INDIANAPOLIS - April 17, 2024 - TouchPoint One, a leader in contact center performance management solutions, has been presented with a Gold Stevie® Award in the Solutions Technology Partner of the Year category and a Silver Stevie® Award in the Best Use of Technology in Customer Service category in the 18th annual Stevie Awards for Sales & Customer Service.
The Stevie Awards for Sales & Customer Service are the world's top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the world's leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
Winners were announced during a gala event attended by more than 400 professionals from around the world at the Bellagio in Las Vegas, Nevada on Friday, April 12.
TouchPoint One's Acuity is a premier, cloud-based contact center performance management platform that integrates AI-driven analytics, real-time dashboards, coaching, gamification and more to drive operational efficiency and employee engagement.
TouchPoint One's Gold winning entry highlighted Acuity's groundbreaking capabilities and transformative impact when implemented at client National Spine & Pain Centers (NSPC). The results were truly remarkable:
Key KPI Improvements from Acuity at NSPC:
As Nathaniel Altland, Sr Director of Customer Service Centers at NSPC, attested: "The first month we saw an 18% improvement in overall performance and that has continued to rise...To-date, I've calculated ROI of 10x on our investment. Acuity essentially costs the equivalent of 1 FTE, but we've realized a 10% increase in productivity across the board."
The judges praised Acuity's robust data integration abilities, innovative features like AI-driven coaching, and the remarkable performance gains achieved through NSPC's vision for transforming their contact center operations.
The Silver Stevie Award in Best Use of Technology recognized TouchPoint One's skilled collaboration with NSPC to optimize their use of Acuity's full suite of capabilities for enhanced operational efficiency, improved patient experience, and higher employee engagement across both in-house and outsourced operations.
"We are incredibly honored to receive this prestigious recognition from the Stevie Awards," said Greg Salvato, CEO of TouchPoint One. "Contact centers are at an inflection point - managing complex performance across remote/hybrid teams while needing to augment human capacity with AI to elevate employee and customer success. The NSPC Acuity implementation is emblematic of what's possible in a people-first, performance-enabled, future-of-work and within close reach of every customer contact organization. We share this achievement with our partners at NSPC whose vision and drive for excellence made this impact possible."
More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 44 nations and territories, were considered in this year's competition. Winners were determined by the average scores of more than 200 professionals worldwide on seven specialized judging committees.
For more details about the Stevie Awards for Sales & Customer Service and to view the list of Finalists in all categories, please visit www.StevieAwards.com/Sales.
“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