How PressOne Eliminated Hold Times and Scaled Support Without Adding Headcount

By the Numbers

About PressOne

PressOne has been in business since 1978 and has operated in the cloud communications space since 2003. Known for its meetings product, Meeting Spaces, PressOne serves business customers with phone systems, messaging, and integration applications. Over two decades, they have evolved through every major industry shift, from the remote and video collaboration boom post-COVID to today’s wave of AI-driven automation.

As Head of Engineering and Product Shripal Daphtary explains, PressOne has always sought to stay ahead of “connectedness with different data systems.” That search for the next evolution of communications is what led them to UponAI.

The Challenge

PressOne wanted to bring AI voice agents into its product line without handing revenue to third-party integrations or spending months building the underlying infrastructure. Standing up a voice agent typically means stitching together multiple vendors just to get a working pipeline. For a lean team like PressOne’s, that was not a sustainable path.

At the same time, one of PressOne’s customers faced a real operational crisis. An 800-person organization with just 3 IT support staff spread across the East Coast was regularly fielding 15 to 20 callers stuck on hold at once. The team was so overwhelmed they could not get deeper support work done. Calls needed to be triaged, tickets needed to be opened, and callers needed a faster path to resolution.

Why UponAI

PressOne evaluated the market and chose UponAI as what Shripal describes as a one-stop shop for voice agents. A few specific factors drove the decision:

Implementation

Integration into PressOne’s existing phone and voice system took roughly a day. The core capability was already built. Shripal noted the real learning curve was not the integration itself but understanding the full scope of what the platform could do and learning effective prompting. A natural part of adopting any new AI technology.

Results

For the IT support customer described above, UponAI voice agents now automatically triage every inbound call, capture demographic and issue information, and open a ticket in the customer’s existing ticketing platform before a human ever needs to pick up the phone.

Instead of employees sitting on hold for a callback, the ticket is created immediately and the support team can work through it and follow up at speed. PressOne reports that essentially all of this customer’s calls are now being answered, compared to a previous state where a significant share went unanswered due to hold queue overload.

“All of their calls are being answered, as opposed to less than all. There is no hold time. That is one of the most important points.”

Shripal Daphtary, Head of Engineering & Product, PressOne

Favorite UponAI Features

Warm and Agent-to-Agent Transfer
Callers move seamlessly from a support agent to billing, to a records department, each powered by a different specialized AI agent with an easy flow back and forth. No dropped context, no starting over.

Built-In Audit Logs
Full visibility into every conversation, so troubleshooting and support are fast and precise instead of guesswork.

Built-In Connectivity
Voice agents connect straight to PressOne’s existing communications platforms. No separate telephony layer to build and maintain, and no revenue handed off to third parties.

“Being able to have a turnkey solution that is both white-labelable, flexible, and feature-rich out of the gate gives us a lot of opportunity where we did not have before.”

Shripal Daphtary, Head of Engineering & Product, PressOne

Partnership and Support

Beyond the product, Shripal highlighted the responsiveness of the UponAI team as a key part of the experience. Because voice AI is new territory for everyone involved, getting questions answered quickly matters, and PressOne has consistently received fast turnaround on both support questions and new feature requests.

Shripal also noted something that matters a lot to platform teams evaluating fast-moving AI vendors. Despite shipping quickly, UponAI has not broken things along the way. The platform has grown its feature set methodically, without the instability that often comes from rapid iteration.

Looking Ahead

PressOne plans to continue expanding its use of UponAI across its customer base. As Shripal put it, as long as the platform keeps iterating alongside customer needs, PressOne expects a long and productive relationship with UponAI.

UponAI   |   uponai.com   |   Built for communications teams that cannot afford to miss a call.