. Notable achievements highlighted in the 2026 Sustainability Impact Report include:Continued Global Growth: Expanded Pr
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