TouchPoint One Introduces IQAssure: AI-Powered Coaching Plans for Enhanced Quality Management

— Transforming Quality Assurance with Groundbreaking AI Technology, IQAssure Redefines Efficiency and Accuracy in Contact Center Operations —

INDIANAPOLIS, Indiana, September 27, 2023 - TouchPoint One, a leader in contact center performance management solutions, proudly announces IQAssure, short for "Intelligent Quality Assurance," a transformative addition to its Acuity platform. As the name suggests, IQAssure leverages AI to automate the creation of coaching plans, streamlining the quality assurance process and integrating seamlessly with Acuity's coaching, gamification, and other performance management features.

"IQAssure, powered by advanced Generative AI and built upon the OpenAI Chat GPT framework, taps into the intricate structure and logic of completed quality monitors. This state-of-the-art technology ensures that our solution remains at the forefront of innovation, providing our clients with the most sophisticated and effective tools in the market," said Greg Salvato, CEO of TouchPoint One.

By creating a rich context for AI-driven analysis and pairing it with meticulously crafted prompts, IQAssure generates precise and consistent coaching plans tailored to individual agent interactions. Once generated, these insights and coaching plans are seamlessly integrated into Sidekick, Acuity’s agent coaching system, enhancing the collaborative workflows between agents, supervisors, and the broader CX team.

Yet, the prowess of IQAssure isn't limited to individual evaluations. Its robust architecture facilitates the analysis of extensive datasets, covering hundreds or even thousands of quality forms. This capability enables organizations to uncover broader trends, patterns, and areas of opportunity, delivering insights on both granular and overarching levels. Moreover, intelligence extracted from these datasets integrates effortlessly with Acuity's reporting engine, offering versatile analysis options.

Whether gearing up for a personalized coaching session, identifying overarching performance trends, or exploring data analytics, IQAssure caters to a myriad of needs.

"In the grand scheme, it's not merely about refining analytics. With IQAssure, we're propelling agent proficiency, realizing tangible cost savings, and championing genuine operational value. Our mission is clear: to offer tools that amplify performance and enrich the employee experience," added Salvato.

Benefits of IQAssure include:

• Efficiency Boost: Significantly cut down the time dedicated to reviewing monitors and crafting coaching plans.
• Cost Savings: Realize substantial operational cost savings.
• Enhanced Agent Proficiency: Guarantee consistent, timely, and impactful coaching, leading to heightened agent performance and customer satisfaction.
• Empowered Supervisors: Equip frontline leaders with insights and guidance, bolstering their confidence, capacity, and effectiveness.

With these benefits, IQAssure not only addresses the immediate challenges faced by contact centers but also paves the way for a future of enhanced performance and collaboration.

Facing challenges with inconsistent quality assessments, prolonged coaching plan preparations, budget constraints, scalability, or data security and compliance? Discover how IQAssure can be the game-changer you've been seeking.