San Francisco, CA, USA/ Mumbai, India, June 2, 2022 -- Gupshup, a global provider in conversational engagement, announced the acquisition of OneDirect, the omnichannel, AI-enabled, 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 omnichannel conversational engagement with a live Agent Assist solution that can scale to thousands of agents with configurable workflows, integrations with existing CRM & helpdesk systems. The live Agent Assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7, in customer’s choice of channel and language
"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."
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"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 Vishrut Chalsani, Co-founder and CEO, OneDirect.
OneDirect’s key investors include Sequoia Capital, American Express and ru-Net. "Gupshup’s proven expertise and market leadership in the CPaaS space and OneDirect’s truly omnichannel customer service platform is a winning combo for businesses looking to redefine digital customer experience (CX)", said Bharat Singh, Operating Partner, Sequoia Capital. "This will help both companies unlock new growth opportunities and further scale their enterprise CX offerings."
Posted by Veronica Silva Cusi, news correspondent
Gupshup enables better customer engagement through conversations. Gupshup is the leading conversational engagement platform, powering over 6 billion messages per month.
Published: Monday, June 6, 2022
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