Unified communications for utilities and critical infrastructure

Utilities and critical infrastructure organizations manage high volumes of communications across customer service, administration, employee collaboration, dispatch, and field coordination. ImpactCX helps unify voice, digital, Two-Way Radio, and screen interactions in one platform to improve service quality, strengthen compliance, increase operational visibility, and support better coordination across business and service operations.

Built for reliable utility operations

Built on Eventide’s trusted recording foundation, ImpactCX helps utilities capture and manage communications across departments where responsiveness, accountability, and continuity matter most. With support for on-premises, virtual, SaaS, and hybrid deployment models, organizations can align recording strategy to operational, infrastructure, and compliance requirements.

Improve workforce performance and service visibility

ImpactCX extends beyond recording with quality management, AI-powered analytics, advanced reporting, and agent coaching tools that help improve workforce performance, reduce manual review effort, strengthen customer service operations, and support better employee and customer experiences. Backed by U.S.-based support and professional services, ImpactCX is designed for organizations that need flexibility, reliability, and visibility across complex communications environments.

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Key recording integrations and capabilities

Integrate recording across utility communication systems, collaboration platforms, contact centers, telephony environments, and critical operational infrastructure.

Centralized recording for utility operations

ImpactCX helps utilities centralize recordings across administrative, employee, and customer-facing environments. The platform supports secure archival storage, resilient system design, and flexible deployment models to help organizations maintain reliable access to important communications.

Integrations across utility communication platforms

ImpactCX also integrates with leading, collaboration, and contact center platforms including Avaya, Cisco, Mitel, Zoom, Microsoft Teams, and Webex Calling, helping utilities unify recordings across customer operations, employee communications, administrative functions, and service coordination environments.

Support for complex utility communication systems

Recording capabilities span a broad range of communications sources, including analog audio, T1/E1 and ISDN circuits, digital and VoIP telephones, SIP trunks, SIP phones, dispatch consoles, Two-Way Radio systems, RoIP networks, and Windows and Linux screen activity.