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
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.
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.
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
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
Display Scorecards directly from Reports.
Alert/Defect notification routing to management and senior leadership
Task, past due, target score, follow-up notifications
Evaluator activity and scoring targets
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.
Digitized CAPA forms and workflows
Corrective Action Categories: Audit non-conformance,
Dynamic routing and notifications
External documentation, memo, audit note integration
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: Stage, Status
Comprehensive action, task, communication logging
Print, share, export forms and reports
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
“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
