TouchPoint One to demo new AI coaching and gamification tools at CCW 2026

By AI, Created 1:11 PM UTC, May 29, 2026, /AGP/ – TouchPoint One will showcase new Acuity AI and gamification features at Customer Contact Week 2026 in Las Vegas from June 22-25. The lineup includes AI Studio, TrainingCamp, Auto QA, Auto CSAT enhancements and the debut of Frontline Draw, aimed at improving contact center performance, retention and customer experience.

Why it matters: - TouchPoint One is positioning Acuity as a platform for contact centers trying to use AI without losing the human side of operations. - The company is targeting leaders who want measurable gains in coaching, quality, engagement and retention. - The new features are designed to show how data and game mechanics can support frontline performance at scale.

What happened: - TouchPoint One said it will return to Customer Contact Week 2026 from June 22-25 at Caesars Forum in Las Vegas. - The company will demo Acuity at Booth #1329 in the A-GAME Leagues Tiki Beach Pavilion. - The booth will feature live demonstrations of new Acuity capabilities. - Greg Salvato, TouchPoint One CEO, said the company is bringing four new capabilities to the event.

The details: - Acuity is a cloud-based platform that unifies data management, AI-powered coaching, quality management and gamification. - The platform connects with CCaaS, WFM, CRM and quality systems to create a single operational view. - Acuity uses that data for AI-driven coaching, automated quality evaluation, real-time dashboards and gamification. - The company says the platform is built to improve performance, retention and customer experience. - Acuity AI Studio is a configurable generative AI engine that uses client operational data to generate coaching plans, training simulations, quality intelligence, executive insight reports and workforce stability indicators. - The first major Sidekick enhancement in AI Studio creates individualized agent coaching plans from performance data, evaluated interactions and the organization’s own scoring logic. - TrainingCamp generates realistic practice scenarios in minutes from interaction recordings, SOPs and quality scorecards. - TrainingCamp also includes automatic post-session coaching plans, transcription and scoring of trainee calls and executive readiness dashboards. - TrainingCamp can be deployed on its own or as part of Acuity. - Auto QA expands AI-driven quality and compliance evaluation at scale. - Auto CSAT produces customer satisfaction assessment and insight from AI-powered evaluation of the customer interaction itself. - TouchPoint One says Auto CSAT gives a more accurate read on customer experience than traditional post-call surveys. - Frontline Draw is making its debut at CCW as a poker-themed gamification feature. - Frontline Draw is designed for weekly executive-to-agent engagement and ties competition to performance outcomes. - Other Booth #1329 activities include the CCW Demo Drive, A-GAME Leagues Gridiron Season XII Kick-Off and private Acuity demos. - TouchPoint One says attendees can get a demo, collect a stamp and enter to win swag and gift cards. - The company says the GridIron Season XII preview will include early-bird pricing. - Attendees can book one-on-one sessions to discuss performance, quality, coaching or engagement challenges. - TouchPoint One is headquartered in Indianapolis and says Acuity is used by organizations across multiple industries. - More information is available on TouchPoint One’s website.

Between the lines: - The announcement reflects a broader shift in contact centers from AI experimentation toward operational proof. - TouchPoint One is leaning on a mix of automation and gamification to differentiate Acuity from point tools. - The emphasis on ROI, data foundations and methodology suggests the market is becoming more skeptical of AI claims that are not tied to measurable outcomes.

What’s next: - TouchPoint One will unveil the new Acuity capabilities during CCW 2026 in late June. - The company is using the event to book private demos and conversations with contact center leaders. - The booth rollout should give prospective buyers a closer look at how the platform handles coaching, quality and frontline engagement.

The bottom line: - TouchPoint One is betting that contact center buyers want AI that improves performance in ways they can measure, not just tools that sound advanced.