Gupshup acquires Omnichannel Customer Service Platform OneDirect

Conversational engagement company Gupshup has acquired OneDirect, an omnichannel customer-service platform for an undisclosed amount.

With this acquisition, Gupshup will enable better interactive engagement with a flexible Live Agent Assist solution that can be scaled up to thousands of agents with configurable workflows, integration with existing customer relationship management and helpdesk systems.

Previously, Gupshup acquired conversational tech companies AskSid and Active.Ai in April 2022, cloud communications startup Knowlarity in February 2022, and business messaging platform Dotgo in September 2021.

Bengaluru-based OneDirect was founded in 2013 by Avinash Vankadaru and Vishrut Chalsani, It provides Artificial Intelligence (AI)-based solution that allows businesses to manage all customer conversations across multiple channels including SMS, WhatsApp, Instagram and Email using a simple and unified agent dashboard interface.

It has over 100 customers in more than five countries across banking, finance, retail, travel and e-commerce.

It has processed over a billion customer interactions in 10 different languages, covering brands like Canara Bank, Tata Capital, SBI Card, Paytm, Whirlpool, Vistara, Indigo, and Oyo, among others.

“We are excited to join the Gupshup family and look forward to building more efficient and personalised conversational experiences. Gupshup’s advanced AI capabilities, combined with OneDirect’s robust customer service and engagement platform, will provide businesses with the ability to reinvent the customer experience,” said, Vishrut Chalsani, Co-founder and CEO, OneDirect.

San Francisco-based Gupshup was founded in 2004 by Beerud Sheth and Rakesh Mathur, It is focused on a business-to-business (B2B) customer engagement platform from an offline search engine to SMS and other channels.

“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.” 

“Gupshup’s proven expertise and market leadership in the CPaaS (Communications Platform as a Service) space, and OneDirect’s truly 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.

About Gupshup

Gupshup enables better customer engagement through conversational messaging. Gupshup is the leading conversational messaging platform, powering over 7 billion messages per month. Across verticals, thousands of large and small businesses in emerging markets use Gupshup to build conversational experiences across marketing, sales and support.

Gupshup’s carrier-grade platform provides a single messaging API for 30+ channels, a rich conversational experience-building tool kit for any use case and a network of emerging market partnerships across messaging channels, device manufacturers, ISVs and operators. With Gupshup, businesses have made conversations an integral part of their customer engagement success. Gupshup is present across the world in regions like India, Latin America, Eastern Europe, Southeast Asia, the Middle East and the United States.

About OneDirect

OneDirect is the leading Omnichannel Customer Service platform for consumer businesses. The company’s three core products – Service Cloud, Messaging Cloud and Feedback Cloud – help companies deliver fast, effective and personalized experiences to customers across digital channels. OneDirect’s platform has powered over 1 billion conversations for top brands like Indian Railways, Myntra, KFC, Airtel, Indigo Airlines etc improving agent productivity, driving operational savings, uncovering valuable insights and generating increased business opportunities.