PressOne 2.0 | PressOne Old Platform |
Desktop apps are now available, delivering a more stable and seamless calling experience and business management across Desktop and Mobile | Web and mobile apps were available, with no desktop app |
Calls can only be made on desktop apps and mobile apps. The web dashboard is still available and now serves exclusively as a management console | Calls were made on the web browser and mobile apps |
AI-powered agent coaching now evaluates calls automatically and provides actionable improvement recommendations visible to Managers | Agents could make and receive calls, but Managers had limited visibility into agent performance and behaviour, aside from listening to call recordings |
Smart, advanced Insights provide deeper visibility into call performance and trends. You can instantly see calls worth listening to, agent performance, and team coaching areas without scrolling through every call made With call Insights, you can tell how a call went at a glance | No call insights beyond basic metrics |
Call Tags can now be applied to all calls directly from the call log | Call Tags could only be applied to calls made from the outgoing call queue. |
Call notes have been enhanced into comments, with support for media uploads | Call Notes were available for documentation |
Automatic call transcription is now available for every call in the call log, with minute-by-minute transcripts so you can easily follow conversations as they happened | Call transcription was not available |
The improved agent online status is now available on the team members' dashboard, including the last active time | Agent "online" status was only visible on the connected device dashboard |
AI-powered Analytics with deeper analysis and actionable coaching recommendations, including call volume trends, call status distribution, team leaderboards, agent-level metrics, and overall team performance | Only basic Analytics were available |
You can now view your peak business hours to understand when call activity is highest and make informed decisions. Available on the Analytics dashboard | Peak business hours were not available |
The improved incoming call queue ensures smooth call handling with no disruption to ongoing calls and is now fully supported in both the desktop and mobile apps, providing a more consistent calling experience across devices. | Incoming Call Queue supported basic call flow and works only on the web dashboard |
Agents can enable Do Not Disturb (DND) to pause incoming calls when they need to focus on other tasks. | Agents were always available for incoming calls. |
Teams are now available, allowing users to be properly grouped by teams within the business for clearer structure and better management | Teams were not available; everyone was grouped under the business, with no breakdown of team membership |
You can choose how and when you’re notified about missed calls, voicemails, team activity, and billing through email, SMS, or in-app alerts. | Notifications were not customizable. |