TouchPoint One
TouchPoint One is an Indianapolis-based SaaS company that sells the Acuity contact center performance management platform, providing gamification, AI-powered coaching, quality assurance, and analytics to enterprise contact centers and BPOs in financial services, telecom, healthcare, and utilities.
- Company typePrivate
- Founded2014
- HeadquartersIndianapolis, United States
- Headcount1–10
- GTM typeB2B
- OfferingSoftware
What TouchPoint One does
TouchPoint One is a privately held software company headquartered in Indianapolis, Indiana that develops the Acuity cloud-based contact center performance management platform. Acuity is delivered as a modular SaaS suite with role-based dashboards, balanced scorecards, agent and supervisor coaching, workplace engagement and gamification under the A-GAME brand (including seasonal competitions such as Gridiron, Hoops, and Links), omni-channel quality management, performance pay and incentives, business process transformation, the TrainingCamp.ai leadership program, and an AI layer branded as Acuity Intelligence. The 2026 launch of Acuity AI Studio on Amazon Bedrock added a configurable generative AI engine that synthesizes proprietary operational data including workforce performance histories, evaluated interactions, and behavioral patterns into individualized agent coaching plans, quality intelligence, and executive insight reports; earlier applied AI features include Sidekick coaching assistance, IQAssure coaching plans, and Auto QA automated interaction evaluation.
The company's revenue model is enterprise-quoted SaaS subscription pricing billed annually, with distribution primarily through direct enterprise field sales supplemented by channel partnerships (Genesys AppFoundry and partner network since 2016, Five9 Marketplace as Accredited ISV since 2021, NICE partner ecosystem) and event-driven demand generation at Customer Contact Week, ICMI, SOCAP, and Contact Center Executive Forum events. TouchPoint One also leverages strategic partnerships (EOSGlobe in 2024, Aucera in 2024) and a consulting relationship with Robert C. Davis and Associates. The customer base spans BPOs, telecommunications, financial services, healthcare, utilities, and vacation/resort operators with disclosed enterprise logos including Chime Solutions, Cox Communications, Sprint, MTM, Vectren Energy, Bluegreen Vacations, NSPC, and Convergent BPO.
Firmographics indicate a small operating team (1-10 employees) and either bootstrapped or undisclosed funding, with no reported institutional investors or capitalization events in the source material. The company has accumulated a deep public record of industry recognition, including consecutive CUSTOMER Magazine Product of the Year awards from 2016 through 2023, the 2016 Indiana Innovation Award, TMCnet Remote Work Pioneer awards in 2020 and 2023, and multiple Stevie Awards in 2024 and 2025. Operational risk centers on the small employee base relative to an enterprise product surface that now spans data warehousing, generative AI, gamification operations, marketplace integrations, and customer success delivery, against limited disclosed financial scale.
TouchPoint One firmographics
Firmographics- Name
- TouchPoint One
- Legal name
- TouchPoint One, LLC
- Website
- https://touchpointone.com
- Company type
- Private
- Founded year
- 2014
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- TouchPoint One is an Indianapolis-based SaaS company that sells the Acuity contact center performance management platform, providing gamification, AI-powered coaching, quality assurance, and analytics to enterprise contact centers and BPOs in financial services, telecom, healthcare, and utilities.
- Ownership category
- akta.pro rank
TouchPoint One industry classification
Industry- Product category
- Contact Center Performance Management Software
- NAICS
- Software Publishers (513210)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)
- akta.pro secondary industry
- B2B SaaS & Enterprise Personalization (CRM, Sales, Support) (HDAAAGAJ)
Keywords
Where TouchPoint One is headquartered
LocationHeadquarters
- HQ city
- Indianapolis
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
TouchPoint One business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- SaaS Subscription: Cloud-based SaaS platform delivered as subscription service. The Acuity platform is provided as a hosted solution allowing contact center operators to access performance management capabilities on a recurring subscription basis. Pricing is likely enterprise-quoted based on agent seats and features.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise SaaS subscription with customizable features and agent-based pricing |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels7 records
TouchPoint One product offering
Product offeringCore offering
TouchPoint One sells the Acuity cloud-based SaaS platform for enterprise contact center performance management. The platform delivers role-based dashboards, balanced scorecards, AI-powered agent coaching, gamification (A-GAME Leagues), quality management with Auto QA, and the 2026-released Acuity AI Studio generative AI engine built on Amazon Bedrock, with integrations into Genesys, Five9, and NICE.
Product overview
TouchPoint One offers the Acuity cloud-based contact center performance management platform as its core product with a modular architecture. The platform integrates Performance Management (with role-based dashboards and balanced scorecards), Agent & Supervisor Coaching (with AI-powered Sidekick and IQAssure), Workplace Engagement & Gamification (A-GAME Leagues featuring themed challenges like Gridiron, Hoops, and Links), Quality Management (with Auto QA automation), Business Process Transformation, Acuity Intelligence (AI-powered analytics), and Performance Pay & Incentives. The 2026 Acuity AI Studio module adds generative AI capabilities built on Amazon Bedrock for synthesizing operational data into individualized coaching plans and workforce optimization intelligence. The platform is delivered as SaaS and supports integrations with CRM and contact center systems via APIs.
Differentiator
Problem solved
Functional benefit
Products and services
- Acuity Cloud-based enterprise contact center performance management platform that provides real-time dashboards, gamification, coaching, analytics, and compliance tools to improve agent performance and customer satisfaction for enterprise contact center operators and BPOs.
- Acuity AI Studio Configurable generative AI engine built on Amazon Bedrock that synthesizes proprietary contact center operational data to produce individualized AI outputs including agent coaching plans, quality intelligence, executive insight reports, and workforce optimization intelligence for enterprise contact center operators.
- A-GAME Leagues Fantasy sports-inspired gamification challenge series (Gridiron football, Hoops basketball, Links golf, Medalist themes) including games, contests, leaderboards, and rewards that engage contact center workforces through competitive performance challenges.
- Sidekick AI-powered agent coaching solution that boosts supervisor effectiveness by providing real-time coaching recommendations, engagement prompts, and recognition capabilities for contact center supervisors.
- IQAssure AI-powered coaching plans for enhanced quality management that automate coaching recommendations based on interaction evaluation and performance data, with automated notifications, progress tracking, and direct agent-supervisor engagement.
- Auto QA Automated quality assurance feature that merges AI innovation with proven quality management processes to evaluate interactions and generate quality scores automatically for contact centers.
- Performance Pay & Incentives Module for integrating performance-based compensation, achievement-based rewards, and incentive program administration with payroll systems, part of the enhanced enterprise gamification suite.
Quantifiable outcome
- 10x ROI within 10 months, 10% staff reduction
- +2 more outcomes
Companies that use TouchPoint One
Customer profileNamed customers9 records
Segments4 records
Ideal customer profiles3 records
TouchPoint One technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration3 records
AI capability5 records
Feature8 records
TouchPoint One partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered strategic, core and minor.
- EOSGlobestrategicEOSGlobe and TouchPoint One forge strategic partnership to elevate customer experience and empower employees. The partnership combines EOSGlobe's capabilities with TouchPoint One's Acuity platform for enhanced CX operations.
- AucerastrategicAucera and TouchPoint One announce strategic partnership to transform employee and customer experience. Combined offerings aim to deliver enhanced workforce empowerment and customer satisfaction solutions.
- NSPC (National Spine and Pain Centers)strategicNSPC & Acuity Partnership elevated healthcare CX operations through digital transformation, achieving 10% staff reduction and 10x ROI within 10 months.
- Five9coreTouchPoint One and Five9 integration empowers the contact center workforce with an integrated and advanced coaching, engagement, and performance management system. The Acuity platform is listed on the Five9 Marketplace as an Accredited ISV partner.
- Robert C. Davis and AssociatesminorRobert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts. Consulting firm deploys and implements Acuity platform for clients.
- GenesyscoreTouchPoint One joined the Genesys Partner Network and added Acuity Performance Management Solution to the Genesys AppFoundry marketplace. This integration enables Genesys customers to access TouchPoint One's performance management, gamification, and coaching capabilities directly through the Genesys platform.
Scale indicators2 records
Recent moves6 records
Expansion highlights4 records
TouchPoint One competitors and assessment
Company assessmentDirect peers
- Calabrio: Calabrio is a direct competitor in workforce engagement management, offering quality monitoring, performance management, and analytics for contact centers. Its product breadth and recent AI investments position it as a key direct peer to TouchPoint One in mid-market and enterprise CC deployments.
- EvaluAgent: EvaluAgent is a contact center quality assurance and agent performance platform with AI-driven scoring and coaching. It is a direct peer to TouchPoint One's Auto QA, IQAssure, and Sidekick offerings, particularly in BPO and outsourcer segments.
- PlayVox: PlayVox offers contact center quality assurance, performance management, and coaching software — closely aligned with Acuity's Performance Management, Auto QA, and Sidekick modules. It is a niche direct peer competing for similar mid-market and BPO customers.
- Scorebuddy: Scorebuddy provides contact center quality monitoring, call calibration, and performance analytics. It is a direct competitor in the QA and agent performance space, overlapping with TouchPoint One's Quality Management and Auto QA capabilities.
Broad incumbents
- NICE: NICE is a large incumbent in workforce engagement management (WEM), quality management, and contact center analytics. TouchPoint One is already a NICE partner, and NICE's broader WEM suite overlaps with Acuity's performance management, coaching, and QA capabilities — making it both a partner and a competitive threat.
- Genesys: Genesys is a leading CCaaS platform with an AppFoundry marketplace where Acuity is listed. While TouchPoint One is a Genesys partner, Genesys's own workforce engagement and performance capabilities compete directly, and Genesys's platform bundling power represents both a channel and a competitive risk.
- Five9: Five9 is a major CCaaS platform and an Accredited ISV partner of TouchPoint One via the Five9 Marketplace. Like Genesys, Five9 bundles its own engagement, quality, and AI capabilities and represents both a distribution channel and a potential competitor for Acuity's performance management footprint.
- Verint: Verint provides workforce engagement, quality monitoring, and customer analytics for contact centers. Its WEM suite competes head-on with Acuity's performance management, coaching, and quality modules, particularly among enterprise and BPO customers that TouchPoint One also targets.
Emerging players
- ASAPP: ASAPP is an AI-native platform focused on agent assist, generative AI for customer service, and contact center automation. It competes with TouchPoint One's Acuity AI Studio and Sidekick in the AI-powered coaching and agent productivity layer, particularly among larger enterprise CC operators.
- Cresta: Cresta provides generative AI for contact centers, including real-time agent assist, coaching, and quality insights. Its AI-first coaching and QA capabilities overlap with Acuity AI Studio, IQAssure, and Sidekick, making it a well-funded emerging competitor in the AI-for-CC category.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
TouchPoint One social profiles
Digital presenceTouchPoint One compliance and trust
Trust signalCompliance25 records
TouchPoint One financial estimates
Financial estimateRevenue estimate
Valuation estimate
TouchPoint One leadership team
Management profileNumber of profiles
Profiles2 records
TouchPoint One funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
TouchPoint One M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about TouchPoint One
What does TouchPoint One do?
TouchPoint One sells the Acuity cloud-based SaaS platform for enterprise contact center performance management. The platform delivers role-based dashboards, balanced scorecards, AI-powered agent coaching, gamification (A-GAME Leagues), quality management with Auto QA, and the 2026-released Acuity AI Studio generative AI engine built on Amazon Bedrock, with integrations into Genesys, Five9, and NICE.
Is TouchPoint One a public or private company?
TouchPoint One is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was TouchPoint One founded?
TouchPoint One was founded in 2014. It employs 1 to 10 people.
Where is TouchPoint One based?
TouchPoint One is headquartered in Indianapolis, United States, in the North America region.
How does TouchPoint One make money?
One revenue line is on record: saaS Subscription.
Who are TouchPoint One's main competitors?
Direct peers on record are Calabrio, EvaluAgent, PlayVox and Scorebuddy. Broad incumbents are NICE, Genesys, Five9 and Verint. Emerging players are ASAPP and Cresta.
Does TouchPoint One have an API?
Yes. Acuity offers seamless integration with common CRM and customer support systems, as well as APIs for custom connections. The platform supports enterprise integrations and data synchronization capabilities.
What industry is TouchPoint One in?
TouchPoint One's product category is Contact Center Performance Management Software. Its primary akta.pro industry code is EDABACAO, AI & Automation in Customer Service (Chatbots, Agent Assist), with a secondary code of HDAAAGAJ, B2B SaaS & Enterprise Personalization (CRM, Sales, Support). Its NAICS code is 513210 and its SIC code is 7372.