Gushup acquires OneDirect

Gupshup has acquired the AI-enabled OneDirect omnichannel customer service platform.

The addition expands Gushup’s offerings of conversational solutions and enables omnichannel conversational engagement with a powerful and flexible live Agent Assist solution.

OneDirect can scale to thousands of agents with configurable workflows, integrations with existing CRM and helpdesk systems.

The live Agent Assist solution works seamlessly with chatbot automation solutions to provide the best customer experience on-demand, 24/7, in the customer’s choice of channel and language

With a simple and unified Agent Dashboard interface, OneDirect’s platform enables businesses to manage customer conversations across multiple channels, including SMS, WhatsApp, Instagram, Google Business Messenger, RCS, voice, and email.

Businesses can leverage Gupshup’s no and low-code chatbot automation tools to deflect incoming tickets and frequent customer issues automatically. This frees up time for agents to handle more complex support queries, convert prospects with consultative sales and drive commerce with personalised upsell and cross-sell.

Agents are 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.

“Customer support is being transformed with conversational experiences that deliver instant, personalised 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. OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform,” said Beerud Sheth, Co-founder and CEO of Gupshup.

“We are excited to join the Gupshup family and look forward to building more efficient and personalised 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 of OneDirect.

Photo: Mart Production