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February 7, 2013

Convergent CEScore Based on TouchPoint One's Acuity CCPM Platform Wins CUSTOMER 2012 Product of the Year Award

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TouchPoint One recently announced that its Acuity CCPM platform based Convergent CEScore, a Contact Center Performance Management solution has been recognized with the CUSTOMER 2012 Product of the Year Award by TMC (News - Alert).

As leading business process outsourcers are taking center stage in the market, Convergent has established its position as one of the first BPOs to adopt Acuity to provide cloud-based performance management to its customers.

In a statement, Casey Kostecka, President, Contact Center Solutions at Convergent, said, “We are able to directly correlate much of Convergent’s rapid growth, low agent turnover and exceptional client retention rate to the implementation of our Acuity powered CEScore solution. This TMC Product of the Year recognition is a motivating testament of our ongoing commitment to deliver differentiated and measurable benefits to our clients. We look forward to our continued partnership with TouchPoint One to further extend the value of our contact center performance management capabilities.”

Features of Acuity include: multiple dashboard views that have the ability to deliver role-based reporting and analytics of performance data for any operational cycle;  a CCPM Data Warehouse, a central repository and analytic platform designed to support contact center systems and operations; a Business Logic Engine that effectively integrates custom KPIs, performance metrics, balanced score and business rules; Quality Monitoring System that ensures integration of agent reviews; a Messaging and Alert Engine for improved agent support; an Employee and Customer Survey for surveying distribution and data management module; an Employee Evaluation for enabling standard employee assessment and reviewing; Reporting and Trending features that offer comparative analytics, statistics, and trending spanning all organizational levels; and Achievement Based Compensation (ABC) module that integrates with the payroll system of the organization.

TouchPoint One’s Acuity has been designed as a hosted CCPM solution which allows contact center operators to make use of data from disparate systems and client-based business logic to enhance employee and operational efficiency, and improve customer satisfaction and financial results while ensuring compliance, legal and other business risks are at a minimum.

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About TouchPoint One
TouchPoint One pioneers innovative workforce performance solutions that fuse human-centric design with artificial intelligence. Our flagship Acuity platform redefines employee engagement through personalized motivation, strategic gamification, and immersive dashboards that cultivate competition and alignment with organizational goals. By seamlessly blending cutting-edge technologies, insightful analytics, and enterprise data integrations, TouchPoint One empowers companies to unlock their teams' full potential, foster meaningful leadership connections, and deliver unparalleled customer experiences. Explore the future of workforce optimization at
To learn more about the features and benefits of Acuity, visit the TouchPoint One web site. Please also follow us on Twitter @TouchPoint_One and on LinkedIn.

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. ©2024 TouchPoint One, LLC. All rights reserved.

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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

“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

“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

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