Eventide ImpactCX brings more than 50 years of software and hardware innovation from high-accountability industries including 911, emergency communications, fire, FAA, SLED, and defense. ImpactCX extends Eventide’s proven expertise in secure recording, compliance, search, replay, retention, export, and audit into customer experience operations.

Built to support enterprise employee collaboration, contact centers, and two-way radio communications, ImpactCX gives organizations a trusted foundation for quality management, AI analytics, operational insight, compliance, and better customer outcomes.

ImpactCX helps organizations turn customer interactions into actionable insight while unifying call recording across the enterprise. It brings together multiple communication channels and communication solution providers into one application, with one user interface and one invoice.

For the organization, this creates a centralized, defensible recording foundation that supports compliance, audits, dispute resolution, and quality improvement. By combining secure recording, quality management, AI analytics, reporting, and real-time visibility, ImpactCX helps improve agent performance, coaching, customer satisfaction, operational efficiency, risk management, and overall service quality.

ImpactCX and Eventide support organizations across high-accountability industries where secure recording, compliance, auditability, and communication visibility are essential. These include utilities, transportation, healthcare, financial services, education, retail, public safety, 911 and emergency communications, fire departments, EMS, FAA and aviation, SLED, defense, and government.

ImpactCX brings Eventide’s proven recording experience into customer experience environments, helping organizations capture interactions, manage compliance, improve quality, support coaching, strengthen operational visibility, and deliver better customer outcomes across the enterprise.

ImpactCX supports integrations with more than 100 communication solutions across employee collaboration, contact centers, two-way radio, and customer experience platforms. This helps organizations unify recording and interaction management across multiple providers, channels, and systems.

Supported integration categories include:

Employee Collaboration: Microsoft Teams, Webex, Zoom, and other enterprise collaboration platforms.

Contact Center Integrations: Cisco, Avaya, RingCentral, Mitel, and other leading contact center and UCaaS/CCaaS platforms.

Two-Way Radio Integrations: Motorola, L3Harris, Tait, Kenwood, and other radio communication systems.

Yes. ImpactCX supports flexible infrastructure deployment options across cloud, virtual managed, and on-premises environments depending on each organization’s business strategy, technical needs, compliance requirements, and operational goals.

Customers can choose the model that best fits their needs, whether that is a fully cloud-based deployment, phased migration, hybrid architecture, managed virtual environment, or integration with existing infrastructure.

Yes. ImpactCX helps organizations design recording strategies that support 100% call and interaction recording where required. This may include voice, screen, chat, digital interactions, quality management, compliance recording, retention policies, search, playback, permissions, and reporting.

ImpactCX also helps organizations align recording practices with business, legal, privacy, regulatory, and operational requirements while creating a defensible record of customer and employee communications.

Yes. ImpactCX helps organizations evaluate security, compliance, regulatory, and certification requirements across North America. Depending on the solution, this may include encryption, access controls, identity management, audit logging, data residency, retention policies, privacy controls, and industry-specific requirements.

ImpactCX can also support organizations that need to review or align with standards and frameworks such as SOC 2, ISO 27001, HIPAA, PCI DSS, GDPR, FedRAMP, and other compliance or security requirements based on their industry, deployment model, and operational needs.

Yes. ImpactCX helps organizations identify practical AI and automation opportunities across the customer and employee experience, including real-time visibility and interaction intelligence.

This includes quality management automation, call summarization, conversation analytics, workflow optimization, operational insights, alerting, and agent call simulation training to help teams improve performance, reduce manual effort, and deliver better customer outcomes.

Eventide’s AI governance approach is focused on secure, controlled, and compliant use of AI in high accountability communication environments. ImpactCX and Critical Insights AI help organizations apply AI for transcription, quality management, analytics, reporting, research, and operational insight while maintaining control over user access, permissions, retention, auditability, and data security.

ImpactCX pricing depends on the selected package, number of users or channels, deployment model, integrations, retention requirements, and optional capabilities. Because each organization’s environment and requirements are different, a customized quote is recommended to determine the overall solution pricing.