Quality Management

Take your QM operation to the Next Level with TouchPoint One’s Comprehensive Quality Management Solutions Integrated with the Customer Contact Industry’s Leading Coaching, Workforce Engagement, and Performance Management Platform!
Transform your QM workflows into fluid digital systems to improve customer service on the robust Cloud platform designed to scale and adjust with you. 

Streamline Quality Management to maximize efficiency and productivity

Motivate and manage agents to deliver exceptional Customer Experiences

Improve performance across every key metric and elevate Employee Experience

Utilize data and analysis to identify and address critical issues in real-time

Introducing IQAssure™: Intelligent Quality Assurance for the Modern Contact Center
Harness the power of AI to elevate your quality assurance processes. IQAssure, short for "Intelligent Quality Assurance," is a groundbreaking feature within the Acuity platform. Seamlessly integrated with Acuity's coaching, gamification, and other performance management tools, IQAssure offers an unparalleled solution for agent development and quality assurance.
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IQAssure™ Key Features:

Deep Integration:
IQAssure utilizes the intricate structure and logic of completed quality monitors, providing a robust context for AI-driven insights.

Precision & Consistency:
Through meticulously crafted prompts, IQAssure generates precise and consistent coaching plans tailored to individual agent interactions.

Collaborative Workflows:
Coaching plans integrate seamlessly into Sidekick, enhancing collaboration between agents, supervisors, and the broader CX team.

Transparency & Alignment:
Agents access complete monitor details, ensuring transparency and alignment across teams.

Real-Time Feedback:
Supervisors are instantly notified as monitors are completed, and agents receive timely recognition for outstanding scores.

Holistic Prioritization:
Integrated with Sidekick's Virtual Mentor, IQAssure ensures quality-related coaching opportunities are holistically ranked alongside other support priorities.

Gamification Ready:
Engage and motivate by gamifying quality metrics using TouchPoint One's diverse gamification options.

Top customer contact organizations trust TouchPoint One

Features and capabilities created to engage and empower your team

TouchPoint One Quality Assurance Solutions are designed for complete omni-channel support. Manage voice, chat, support tickets and text-based customer interactions to improve, automate, and streamline QA processes, enhance agent performance, and boost CX.
Powerful Scorecards and Engaging Dashboards

Engaging dashboards present statistical information and filter-based drill-down at any organizational level.

Flexible scorecards provide powerful analytic modeling that is easily adapted to evolving needs.

Data visualization transforms data into easily understood, visually compelling—and useful—business information.

Automated QM Processing

Agent, supervisor, and evaluator acknowledgement

Supervisor coaching with date and time stamp

Rebuttal/Dispute with ability to work across multiple roles

Scheduled QA form release

Automated Scorecard Routing

360⁰ Coaching

Seamless integration with Sidekick Agent Coaching system enables support across quality and every KPI.

Auto-generate Journal Entries when supervisor coaching is completed in the workflow

URL access to recorded calls, resources, and knowledgebase articles

Dispute/Rebuttal feature provide a closed-loop evaluation process between agents and QA analysts.

Agents can request an evaluation review to clarify results and ensure their voice is heard.


View real-time KPIs by agent, department, evaluator, campaign/client, location, group, or team.

Full Suite of Standard Quality/Compliance Reports

  • Outstanding acknowledgements reports
  • Observation Summary report
  • Evaluator Summary report
  • Custom Reports

Display Scorecards directly from Reports.

  • Pending Review Reports
  • Scorecard & Audit Log
  • Scorecard & Audit Status Snapshot Report
  • Detailed Scorecard Tracker Reports
  • Pass/Fail Summary Reports

Alerts and Notifications

Alert/Defect notification routing to management and senior leadership

Task, past due, target score, follow-up notifications

Evaluator activity and scoring targets

Systems Integration

TouchPoint One makes it easy to connect to your customer contact systems for a complete view of quality and other aspects of performance.  

Provides seamless integration to the most popular CRM and customer support systems

Use our API to connect to in-house or other systems.

Corrective and Preventative Action Management System (CAPA)

TouchPoint One Corrective and Preventative Action Management System (CAPA) system streamlines the management of customer contact policies and processes. It provides a reliable and affordable corrective and preventive action (CAPA) software solution fully integrated with the Acuity Performance Management Platform.

Digitized CAPA forms and workflows

Corrective Action Categories: Audit non-conformance,

Dynamic routing and notifications

External documentation, memo, audit note integration

User Roles and Permissions

Administer-granted permissions control what the user is allowed to view, create, or edit

Agent/CSR, Auditor, HR

Linked to Acuity hierarchy

Extensible and customizable to roles outside operational hierarchy


Robust search. Provides fast access to specific incident details and reports via form-field search

Disputes, Acknowledgements, Reviews,

Reporting and Dashboards

Reporting: Stage, Status

Comprehensive action, task, communication logging


Print, share, export forms and reports

Integration, Development, and Support

Spreadsheet and manual form design and migration

Systems and data integration

Solution design, setup and project management

Ongoing support and solution maintenance/modification

Documentation, videos, direct training and guidance

100% customizable to meet your needs

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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