Gupshup, which enables businesses to manage customer conversations across channels, has acquired OneDirect, an AI-enabled customer service platform that provides services in South East Asia and the Middle East, in an undisclosed amount.
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OneDirect enables businesses to manage customer conversations, like on SMS, WhatsApp, Instagram, Google Business, Messenger, RCS, Voice, and email, using a simple and unified interface. The acquisition is said to strengthen Gupshup’s service and enables conversational engagement with a powerful and flexible live Agent Assist solution.
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Beerud Sheth, Co-Founder and CEO, Gupshup, said, “OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform.”
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OneDirect has processed over 1 billion customer interactions across 10 different languages for leading brands across BFSI, retail, consumer electronics, travel and hospitality including Canara Bank, SBI Card, PayTM, Whirlpool, IFB, Vistara, Indigo, OYO, McDonald’s and Tata CLiQ.
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Vishrut Chalsani, Co-founder and CEO, OneDirect, said, “Gupshup’s advanced AI capabilities combined with Onedirect's robust customer service and engagement platform will provide businesses the ability to reinvent the customer experience.”
