Gupshup, a US-based global leader in conversational engagement, has acquired 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 and helpdesk systems.
The live Agent Assist solution integrates with chatbot automation technologies to give the greatest customer experience on-demand, 24X7, in customer’s choice of channel and language.
OneDirect’s platform enables businesses to manage all customer conversations across multiple channels including SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email and more, using a simple and unified Agent Dashboard interface.
Beerud Sheth Co-founder & CEO Gupshup
“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 costs. OneDirect, with its proven leadership in helping leading brands transform omnichannel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family.”
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, customers can access a full 360-degree view of the customer profile, their past interactions and view data stitched across existing CRM and Ticketing systems. It also supports active listening and monitoring across social media and includes a feedback module for timely and rapid customer experience management.
“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 Mr. Vishrut Chalsani, Co-founder and CEO, OneDirect.
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