ImpactCX Manual Quality Management gives supervisors and quality teams a structured way to evaluate customer and employee interactions against QA standards and business policies. Reviewers select interactions, complete scorecards, record findings, and provide feedback. Scorecards can be customized to reflect internal policies, compliance requirements, customer service expectations, and operational goals. Managers can use evaluations to recognize strong performance, identify skill gaps, and guide agents through coaching workflows. Evaluation history and dashboards help teams follow QA trends, evaluator consistency, and performance. Recorded audio and screen activity can be reviewed in sync when available; the listed QA channel is voice. The package features include rule-based workflows, search and assignment, evaluation forms, contact review, dashboards, agent performance, manual transcription redaction, and coaching assignments. Compliance reviews are available, but AI-assisted scoring is not. ImpactCX offers SaaS, virtual appliance, on-premise hardware appliance, and hybrid deployment. Eventide, founded in 1971, created ImpactCX for enterprise contact centers and employee collaboration. Pricing varies with deployment and configuration. The ImpactCX AI plan is 18.00 USD per month, and ImpactCX AI+ is 30.00 USD per month, each listed per user per month. There is no free plan.
Who it is for
It suits organizations that need people to evaluate calls, screen activity, and interaction details against established QA standards and business policies. Teams looking for coaching workflows, compliance reviews, and evaluation reporting can use its structured review process.
What is good
- Customizable scorecards can reflect policies, compliance, service expectations, and goals.
- Managers can use reviews to identify skill gaps and coach agents.
- Dashboards and history track QA trends and evaluator consistency.
- Recorded audio and screen activity can be reviewed in sync when available.
- SaaS, appliance, on-premise, and hybrid deployment options are offered.
What to know first
- There is no free plan.
- AI-assisted scoring is unavailable.
- The listed QA channel is voice.
- Prices for the ImpactCX and ImpactCX QM plans are not provided.
Verdict
Choose ImpactCX Manual Quality Management if your organization needs human-led interaction reviews, configurable scorecards, and coaching workflows. Look elsewhere if AI-assisted scoring is a requirement or you need a free plan.
Get started with ImpactCX Manual Quality Management
- Visit the ImpactCX Manual Quality Management website.
- Choose among the listed ImpactCX plans.
- Select a deployment option: SaaS, virtual appliance, on-premise hardware appliance, or hybrid.
- Configure the solution for your deployment and requirements.
Limits to know first
There is no free plan. The ImpactCX and ImpactCX QM plans are listed at a per-user monthly list price without an amount; the listed AI plans cost 18.00 USD and 30.00 USD per month per user, respectively.
Questions about ImpactCX Manual Quality Management
Is there a free plan?
No, ImpactCX Manual Quality Management is paid and has no free plan.
What does it cost?
ImpactCX AI is 18.00 USD per month and ImpactCX AI+ is 30.00 USD per month, each billed at list price per user per month. The ImpactCX and ImpactCX QM plans are listed at a per-user monthly list price, but no amount is given.
Which platforms are listed?
The listed platforms are Android, API, extension, iOS, Linux, macOS, self-hosted, web, and Windows.
Does it offer AI-assisted scoring?
No. AI-assisted scoring is not available.
What deployment options are offered?
ImpactCX offers SaaS, virtual appliance, on-premise hardware appliance, and hybrid deployment.
Who makes ImpactCX?
Eventide created ImpactCX for enterprise contact centers and employee collaboration. Eventide says it was founded in 1971.
ImpactCX Manual Quality Management plans and pricing
All plansCompared on call center quality management software
- Free plan
- No
- Coaching workflows
- Yes
- AI-assisted scoring
- No
- Compliance reviews
- Yes
- QA channels
- voice
