TouchPoint One Updates Cloud Contact Center Performance Management Solution



TouchPoint One, a provider of cloud contact center performance management software has released a major software update to its Acuity CCPM solution. The latest version delivers core platform upgrades as well as new or enhanced features focused on attrition management, analytics, monitoring and employee recognition and engagement.

The latest Acuity features and capabilities have been developed in response to requests from existing customers as well as in accordance with specific requirements for new implementations. Highlights of the latest Acuity release include:

  • Agent Attrition Tracker: Intelligent workflow and related reporting manages and measures attrition from team/supervisor to operation-wide and provides analytics across all configured attributes.    
  • Enhanced Analytic Modeling: Expanded capacity to create role or asset-centric analytic models---including internal (agent, supervisor, trainer, etc.) or external (outsourcer, staffing provider, etc.) and related default or custom reporting.
  • Dynamic Relative Ranking: Enables pay-for-performance option based on relative ranking rather than fixed-value performance tiers.
  • AcuityBucks: Added AcuityBucks points/reward system to enable versatile incentive compensation that can be redeemed for gift/gas cards, lunches, gym membership, etc.
  • AWS Migration: Completed migration to Amazon Web Services (AWS) cloud hosting platform provides global, enterprise-grade scalability as well as increased reliability, delivery speed, server redundancy, and additional back-up systems.
  • Expanded Monitoring and Survey Forms: Expanded Acuity forms designer and added templates to enable customers to easily replicate custom, create new or edit existing surveys, monitoring or other forms.