INDIANAPOLIS, Indiana, June 3, 2021 —
TouchPoint One, the leading provider of employee engagement
and performance management solutions for contact centers,
announced today the spring SaaS update of its Acuity Contact
Center Performance Management platform. The release includes
enhanced agent coaching and workforce engagement capabilities,
upgrades to its compliance management and quality assurance
systems, and new technology partner integrations. The software
update is available immediately as a free upgrade to current
“After more than a year of profound and disruptive change,
the pressure for customer contact organizations to adapt,
improve, and deliver for customers, employees, and stakeholders
is as intense as ever,” said Greg Salvato, CEO of TouchPoint
One. “The latest Acuity platform release marks the culmination
of the most creative and intentional product development we’ve
ever endeavored. It advances the anti-cookie-cutter approach
we employ to create smart performance management solutions
that help our clients prevail in a truly transformative era
of customer contact and care.”
The latest Acuity software update equips supervisors, managers,
and compliance personnel with new and enhanced tools to optimize
processes and agent support. The software update boosts
engagement, agility, and productivity for work-from-home,
office, and hybrid teams. The key enhancements in this update
“Sidekick” Agent Coaching System Enhancements.
Supervisors and team leaders plan, document, execute, and
assess the impact of agent support strategies using Acuity’s
data-driven coaching system, Sidekick. The journal detail
widget, introduced in this update, consolidates coaching and
support records, performance targets, goal and task deadlines,
and follow-ups, to enhance supervisor efficiency, organization,
and agent engagement and support.
“Acuity Mini” Browser Extension.
“Acuity Mini” packs the vital information you need in an
easily accessible form factor. Mini launches Acuity core
features and delivers live notifications for task reminders,
performance alerts, game updates, new messages, and more from
a convenient Google Chrome browser extension.
Compliance Audit System.
Enables compliance managers and support personnel to review
and audit customer communications for regulatory, client,
internal, and other requirements. Automated workflows expose
compliance gaps and improve coaching and training effectiveness.
Integrated alerts and notifications escalate call defects
through authorized management channels in real-time. Engaging
reporting dashboards provide accurate audit status, performance
scores, and data visualizations that heighten awareness of
key metrics, analytics, and trends.
TouchPoint One Quality Assurance solutions transform time-consuming,
spreadsheet-based processes into refined digital workflows.
This Acuity software release automates QA workflows and routing,
tracks and timestamps monitoring, review, and scoring, and
expands out-of-box reporting. Integrated with the Sidekick
agent coaching module, Acuity QA maximizes supervisor and other
support personnel with a complete agent support system.
Expanded strategic partnerships.
Acuity aggregates performance data across countless third-party,
homegrown, and native systems and provides flexible integration
with leading third-party software solutions. This Acuity software
update features expanded and new TouchPoint One partner
ecosystem members, including Five9, Convoso, Zendesk, Impact
Workforce Solutions, Snowflake, Collaborationroom.ai, and more.
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About TouchPoint One
TouchPoint One is the leading provider of performance optimization
solutions for contact centers. The Company’s Acuity product is a
full-featured employee engagement and performance management
platform that enables improved decision making, talent development,
and process execution at every operational level. TouchPoint
One customer contact solutions deliver the compelling benefits
of gamification, balanced scorecards, employee dashboards,
and advanced performance management through innovative design
and complete, functional alignment with business processes
TouchPoint One, Acuity, Sidekick, and A-GAME are registered
trademarks of TouchPoint One, LLC. All other registered or
unregistered trademarks are the sole property of their
respective owners. © TouchPoint One, LLC. All rights reserved.