Gupshup, a 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 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.
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.
Gupshup competes with Twilio, Sinch, and other similar businesses in the enterprise messaging space.