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.