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News : TouchPoint One Empowers Modern Contact Centers with New Acuity Performance Management Platform Update

Premium Content (Sponsored)

INDIANAPOLIS, Indiana, November 19, 2020 — TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, today announced a significant update to the Acuity Contact Center Performance Management platform. The software release features new or enhanced workflow, gamification, agent coaching capabilities, and seamless integration with Microsoft Teams, Zoom, Cisco Webex, and other leading meeting solutions vendors. The Acuity update is available immediately as a free upgrade to current Acuity customers.

"Acuity is unique in feature breadth and implementation flexibility as well as its record of positive impact on performance for office and remote teams," said Greg Salvato, CEO of TouchPoint One. "Our latest update streamlines the routines that engender accountability, collaboration, and support and offers an expanded toolset to elevate the engagement and camaraderie necessary to unite and inspire distributed customer contact teams."

The Latest Acuity Software Update Boosts Engagement, Agility, and Productivity for Work-from-Home, Office, and Hybrid Teams. The key enhancements of this Acuity software release include:

Virtual Meeting Integration. Invoke Microsoft Teams, Zoom, Cisco Webex, GoToMeeting, and other leading meeting solutions directly from Acuity performance dashboards, agent coaching, gamification, reporting, or quality management modules. From analytics, strategy, and development to mentoring and motivation, this capability enables fluid agent support and stakeholder collaboration and helps contact centers improve remote workforce engagement.

New Gamification Options. Versatility, variety, and flexibility are the hallmarks of TouchPoint One gamification. Acuity enables you to employ game mechanics in specific accordance with your evolving needs. New options provided in this Acuity software update include intra-team configuration, enhanced prize management control, and the new "Catchphrase" game wherein individuals or teams compete to decipher popular expressions or themed phrases and win real or virtual prizes.

Expanded Employee Assessment Options. The Acuity update delivers an expanded library of digitized employee assessment options, including performance review, annual assessment, and ad hoc performance check-ins. Employee evaluation and support workflows include goal setting, task management, real-time performance scoring, integrated support quality ratings, and other features to strengthen agent/manager relationships, boost employee engagement and retention, and improve business performance.

Expanded Business Intelligence and Operations Reporting. Acuity aggregates performance data across multiple, siloed third-party, homegrown, and native systems and provides unparalleled business intelligence and interactive reporting capabilities. The Acuity software update includes new Bill-to-Pay, Dollars Collected, Revenue to Budget, Employee Attrition, Incentive Bonus, Compliance Monitoring and other reports.

Advanced Business Process Transformation Solutions. Contact centers trust TouchPoint One to catalyze the digital transformation of critical business processes. Acuity system enhancements accelerate the transformation of outdated, manual workflows into modern digitized systems and integration within the Acuity performance management platform.

"Connection and engagement among the dispersed contact center workforce are vital to delivering customer experiences that ensure continuous businesses success," Salvato said. "Acuity makes it easier than ever to transition from the spreadsheets and out-of-date manual processes that diminish staff, data, process, and systems effectiveness and undermine business potential."

To learn more about Acuity and TouchPoint One, visit the TouchPoint One web site. Please also follow us on Twitter @TouchPoint_One and LinkedIn.

About TouchPoint One
TouchPoint One is the leading provider of employee engagement and performance management solutions for contact centers. The Company’s Acuity product is a full-featured contact center performance management platform that enables improved decision making, talent development, and process execution at every operational level. TouchPoint One customer contact solutions deliver the rich benefits of employee dashboards, balanced scorecards, gamification, and advanced performance management through innovative design and complete, functional alignment with business processes and strategies.

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. © 2020 TouchPoint One, LLC. All rights reserved.

#contactcenterworld, @touchpoint_one

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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Today's Tip of the Day - Repeat Calls

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

Published: Friday, November 20, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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