Gupshup Acquires OneDirect To Enable Superior Omnichannel Conversational Engagement Gupshup enables better customer engagement through conversational messaging and claims to power over 7 billion messages per month.

By Soumya Duggal

Opinions expressed by Entrepreneur contributors are their own.

You're reading Entrepreneur India, an international franchise of Entrepreneur Media.

freepik

Gupshup has announced the acquisition of OneDirect, the omnichannel, AI-enabled, customer service platform of choice for major brands in India, South East Asia and the Middle East.

The acquisition strengthens 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 and helpdesk systems, said a statement.

The live agent assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7 and in customer's choice of channel and language, added the statement.

"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," added Sheth.

"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.

Gupshup enables better customer engagement through conversational messaging and claims to power over 7 billion messages per month. Across verticals, thousands of large and small businesses in emerging markets use Gupshup to build conversational experiences across marketing, sales and support. Gupshup's carrier-grade platform provides a single messaging API for 30+ channels, a rich conversational experience-building tool kit for any use case and a network of emerging market partnerships across messaging channels, device manufacturers, ISVs and operators, according to the statement.

Soumya Duggal

Former Feature Writer

Business News

JPMorgan Shuts Down Internal Message Board Comments After Employees React to Return-to-Office Mandate

Employees were given the option to leave comments about the RTO mandate with their first and last names on display — and they did not hold back.

Business Ideas

70 Small Business Ideas to Start in 2025

We put together a list of the best, most profitable small business ideas for entrepreneurs to pursue in 2025.

News and Trends

India has the Potential to Host over 620 New Large GCCs by 2030: ANSR

The BFSI sector dominates GCCs in India, followed by Manufacturing and Retail/CPG. There is also a strong focus on digital technologies, with 85 per cent of GCCs engaged in digital commerce initiatives.

News and Trends

D2C Skincare Brand Foxtale Raised USD 30 Mn Series C Funding

Last year, the Mumbai-based brand raised USD 18 million (around INR 150 crore) in its Series B funding round, led by Panthera Growth Partners from Singapore.

News and Trends

Ecozen Secures Over USD 23 Mn Debt Funding to Expand Climate-Smart Solutions

This round of investment will be directed toward scaling Ecozen's flagship solutions, including Ecotron, Ecofrost, and advanced motor control systems.

News and Trends

RP Tech to Acquire 70% Stake in Satcom Infotech to Expand Cybersecurity Portfolio

Satcom Infotech will leverage RP Tech's extensive financial resources and robust nationwide distribution network to enhance service delivery and scale operations. Meanwhile, RP Tech will integrate Satcom's expertise in cybersecurity into its offerings, aiming to introduce new brands and forge impactful industry partnerships.