Conversational messaging platform providing company Gupshup acquires leading Omnichannel Customer Service Platform for Global Businesses OneDirect. However, no information has been provided by either company regarding the valuation of this acquisition deal.
Gupshup’s service is strengthened by the acquisition, which allows conversational interaction with a robust and adaptable live Agent Assist solution.
The live Agent Assist solution integrates effortlessly with chatbot automation systems to give the most extraordinary customer experience on-demand, 24/7, in the channel and language of the client’s choosing.
Moreover, with customized processes and connections with current CRM and helpdesk systems, the live Agent Assist solution can expand to thousands of agents.
Co-founder and CEO of Gupshup, Beerud Seth, said, “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.”
He further added that OneDirect is a valuable addition to the Gupshup family, with their demonstrated expertise in assisting major businesses in transforming omnichannel customer service.
Bengaluru-based India’s leading CEM platform OneDirect was founded by Ankur Singla, Avinash Vankadaru, Vishal Pal Chaudhary, and Vishrut Chalsani in 2013. The company’s robust platform specializes in assisting enterprises in overcoming Customer Experience Management issues.
For leading brands in BFSI, Retail, Consumer Electronics, Travel, and Hospitality, OneDirect has processed over 1 billion consumer contacts in ten different languages. Many industry-leading organizations such as Indian Railways, Myntra, KFC, Airtel, Indigo Airlines, etc., use OneDirect’s CEM platform.
“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 Co-founder and CEO of OneDirect, Vishrut Chalsani.