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ImpactCX Manual Quality Management
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What ImpactCX Manual Quality Management is
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 a month, and ImpactCX AI+ is $30 a month, each listed per user per month. There is no free plan.
Who it suits
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 it does well
- 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.
Limits
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 a month per user, respectively.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| ImpactCX | List price per user / per month · Compliance recording | On request |
| ImpactCX AI | List price per user / per month · AI-powered quality management | $18 a month |
| ImpactCX AI+ | List price per user / per month · Full AI suite | $30 a month |
| ImpactCX QM | List price per user / per month · Quality management; price may vary by deployment, users or channels, add-ons, integrations, storage, support, and configuration | $15 a month |
As eventideicx.com lists them, read 20 Sept 2026. The maker's own page has the final word.
Getting started
- 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.
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.
Questions
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 a month and ImpactCX AI+ is $30 a 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.
Facts from ImpactCX Manual Quality Management's own pages
- Audio and screen review
- Recorded audio and screen activity can be reviewed in sync when available. · eventideicx.com, 8 Oct 2026
- Coaching
- Managers can use completed reviews to give feedback, recognize strong performance, identify skill gaps, and guide agents toward better outcomes. · eventideicx.com, 8 Oct 2026
- Company history
- Eventide says it was founded in 1971 in Little Ferry, New Jersey, and created ImpactCX for enterprise contact centers and employee collaboration. · eventideicx.com, 8 Oct 2026
- Deployment
- ImpactCX offers SaaS, virtual appliance, on-premise hardware appliance, and hybrid deployment options. · eventideicx.com, 8 Oct 2026
- Founded
- 1971 · eventideicx.com, 28 Sept 2026
- Integrations
- ImpactCX lists 100+ integrations and names Zoom, Microsoft Teams, Webex Calling, Mitel, and RingCentral among its employee collaboration integrations. · eventideicx.com, 8 Oct 2026
- Intended users
- The maker describes the product as designed for organizations that require human-led evaluation of calls, screen activity, and interaction details against QA standards and business policies. · eventideicx.com, 8 Oct 2026
- Package features
- The pricing page lists rule-based workflows, search and assign, evaluation forms, contact review, dashboards, agent performance, manual transcription redaction, and agent coaching assignments under Manual quality management. · eventideicx.com, 8 Oct 2026
- Pricing variation
- Overall solution pricing may vary by deployment requirements, package, number of users or channels, add-on modules, integrations, storage, support, and other configuration factors. · eventideicx.com, 8 Oct 2026
- Purpose
- Manual Quality Management helps supervisors and quality teams evaluate customer and employee interactions through a structured QA process. · eventideicx.com, 8 Oct 2026
- Reporting
- The product offers evaluation history and dashboards for QA trends, evaluator consistency, and performance insights. · eventideicx.com, 8 Oct 2026
- Reviews
- Reviewers can select interactions, complete scorecards, document findings, and provide feedback. · eventideicx.com, 8 Oct 2026
- Scorecards
- Customizable scorecards can align evaluations with internal policies, compliance requirements, customer service expectations, and operational goals. · eventideicx.com, 8 Oct 2026
- Security
- The maker says security capabilities vary by product and deployment and may include GovCloud hosting, FIPS 140-2/3 options, HIPAA-supporting controls, and SOC-aligned practices. · eventideicx.com, 8 Oct 2026