GupShup buys omnichannel customer service platform OneDirect

San Fransico-based GupShup, a platform that helps businesses to interact with customers through various mediums, has acquired an omnichannel customer service platform OneDirect for an undisclosed sum.

The acquisition comes almost six weeks after it acquired AskSid, a conversational AI platform for ecommerce and retail enterprises. In the last seven months, GupShup has made five acquisitions, including OneDirect, AskSid, Active.ai, Knowlarity Communications, and DOTGO.

OneDirect has developed a platform that enables businesses to manage all customer conversations across multiple channels – SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice, Email, and more –  using a simple and unified Agent Dashboard interface.

According to the company’s statement, The acquisition will strengthen 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 & helpdesk systems.

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, agents will be able to access a full 360-degree view of the customer profile, their past interactions and view data stitched across existing CRM and Ticketing systems. The platform also supports active listening and monitoring across social media and includes a feedback module for timely and rapid customer experience management.

OneDirect claims it has processed over 1 billion customer interactions across 10 different languages for leading brands across BFSI, Retail, Consumer Electronics, Travel, and Hospitality.

“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 & CEO of Gupshup.

“OneDirect, with their 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,” Beerud adds.

“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 & CEO of OneDirect.

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