Platform delivers 100% interaction capture, automated workflows and access to operational insights in UCaaS and CCaaS environments

Eventide Communications announced the launch of ImpactCX, its unified communications intelligence platform for contact centers and employee collaboration.

The platform brings compliance recording, automated quality management, conversation intelligence, AI-powered insights, employee training, screen recording, reporting and operational visibility into a single solution.

By automating time-intensive tasks in contact centers and back-office operations, including quality assurance workflows, data retrieval and administrative processes, ImpactCX uses AI to help increase operational capacity, enabling teams to focus on high-value, high-impact work that requires human expertise.

Backed by Eventide Communications’ more than 35 years of experience in software, hardware and mission-critical communications, ImpactCX is purpose-built for Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) environments.

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The solution enables organizations to capture 100% of interactions across all communication channels, including internal employee communications and team collaboration, while supporting daily productivity and helping reduce compliance and regulatory risk in highly regulated environments that rely on accurate, evidentiary-grade records.

Engineered for no downtime, smooth migration and simple, limited upgrades, the platform integrates with existing recording environments, preserving prior investments while modernizing infrastructure in unified contact centers. Organizations can choose from flexible deployment options based on their requirements.

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Customers benefit from long-term stability and performance supported by dedicated U.S.-based partner and manufacturer resources. With high-availability architecture, resiliency and robust cybersecurity, the solution provides a secure, reliable foundation for mission-critical communications.

The platform extends Eventide’s recording and operational intelligence capabilities to organizations that depend on accurate communication records in contact center and employee collaboration environments.

“ImpactCX supports the full lifecycle of mission-critical and enterprise communications — from capture and storage to analysis, retrieval and long-term preservation,” said Mark Traeger, vice president of sales and business development at Eventide Communications.

ImpactCX is available immediately from Eventide Communications through direct channels and an expanded network of CCaaS and UCaaS integrators.