New platform combines interaction recording, AI-powered insights and automated workflows for contact centers and employee collaboration

Eventide Communications has launched ImpactCX, a unified communications intelligence platform designed for contact centers and employee collaboration environments.

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

Automating Contact Center Workflows

ImpactCX uses AI to automate time-intensive operational tasks, including quality assurance workflows, data retrieval and administrative processes. By reducing manual work, the platform is designed to help contact centers increase operational capacity while allowing employees to focus on activities that require human expertise.

The platform supports both Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) environments.

Capturing Communications Across Channels

Eventide said ImpactCX can capture 100% of interactions across communication channels, including customer conversations, internal employee communications and team collaboration.

The platform is designed to help organizations maintain accurate communication records while supporting compliance requirements and reducing regulatory risk in industries where evidentiary-grade records are important.

Its capabilities include recording, storage, analysis, retrieval and long-term preservation of communications.

Supporting Migration and Existing Infrastructure

ImpactCX is designed to integrate with existing recording environments, allowing organizations to modernize their communications infrastructure while preserving previous technology investments.

The platform is engineered for high availability and limited upgrades, with deployment options that can be adapted to different organizational requirements. Eventide also emphasizes migration capabilities intended to minimize operational disruption.

Security and Operational Resilience

The solution incorporates high-availability architecture, resiliency and cybersecurity capabilities for organizations that depend on communications systems for mission-critical operations.

Eventide said customers are supported by U.S.-based partner and manufacturer resources, with the platform designed to provide long-term stability and performance across contact center and employee collaboration environments.

Extending Eventide’s Communications Intelligence Portfolio

ImpactCX extends Eventide Communications' more than 35 years of experience in software, hardware and mission-critical communications into modern CCaaS and UCaaS 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 through Eventide Communications' direct sales channels and its network of CCaaS and UCaaS integrators.