Frequently Asked Questions

About Touchpoint One

TouchPoint One provides enterprise performance management solutions for the contact center industry, focusing on employee engagement and operational excellence through their Acuity platform.

Where is TouchPoint One located?

The company is based in Indianapolis, Indiana: 101 W Ohio St, Suite 2000, Indianapolis, IN 46204

Who uses TouchPoint One solutions?

Leading contact centers and customer service organizations seeking to improve employee performance and engagement use TouchPoint One’s platform

What is Acuity?

Acuity is TouchPoint One’s cloud-based performance management platform, offering real-time dashboards, gamification, coaching, analytics, and compliance tools

What makes TouchPoint One different from other solutions?

Its strong blend of gamification, AI, and actionable insights helps drive measurable improvements in agent performance and customer satisfaction

Products & Services

Which products does TouchPoint One offer?

The main offering is the Acuity platform—covering performance management, quality assurance, employee coaching, and workforce engagement with advanced analytics and gamification features.

How does Acuity help contact centers?

It enables tracking KPIs, improving agent performance, boosting engagement via gamification, streamlining quality/compliance, and providing actionable insights at all levels

Can TouchPoint One integrate with other systems?

Yes, Acuity offers seamless integration with common CRM and customer support systems, as well as APIs for custom connections.

Is Acuity suitable for remote and hybrid teams?

Absolutely. It’s a web-based SaaS platform tailored for today’s contact center models, including remote and hybrid workforces

Does TouchPoint One offer training or onboarding?

Yes, onboarding and customer support are available for implementation, integration, and ongoing use of the platform.

Performance Management & Gamification

What is contact center gamification?

Gamification means using game mechanics—like points, challenges, and leaderboards—to motivate and engage employees in achieving business goals.

How does Acuity use gamification?

It features games, contests (A-GAME Leagues), and rewards that encourage friendly competition and team collaboration, improving morale and results.

Can I customize scorecards and metrics?

Yes, the platform is highly configurable, allowing you to set custom KPIs, balanced scorecards, and objectives aligned to your operation.

What types of reporting are supported?

Real-time dashboards, agent/coaching reports, compliance, quality, and operational analytics are available.

What results can I expect from using Acuity?

Customers report increased engagement, improved KPIs, reduced attrition, and operational efficiencies.

Quality Management & Compliance

Does Acuity support quality monitoring?

Yes, omni-channel quality management is built-in, with support for voice, chat, and ticketing, plus robust reporting and escalation features.

Are compliance tools available?

Absolutely. Acuity helps monitor, report, and document compliance, supporting regulatory requirements and corrective action workflows.

How does Acuity enable coaching?

Structured coaching modules deliver automated notifications, track progress, and encourage direct engagement between agents and supervisors.

Deployment, Support, and Security

Is Acuity cloud-based?

Yes, it's a hosted SaaS solution—no hardware to buy or maintain, and scalable for enterprise needs.

Is customer support available?

Yes. Reach their team at info@touchpointone.com or (317) 454-8200.

What about data privacy and security?

TouchPoint One follows industry-best security standards and privacy practices. Please take a look at the detailed policies here.

Pricing, Demos, and Trials

How can I learn about pricing?

Pricing is customizable based on business size and requirements. Contact TouchPoint One for tailored quotes.

Do you provide free trials or demos?

Yes, you can request a demo here to experience Acuity firsthand.

Customer Account & Technical Questions

Do I need a contract?

Typically, enterprise agreements are required. Contact their sales team for licensing models and contract terms.

How do I access support or update my account?

Email support@touchpointone.com or call (317) 454-8200. Account management is handled via their online platform.

Can I reset my password if I forget it?

Yes, use the password reset link on the login page or contact support for help.

Miscellaneous & Policies

What is the company’s return/refund policy?

Acuity is subscription-based, so returns are not typical. For any disputes, contact support or see terms and conditions on their website.

Does TouchPoint One have customer references or case studies?

Yes, their website features testimonials and references from recognized industry leaders.

Where can I find the Terms & Conditions and Privacy Policy?

You can click these links to view Terms & Conditions and Privacy Policy. These links are also located in the footer within each page of the website.

Trusted by many

“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“

‍- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit