OneTouch Direct Launches OneTouch AIQ

A n AI driven omnichannel quality assurance contact center solution

Tampa, Florida (May 8, 2024) – OneTouch Direct, a global business process outsourcing and
collections company, today introduced OneTouch AIQTM, an AI driven omnichannel quality assurance
solution. Designed to enhance and streamline oversight, OneTouch AIQTM analyzes every facet of
customer interactions in real-time, flagging compliance and performance issues while uncovering
critical insights. From ensuring brand and product knowledge to safeguarding our clients’ brand
reputation, OneTouch AIQTM provides actionable recommendations to enhance agent training and
elevate customer satisfaction.

“As a company, we take great pride in our commitment to pioneering innovative solutions that
address real-world challenges. The introduction of OneTouch AIQTM marks a significant milestone in
our journey toward offering comprehensive contact center and enterprise solutions to an even
wider global audience,” said Chris Reed, COO and co-founder at OTD. “We’re excited to continue
leading the way in delivering transformative solutions that empower businesses to thrive in an
increasingly interconnected world.”

OneTouch AIQTM is the next evolution of customer care, ensuring excellence across 100% of
customer contacts, guaranteeing unmatched quality and consistency. A cutting-edge AI driven
omnichannel quality assurance solution, OneTouch AIQTM elevates the customer experience,
streamlines operations, and safeguards each client’s brand reputation – redefining excellence in
every interaction.

“OneTouch AIQTM will transform the contact center quality assurance process,” said Yvonne Torrijos,
Chief Sales Officer. “By harnessing the power of machine learning, this new offering audits 100% of
customer interactions on all communications channels ensuring adherence to quality standards and
identifying areas for improvement with unparalleled accuracy for both internal teams and partners.”
Key features of our AI-driven quality assurance solution include:

• 100% audited interactions. On all communication channels – in any language – for internal
teams or vendors – in real-time, post, or both.

• Data informed decisions. Detect trends and gain actionable insights whether operational,
technological, compliance, or coaching opportunities.

• Robust AI driven compliance. Ensure compliance, reduce risk, increase QA productivity.
FDCPA and UDAAP compliance built in.

• Empower employees. Discover training opportunities and boost agent performance with
targeted video-assisted training.

• Identify exemplary interactions. Reinforce positive behaviors and outcomes; support agents
with positive feedback, recognition, and rewards.

• Enhance your existing scorecards. Interactions are audited using your unique evaluation
criteria, then modified and updated based on the insights revealed.

• AI tool continually learns and improves over time. Sharpening QA expectations and
improving call results.

About OneTouch Direct
OneTouch Direct is a global business process outsourcing and collections company offering
integrated omni-channel customer communications designed to drive exceptional customer
interactions and enhance our clients’ brands. Rooted in our passion and deep expertise, OneTouch
Direct creates unified brand experiences that break the rules and foster meaningful relationships.
Our innovative services, customized solutions, real-time analytics, and management expertise serve
a global customer market base spanning North America, Europe, Asia Pacific, Latin America and the
Caribbean. Partnering with some of the world’s most recognizable brands, we deliver solutions
designed to meet our client’s present and future challenges. For over 20 years, our people-centric,
data driven outsourcing solutions power better revenues and profitability across the full customer
life cycle. For more information visit https://www.onetouchdirect.com/.
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Media Contact:
Yvonne Torrijos, Chief Sales Officer
yvonne.torrijos@onetouchdirect.com