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
Xsolla Brings Direct-to-Consumer Commerce Expertise to Gamesforum Hamburg 2026 With Keynote and Panel Appearances9.6.2026 14:01:00 CEST | Press release
As An Exclusive Global Partner Of The Gamesforum Series, Xsolla Takes Two Stages In Hamburg, Headlined By A Keynote With AppsFlyer On Web Shop Attribution Xsolla, a global leader in video game commerce, today announced its participation in Gamesforum Hamburg 2026, taking place June 9–10, 2026, at NORD EVENT Panoramadeck in Hamburg, Germany. As an Exclusive Global Partner of the Gamesforum series, Xsolla will bring its direct-to-consumer commerce expertise to one of Europe's leading gatherings for mobile game growth and monetization, with Jane Startseva, Vice President of Business Development, EMEA, taking the stage across two sessions. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260609166526/en/ Graphic: Xsolla Xsolla's presence in Hamburg underscores its role at the center of gaming's shift toward direct-to-consumer commerce: On June 9 at 10:00 AM, Jane joined Adam Smart, Global Director of Product – Gaming at AppsFlyer,
Duetti Expands Funding Offerings for Independent Artists With Two New Programs9.6.2026 14:01:00 CEST | Press release
Master Tracks as Young as Six Months Now Eligible for Acquisition Deals; New Remix Program Expands Collaboration Opportunities Duetti Inc. (“Duetti” or the “Company”), the music company that partners with independent artists and songwriters to buy, manage, and market their catalogs, announces today a significant expansion of its funding offering. Artists can now sell their master recording tracks, or parts thereof, in as little as six months after release - substantially earlier than the company’s prior two-year threshold. Duetti is also launching its new Remix Program, which allows independent artists to create remixes, covers, and other derivative works from Duetti’s 30,000-track catalog (across both masters and compositions). In return, artists can receive upfront cash compensation, ongoing royalty % share, 0% distribution fees, and dedicated marketing support. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260609063445/e
Clearlake Completes Strategic Acquisition of Pathway Capital Management9.6.2026 14:00:00 CEST | Press release
Expands Clearlake’s private markets solutions for institutional and private wealth marketsCombined platform represents over $185 billion in assets under management with more than 500 global employees Clearlake Capital Group, L.P. (“Clearlake” or the “Firm”), a global investment firm managing integrated platforms spanning private equity, liquid and private credit, and other related strategies, today announced the completion of its acquisition of Pathway Capital Management (“Pathway”), a global provider of private market solutions for institutional and wealth markets. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260609839186/en/ The strategic acquisition significantly expands Clearlake’s private markets platform, adding complementary capabilities and reinforcing its position as a leading diversified alternative asset manager. Founded in 1991, Pathway manages more than $95 billion in assets and brings a proven track record ac
Watchmaker to Unveil New Technologies Addressing NGS Workflow Bottlenecks and Sequencing Accuracy Challenges at ESHG 20269.6.2026 14:00:00 CEST | Press release
New technologies advance scalable library normalization for high-throughput genomics labs and improved amplification accuracy for oncology-focused sequencing workflows where data quality is critical Watchmaker Genomics, a leader in high-performance NGS workflow solutions, today announced it will unveil two new technologies at the European Society of Human Genetics (ESHG) 2026 conference, designed to address persistent bottlenecks in sequencing workflow scalability and amplification accuracy. The launches include the EquiPlex™ Normalization Kit, which simplifies library normalization using a novel Cas9-based approach, and Equinox® Prime Library Amplification Master Mix, engineered to improve indel accuracy in repetitive genomic regions while delivering superior amplification performance across sequencing applications. Built on Watchmaker’s expertise in protein engineering and integrated workflow design, the technologies reflect the company’s continued focus on solving real-world sequenc
The Open Group Releases OSDU® Data Platform Standard, Version 1.09.6.2026 14:00:00 CEST | Press release
The new standard provides a stable, interoperable foundation for data management across the energy ecosystem The Open Group, the global vendor‑neutral technology consortium, today announced the release of the OSDU® Data Platform Standard, Version 1.0. The new standard establishes a stable, clearly defined baseline for data platform capabilities, supporting greater interoperability, consistency, and confidence across the energy industry. The OSDU Data Platform Standard, Version 1.0 is designed to help organizations better manage, access, and use enterprise data by reducing fragmentation and breaking down data silos. It provides a common framework for organizing and accessing data securely and efficiently, supporting improved collaboration, innovation, and decision‑making. Key benefits of the standard include interoperability by design, increased stability for application development and deployment, and a clear foundation for certification. Operators benefit from greater choice and reduc
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