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News : TouchPoint One and Five9 Integration Empowers the Contact Center Workforce

#contactcenterworld, @touchpoint_one, @Five9

Indianapolis, IN, USA, June 14, 2021 -- TouchPoint One, a provider of employee engagement and performance management solutions for contact centers, announced that it has joined the Five9 (NASDAQ: FIVN) ISV Program. TouchPoint One has earned Five9 accreditation for its Acuity Contact Center Performance Management Solution which is now available via the Five9 App Marketplace. Acuity features pre-built integrations with the Five9 Intelligent Cloud Contact Center platform allowing seamless access to Acuity performance intelligence dashboards, coaching, gamification, virtual meeting, screen share, and other features.

"Contact centers faced unexpected challenges last year as they shifted some or all of their employees to working from home, accelerating their shift to digital contact center solutions," said Walt Rossi, Five9 Vice President of Business Development. "TouchPoint One’s solutions help solve two of the biggest challenges that come with a decentralized workforce: getting a real-time view of performance and keeping employee engagement levels high."

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"Since the pandemic started, we’ve seen tremendous growth in our employee engagement features," says Greg Salvato, CEO at TouchPoint One. "With managers no longer able to literally ‘walk the floor,’ our virtual meeting, gamification and coaching modules enable the side conversations, teaching moments and team contests that strengthen relationships and keep the focus on the employee."

"Our Five9 investment was critical to our success and now our TouchPoint One investment will take us to another level. We rely on dashboards and scorecards to tell us where we are, and then on the employee engagement features to help us move the dial," said Dave Kercher, Contact Center Director at Sunpro Solar Energy Specialists. "The pre-built integration with Five9 simplified our roll-out and we now have a performance view that aligns with our unique business objectives—all at a lower cost than we expected."

#contactcenterworld, @touchpoint_one, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About TouchPoint One:
Company LogoTouchPoint One is a 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 and strategies.
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About Five9:
Company LogoFive9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
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Today's Tip of the Day - Customer Feedback

Read today's tip or listen to it on podcast.

Published: Wednesday, June 16, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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