ImpactCX Manual Quality Management review
A structured manual QA system for teams that prioritize review consistency over AI scoring.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
ImpactCX Manual Quality Management is a quality assurance product for enterprise contact centers and employee collaboration environments. It supports manual interaction selection and review, customizable scorecards, reviewer comments, scoring, documentation, coaching feedback, evaluation history, and QA dashboards. Its focus suits organizations that want structured, human-led evaluation for compliance, training, employee development, and performance tracking.
The lineup separates recording, quality management, and AI capabilities. ImpactCX includes compliance recording, while ImpactCX QM adds quality management, rule-based workflows, search and assignment, evaluation forms, contact review, and dashboards. ImpactCX AI is listed at $18 per user per month with monthly billing and adds AI-powered quality management. ImpactCX AI+ is listed at $30 per user per month with monthly billing and includes the full AI suite. The core manual product remains the fit for teams that want reviewer-led workflows rather than AI-assisted scoring.
Its standout capability is the connection between structured evaluation and ongoing coaching. Teams can align scorecards with QA standards and business policies, document findings, track evaluation history, and use dashboards to examine QA trends and evaluator consistency. Synchronized review of recorded audio and screen activity can support deeper interaction analysis when that material is available. Integrations include Avaya Aura AES, Cisco Built-In Bridge, Mitel SRC, RingCentral, Zoom, Microsoft Teams, and Webex Calling. Choose ImpactCX Manual Quality Management for established manual QA operations; teams seeking AI-powered quality management should consider the separately listed AI tiers.
ImpactCX Manual Quality Management pros and cons
- Where it wins
- Custom scorecards, reviewer comments, scoring, and evaluation history
- Coaching workflows, dashboards, and evaluator-consistency tracking
- Integrates with Avaya, Cisco, Mitel, RingCentral, Zoom, Teams, and Webex
- Where it doesn't
- The core product does not provide AI-assisted scoring
- Synchronized audio and screen review depends on recordings being available
- There is no free plan
ImpactCX Manual Quality Management fact sheet, pricing and score →
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