ImpactCX Manual Quality Management

ImpactCX Manual Quality Management gives supervisors and quality teams a structured way to evaluate customer and employee interactions. Reviewers can select interactions, complete scorecards, record findings, and provide feedback. Scorecards can be tailored to internal policies, compliance requirements, service expectations, and operational goals. Managers can use reviews to recognize strong performance, identify skill gaps, and coach agents. Evaluation history and dashboards show QA trends, evaluator consistency, and performance insights. Recorded audio and screen activity can be reviewed in sync when available; the listed QA channel is voice. Package features include rule-based workflows, search and assignment, evaluation forms, contact review, dashboards, agent performance, manual transcription redaction, and coaching assignments. Coaching workflows and compliance reviews are available, but AI-assisted scoring is not. Eventide offers SaaS, virtual appliance, on-premise hardware appliance, and hybrid deployments. Pricing varies with configuration; the ImpactCX AI plan is $18 a month and ImpactCX AI+ is $30 a month, each listed per user per month. There is no free plan.

ImpactCX Manual Quality Management centers on human-led reviews, feedback, and coaching, with dashboards for tracking evaluation patterns. Its deployment choices are broad, while pricing depends on the selected package and configuration.

The product is designed for organizations that need people to evaluate calls, screen activity, and interaction details against QA standards and business policies. It may suit teams that want structured reviews and agent coaching.

ImpactCX Manual Quality Management is a human-led QA system for contact-center supervisors and quality teams. It is a strong fit for organizations that want customized voice reviews connected to coaching, but not for teams that require AI-assisted scoring.

Overview

Reviewers select interactions, complete scorecards, document findings and give feedback. Custom scorecards can reflect a company’s policies, compliance needs, service standards and operating goals, which favors teams with established QA criteria over those looking for automated scoring. Its QA channel is voice; recorded audio and screen activity can be reviewed in sync when available.

Eventide, the company behind ImpactCX, was founded in 1971 and built the platform for enterprise contact centers and employee collaboration. Deployment options span SaaS, virtual appliance, on-premise hardware appliance and hybrid setups. ImpactCX names more than 100 integrations, including Zoom, Microsoft Teams, Webex Calling, Mitel and RingCentral. Security capabilities depend on product and deployment; options may include GovCloud hosting, FIPS 140-2/3, HIPAA-supporting controls and SOC-aligned practices.

Key features

• Structured review workflows: Evaluation forms, contact review, search-and-assign tools and rule-based workflows help teams organize reviews around a repeatable process. That structure is useful where consistency matters, though the evaluation itself remains manual.
• Coaching assignments: Managers can use review findings to recognize strengths, address skill gaps and guide agents toward better outcomes. Coaching workflows connect QA scores to follow-up rather than leaving them as isolated records.
• Dashboards and history: Reporting surfaces evaluation history, QA trends, evaluator consistency and performance insights, giving teams a way to monitor patterns across reviews.
• Redaction: Manual transcription redaction is included among the package features, but it is not AI-assisted scoring; teams seeking automated evaluation should look elsewhere.

Pricing

ImpactCX has no free plan, and pricing varies with deployment, package, user or channel counts, add-on modules, integrations, storage, support and other configuration choices. The two lower tiers use custom pricing, billed at list price per user per month, so budget-conscious buyers should get a configuration-specific quote before comparing costs.

• ImpactCX: Custom pricing, billed at list price per user per month; includes compliance recording. It is the narrower option for organizations primarily seeking that capability, but it does not include the quality-management feature set described in the next tier.
• ImpactCX QM: Custom pricing, billed at list price per user per month; adds quality management, rule-based workflows, search and assign, evaluation forms, contact review and dashboards. This is the relevant package for teams buying manual QA, though final cost depends on the selected configuration.
• ImpactCX AI: $18 a month, billed at list price per user per month, for AI-powered quality management. Teams should not treat this as a substitute for the manual product’s custom QA workflow without confirming their required capabilities.
• ImpactCX AI+: $30 a month, billed at list price per user per month, for the full AI suite. It is the higher-priced AI option, not the clearest fit for buyers specifically seeking human-led scoring.

Platforms

ImpactCX supports Android, iOS, Linux, macOS, Windows and web, as well as API, extension and self-hosted access. The range of deployment choices suits organizations with varied infrastructure needs, while the right setup and its cost will depend on configuration.

Who it's for

This is best for organizations that evaluate voice interactions against defined QA standards and business policies, and want supervisors to connect reviews with coaching and reporting. It is less suitable for teams that need AI-assisted scoring or QA beyond voice.

Pros and cons

• Pros: Custom scorecards can align evaluations with internal standards; coaching workflows turn review findings into agent follow-up; multiple deployment models and more than 100 integrations give enterprise teams flexibility.
• Cons: AI-assisted scoring is not part of the manual QA offering; QA channels are voice; custom pricing and configuration variables make costs harder to compare upfront.

Alternatives

Convin is worth considering for teams that want a free plan or trial alongside automated audit workflows and reporting. QualityDesk suits smaller teams looking for a free tier capped at 10 users, with evaluation, coaching, knowledge-base access and templates; its Starter plan is €339 a month.

Medallia is an alternative for buyers considering experience-data pricing in annual tiers with unlimited users included. MaestroQA offers a free plan with 100 Agent Runs per month and unlimited Q&A, making it a candidate for teams that want a free starting point. Voxjar has a free Basics tier capped at three users and about two hours of Auto QA, for teams seeking a limited no-cost entry point.

Abacus QMS, AmplifAI Quality Assurance and Click2Coach are other options to compare. Browse the Call Center Quality Management Software list for more products in the category.

Verdict

Choose ImpactCX Manual Quality Management if your organization needs configurable, human-led voice reviews tied to coaching, reporting and enterprise deployment choices. Its central strength is the connection between structured evaluation and agent development; look elsewhere if AI-assisted scoring or broader QA channels are essential.