Gupshup buys principal omnichannel customer service platform OneDirect

Beerud Sheth, co-founder and Chief Executive Officer, Gupshup.

Gupshup, a global player in conversational engagement, announced the acquisition of OneDirect, the omnichannel, customer service platform of choice for 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 live Agent Assist solution that can scale to thousands of agents with configurable workflows.

The live Agent Assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7, in client’s choice of channel and language.

What does OneDirect bring to Gupshup’s portfolio?

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 use Gupshup’s no and low-code chatbot automation tools to deflect frequent client issues automatically, while freeing up time for agents to handle more complex support queries, convert prospects with sales and drive commerce with 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 clients have reported an improvement of 40% in satisfaction and reduction of operational expenditures by 25%. OneDirect’s clients have an overlap with those of Gupshup and include; 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.

What are the executives’ thoughts on the acquisition?

“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 client delight and reduce support cost,” said Beerud Sheth, Co-founder and CEO, Gupshup.

“OneDirect, with their proven leadership in helping leading recognized brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family,” Beerud Sheth further commented.

“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 brands 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 expertise and market leadership in the CPaaS space and OneDirect’s omnichannel customer service platform is a winning combo for businesses looking to redefine digital customer experience (CX). This will help both companies unlock new growth opportunities and further scale their enterprise CX offerings,” said Bharat Singh, Operating Partner, Sequoia Capital.