Unified communications for retail and e-commerce operations

Retail and e-commerce organizations manage high volumes of communications across customer care, online sales, order support, store operations, fulfillment coordination, employee collaboration, and field communications. ImpactCX helps unify voice, digital, Two-Way Radio, and screen interactions in one platform to improve customer experience, strengthen compliance, support dispute resolution, reduce fraud risk, and increase visibility across fast-moving retail operations.

Built for fast-moving retail and customer service environments

Built on Eventide’s trusted recording foundation, ImpactCX helps retailers capture and manage communications across departments where responsiveness, service consistency, accountability, and operational coordination matter most. With support for on-premises, virtual, SaaS, and hybrid deployment models, retail organizations can align recording strategies to their infrastructure, security, compliance, and operational requirements.

Improve customer experience, visibility, and operational performance

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, identify service gaps faster, and support better customer and employee experiences. Backed by U.S.-based support and professional services, ImpactCX is designed for retail and e-commerce organizations that need flexibility, reliability, and visibility across complex communications environments.

Key recording integrations and capabilities

Integrate recording across retail and e-commerce communication systems, collaboration platforms, contact centers, telephony environments, and operational infrastructure.

Centralized recording for retail and e-commerce operations

ImpactCX helps retail and e-commerce organizations centralize recordings across customer-facing, employee, store support, fulfillment, and operational communications 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 retail communication platforms

ImpactCX also integrates with leading enterprise, collaboration, and contact center platforms including Avaya, Cisco, Mitel, Zoom, Microsoft Teams, and Webex Calling, helping retailers unify recordings across customer service, employee communications, contact center operations, store support, and business operations.

Support for complex retail communication systems

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