Chatbot platform Gupshup has acquired the Bengaluru-headquartered customer service provider OneDirect
- ByStartupStory | June 4, 2022
Gupshup, a conversational messaging startup, paid an undisclosed amount for the acquisition of OneDirect, an omnichannel customer-service platform sponsored by Sequoia Capital. This is the sixth investment made by the San Francisco-based startup since September. Gupshup will benefit from OneDirect’s purchase by providing a customizable live Agent Assist solution that can be expanded to thousands of agents with customised processes and integrations with current customer relationship management and helpdesk systems.
OneDirect is artificial intelligence (AI)-based technology that enables organisations to manage all client communications across different channels, such as SMS, WhatsApp, Instagram, and email, through a simple and uniform Agent Dashboard interface. OneDirect, founded in 2013 by Avinash Vankadaru and Vishrut Chalsani in Bengaluru, has over 100 customers in banking, finance, retail, travel, and e-commerce across five countries.
Beerud Sheth, Co-founder and CEO of Gupshup said that with its demonstrated leadership in assisting major businesses in transforming omnichannel customer service, OneDirect is a tremendous complement to our conversational engagement platform. The unicorn raised $240 million in July 2018, in addition to the $100 million it raised in April 2021.
Vishrut Chalsani, the co-founder and CEO of OneDirect said that the firm is thrilled to be a part of the Gupshup team and look forward to creating more efficient and personalised conversational experiences. The combination of Gupshup’s sophisticated AI capabilities with OneDirect’s powerful customer care and engagement platform will enable businesses to redefine the customer experience.
Bharat Singh, Sequoia Capital’s Operating Partner stated that Gupshup’s demonstrated expertise and industry leadership in the CPaaS (Communications Platform as a Support) arena, combined with OneDirect’s totally omnichannel customer service platform, is a winning combination for organisations seeking to reimagine digital customer experience (CX). This will enable both firms to capitalise on new development possibilities and scale their corporate CX products.
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