List of Gupshup Agent Assist (formerly OneDirect Service Cloud) Customers
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Since 2010, our global team of researchers has been studying Gupshup Agent Assist (formerly OneDirect Service Cloud) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Gupshup Agent Assist (formerly OneDirect Service Cloud) for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Gupshup Agent Assist (formerly OneDirect Service Cloud) for Customer Support include: SBI Card, a India based Banking and Financial Services organisation with 3907 employees and revenues of $1.59 billion, Vistara Airline, a India based Transportation organisation with 5500 employees and revenues of $1.50 billion, Dabur, a India based Consumer Packaged Goods organisation with 5319 employees and revenues of $1.38 billion, Whirlpool of India, a India based Manufacturing organisation with 2377 employees and revenues of $801.0 million and many others.
Contact us if you need a completed and verified list of companies using Gupshup Agent Assist (formerly OneDirect Service Cloud), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Dabur | Consumer Packaged Goods | 5319 | $1.4B | India | Gupshup | Gupshup Agent Assist (formerly OneDirect Service Cloud) | Customer Support | 2020 | n/a | In 2020, Dabur implemented Gupshup Agent Assist (formerly OneDirect Service Cloud) for Customer Support. The deployment established a unified Agent Dashboard as the central engagement layer for support operations, positioning the application to ingest and manage omnichannel conversations for the business. Gupshup Agent Assist was configured with a live Agent Assist inbox scalable to thousands of agents, configurable workflow engines, and no code and low code chatbot automation to deflect routine tickets and escalate complex queries. Agents were provisioned with a stitched 360 degree customer profile and interaction history, alongside an embedded feedback module and active listening capabilities to monitor social channels. The implementation integrated with existing CRM and helpdesk systems using the platform's connector approach to surface ticket context and customer data inside the agent UI. Omnichannel ingestion covered SMS, WhatsApp, Instagram, Google Business Messenger, RCS, Voice and Email, enabling agents to handle customer support, consultative sales engagements, and commerce driven upsell workflows from a single interface. Operational governance relied on configurable routing and workflow policies to orchestrate handoffs between automated chatbots and live agents, with role based access and monitoring to support quality management and ticket lifecycle controls. OneDirect customers have reported an improvement of 40% in customer satisfaction and reduction of operational expenditures by 25% on average, and Dabur is listed among the enterprise customers using Gupshup Agent Assist (formerly OneDirect Service Cloud) for Customer Support. | |
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SBI Card | Banking and Financial Services | 3907 | $1.6B | India | Gupshup | Gupshup Agent Assist (formerly OneDirect Service Cloud) | Customer Support | 2020 | n/a | In 2020, SBI Card deployed Gupshup Agent Assist (formerly OneDirect Service Cloud) to consolidate Customer Support and CRM across messaging channels in India. The deployment emphasized omnichannel live agent handling to centralize customer conversations into a unified agent workspace and streamline case intake for the customer support organization. Gupshup Agent Assist was configured to provide omnichannel routing, live agent assist, case management, conversation history and agent productivity capabilities such as templated responses and automated dispositioning, consistent with Customer Support platform workflows. The implementation leveraged agent assist features to surface contextual conversation history and recommended responses to improve handling time and consistency. Operational coverage focused on SBI Card’s customer support function across its India operations, embedding CRM workflows into frontline agent handling and instituting centralized routing and escalation workflows. Governance activity included configuration of routing rules, service level workflows, knowledge base policies and agent quality monitoring to standardize message handling and support training. Gupshup and OneDirect cite average customer improvements of approximately 40% in CSAT and approximately 25% reduction in operational costs for customers using the platform, outcomes attributed to omnichannel routing and agent assist features. Module usage and the 2020 implementation timing are inferred from Gupshup’s acquisition of OneDirect and associated public statements. | |
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Vistara Airline | Transportation | 5500 | $1.5B | India | Gupshup | Gupshup Agent Assist (formerly OneDirect Service Cloud) | Customer Support | 2020 | n/a | In 2020, Vistara Airline deployed Gupshup Agent Assist, formerly OneDirect Service Cloud, as its Customer Support platform to centralize travel and passenger support operations in India. The rollout targeted omnichannel passenger queries and bookings via messaging channels and live agents, consolidating inbound messaging streams for airline customer service workflows. Deployment configured core Gupshup Agent Assist capabilities including omnichannel message routing, automated agent assist for intent detection and contextual conversation history, and live agent handoff to support bookings and ticketing use-cases. Integrations emphasized direct connectivity between messaging channels and agent desktops, with operational coverage scoped to customer support teams handling passenger queries and reservations in India, and governance focused on conversational workflows and service level orchestration to improve response times. The implementation aimed to improve response times and customer satisfaction, and vendor reporting indicates similar positive customer experience and cost outcomes for customers. | |
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Manufacturing | 2377 | $801M | India | Gupshup | Gupshup Agent Assist (formerly OneDirect Service Cloud) | Customer Support | 2020 | n/a |
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