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TouchPoint One Quality Management

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What TouchPoint One Quality Management is

TouchPoint One Quality Management is a quality assurance component of Acuity, a cloud performance management platform for contact center operations. It covers voice, chat, support tickets and text-based customer interactions. Auto QA analyzes all customer interactions across these channels and supplies immediate feedback and AI-driven insights. Flexible scorecards and filterable dashboards help teams examine results at different organizational levels. Automated workflows include acknowledgements, timestamped supervisor coaching, disputes or rebuttals, scheduled form release and scorecard routing. Reporting includes standard quality and compliance reports, custom reports, audit logs, scorecard trackers and pass/fail summaries. The product connects with CRM and customer support systems, as well as in-house or other systems through API connections, data connectors, REST API calls and SFTP. Auto QA monitors regulatory and policy adherence. Administrator-granted CAPA permissions control what users can view, create or edit, and the product page describes CAPA as customizable. Acuity Core includes hosting, support and general software updates. Listed plans start at $29.23 per user per month, with a minimum of 100 users.

Who it suits

It suits contact center operations teams that need quality reviews across voice and digital channels, along with coaching and compliance workflows. The 100-user minimum makes the listed Acuity plans relevant to larger teams.

What it does well

  • Auto QA analyzes interactions across all listed channels.
  • Workflows include timestamped coaching and dispute handling.
  • Reports include audit logs and pass/fail summaries.
  • Supports API, data connectors, REST and SFTP integrations.

What to know first

  • No free plan is listed.
  • Monthly SaaS fees require a minimum of 100 users.
  • Support hours are Monday through Friday, 7 AM to 6 PM.

Limits

Acuity SaaS fees require a minimum of 100 users. Acuity Plus includes quality and compliance monitoring as an add-on rather than in its core package.

Plans

PlanBilled and limitsPrice
Acuity CoreMonthly SaaS fees are based on a minimum of 100 users. · Minimum 100 users · includes hosting, support and general software updates · core platform features$29.23 a month
Acuity PlusMonthly SaaS fees are based on a minimum of 100 users. · Minimum 100 users · includes Acuity Core plus one or more add-on modules · quality and compliance monitoring is an add-on$29.23 a month
Acuity MaxMonthly SaaS fees are based on a minimum of 100 users. · Minimum 100 users · includes Acuity Core and the full suite of Tier 1 and Tier 2 add-on modules$41.61 a month

As touchpointone.com lists them, read 7 Oct 2026. The maker's own page has the final word.

Getting started

  1. Open the Quality Management product page
  2. Choose an Acuity plan with the 100-user minimum
  3. Select Acuity Core, Plus or Max
  4. Connect CRM or support systems through connectors, REST API or SFTP
  5. Configure scorecards, workflows and CAPA permissions
  6. Use the web platform or API

Verdict

TouchPoint One combines interaction scoring, coaching workflows and compliance reporting for contact center operations. Check the 100-user minimum and whether the required monitoring add-on fits the chosen Acuity plan.

Questions

How much does it cost?

Acuity Core and Acuity Plus are listed at $29.23 per user per month. Acuity Max is $41.61 per user per month. Monthly SaaS fees have a 100-user minimum.

Is there a free plan?

No. The product is paid and no free plan is listed.

Which channels does it review?

It supports voice, chat, support tickets and text-based customer interactions.

Which platforms are available?

The listed platforms are web and API.

What does Acuity Core include?

Acuity Core includes hosting, support, general software updates and core platform features.

How can it integrate with other systems?

It supports data connectors, REST API calls and Secure FTP, and connects with CRM and customer-support systems.

Facts from TouchPoint One Quality Management's own pages

Access controls
CAPA user permissions are administrator-granted and control what a user may view, create, or edit. · touchpointone.com, 7 Oct 2026
Auto QA
Auto QA analyzes 100% of customer interactions across all channels and provides immediate feedback and AI-driven insights. · touchpointone.com, 7 Oct 2026
Channels
The quality assurance solution supports voice, chat, support tickets, and text-based customer interactions. · touchpointone.com, 7 Oct 2026
Customization
The product page describes the CAPA solution as 100% customizable to meet customer needs. · touchpointone.com, 7 Oct 2026
Headquarters
Indianapolis, Indiana, United States · touchpointone.com, 28 Sept 2026
Integration methods
Acuity supports data connectors, REST API calls, and Secure FTP (SFTP) for system and data integration. · touchpointone.com, 7 Oct 2026
Integrations
The product page says it connects with popular CRM and customer support systems and supports API connections to in-house or other systems. · touchpointone.com, 7 Oct 2026
Notable pricing limit
Monthly Acuity SaaS fees are based on a minimum of 100 users. · touchpointone.com, 7 Oct 2026
Purpose
Quality Management is part of Acuity, a cloud performance management platform for contact center operations. · touchpointone.com, 7 Oct 2026
Reporting
The product offers standard quality and compliance reports, custom reports, audit logs, scorecard trackers, and pass/fail summaries. · touchpointone.com, 7 Oct 2026
Scorecards
Flexible scorecards provide analytic modeling, and dashboards support filter-based drill-down at any organizational level. · touchpointone.com, 7 Oct 2026
Security and compliance
Auto QA continuously monitors for regulatory and policy adherence, and the product page says this helps mitigate risks. · touchpointone.com, 7 Oct 2026
Support
The pricing page says Acuity Core includes hosting, support, and general software updates. · touchpointone.com, 7 Oct 2026
Support hours
TouchPoint One lists support hours as Monday through Friday, 7:00 AM to 6:00 PM. · touchpointone.com, 7 Oct 2026
Workflow
Automated QM processing includes acknowledgements, supervisor coaching with timestamps, disputes or rebuttals, scheduled form release, and scorecard routing. · touchpointone.com, 7 Oct 2026

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