The acquisition will help strengthen the company’s offerings in the contact centre space, Gupshup CEO Beerud Sheth told ET. This is the company’s fifth acquisition in the last nine months, all of which have been geared towards strengthening its suite of offerings in the conversational customer service space.
“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 Sheth. “OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform.”
OneDirect has processed over 1 billion customer interactions across 10 different languages for brands like Tata Capital, , Ola, Vistara and McDonald’s, among others. OneDirect’s key investors include Sequoia Capital, American Express and ru-Net. “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, CEO, OneDirect.
OneDirect has a live agent assist solution which can scale to thousands of agents with configurable workflows, integrations with existing CRM & helpdesk systems. The 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
“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.”
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