Indian communications unicorn Gupshup buys OneDirect

Gupshup, an India-based conversational messaging unicorn, has acquired OneDirect, an omnichannel customer service platform for brands in India, Southeast Asia, and the Middle East, for an undisclosed sum.

The Gupshup team / Source: Gupshup

The deal will strengthen Gupshup’s suite of conversational solutions. It will also enable omnichannel engagements with a live Agent Assist solution that can scale to thousands of agents with configurable workflows, as well as integrations with existing customer relationship management and helpdesk systems.

OneDirect helps businesses manage all customer conversations across multiple channels including WhatsApp, Instagram, Google Business Messenger, SMS, rich communication services, voice, and email. It also supports active listening and monitoring across social media and includes a feedback module for customer experience management.

Meanwhile, Gupshup helps businesses and developers build messaging platforms for their apps. The tech firm, which also provides chatbot services, competes with Twilio, Sinch, and other similar businesses in the enterprise messaging space.

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“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,” said Gupshup CEO Beerud Sheth.

OneDirect has processed over 1 billion customer interactions across 10 different languages for brands across the banking, financial services and insurance, retail, consumer electronics, travel, and hospitality sectors. Its clients include the likes of Acer, Vistara, Indigo, Oyo, McDonald’s, KFC, and Pizza Hut.