TouchPoint One and Five9 Integration Empowers the Contact Center Workforce with an Integrated and Advanced Coaching, Engagement, and Performance Management System

TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, announced today that it has joined the Five9 (NASDAQ: FIVN) ISV Program. TouchPoint One has earned Five9 accreditation for its Acuity Contact Center Performance Management Solution which is now available via the Five9 App Marketplace. Acuity features pre-built integrations with the Five9 Intelligent Cloud Contact Center platform allowing seamless access to Acuity performance intelligence dashboards, coaching, gamification, virtual meeting, screen share, and other features.

“Contact centers faced unexpected challenges last year as they shifted some or all of their employees to working from home, accelerating their shift to digital contact center solutions,” said Walt Rossi, Five9 Vice President of Business Development. “TouchPoint One’s solutions help solve two of the biggest challenges that come with a decentralized workforce: getting a real-time view of performance and keeping employee engagement levels high.”

With integrations into Five9 and various customer, workforce, and vendor engagement data sources, TouchPoint One users no longer need to interpret performance status based on numerous siloed reports. Touchpoint One’s digital performance and engagement management platform collects and synthesizes data from multiple systems in real-time, generating customized KPIs and role-based scorecards that customers can use as a “single source of truth” on their organization’s performance.