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ACXPA Supplier Directory
Categories
Outsourced customer service See all 89 suppliers Customer service & supportSales & lead generationCollections & hardshipTechnical support & help deskAfter-hours, overflow & answeringDigital & social careBack-office & processingVirtual assistants & remote staff
Contact centre platforms See all 70 suppliers Cloud contact centre (CCaaS)Outbound dialersIVR, routing & callbacksHeadsets & hardwareVoice biometrics & authentication
Business phone systems See all 9 suppliers Phone systems & UCaaSNumbers, SIP & carriers
AI & automation See all 11 suppliers AI agents for voiceAI agents for chat & messagingAgent assist & copilotsWorkflow & process automation
Knowledge management See all 10 suppliers Agent knowledge basesCustomer-facing knowledge & FAQsProcess guidance & scripting
Customer service software See all 35 suppliers CRM & customer engagementHelp desk & ticketingLive chat & messagingSelf-service & portalsSMS & proactive notifications
Workforce management See all 11 suppliers Workforce management softwareWorkforce management services
Quality & performance See all 23 suppliers Quality management & auto QAConversation & speech analyticsRecording & complianceCX & AI testing and assuranceReporting & analyticsPerformance, coaching & gamification
CX insights & research See all 16 suppliers Surveys & voice of the customerCall quality assessment & mystery shoppingBenchmarking & researchJourney & CX analytics
Consulting & implementation See all 30 suppliers CX strategy & designContact centre operations & performanceTechnology selection & implementationAI strategy & adoptionOutsourcing advisory
Recruitment & staffing See all 37 suppliers Contact centre recruitmentTemporary & labour hireExecutive searchAssessment & testingOutplacement & career transition
Training & development See all 20 suppliers Frontline skillsTeam leaders & managersSpecialist skills (WFM, QA, sales, collections)Wellbeing & resilience
Specialist services See all 26 suppliers Data & lead listsTranslation & interpretingVoice, on-hold & IVR recordingPayments & PCI complianceStandards & certification
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Customer service software

CRM and customer engagement software

Want every agent to see the whole customer, not just today's enquiry? Compare CRM and customer engagement software and the partners who implement it.

Each supplier shows what they specialise in, so you can shortlist quickly.

9 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

  1. Aptean CRM Solutions

    • CRM & customer engagement

    Unclaimed profile

  2. Freshdesk

    • CRM & customer engagement
    • Help desk & ticketing

    Unclaimed profile

  3. GoTo Assist

    • CRM & customer engagement

    Unclaimed profile

  4. Sage CRM

    • CRM & customer engagement

    Unclaimed profile

  5. Salesforce

    • CRM & customer engagement

    Unclaimed profile

  6. Sugar CRM

    • CRM & customer engagement

    Unclaimed profile

  7. Twilio

    • CRM & customer engagement
    • SMS & proactive notifications

    Unclaimed profile

  8. Zendesk

    • CRM & customer engagement
    • Help desk & ticketing

    Unclaimed profile

  9. Zoho

    • CRM & customer engagement
    • Help desk & ticketing

    Unclaimed profile

Buyer's guide

Choosing a CRM for customer service? What to know before you buy

Overview

What does a CRM do for your service team?

  • Customer 360: details, products, history and open cases in one view.
  • Case management: enquiries tracked to resolution, with owners and deadlines.
  • Omnichannel inbox: calls, emails, chats and messages linked to the customer.
  • Marketing and sales links: service teams see campaigns and opportunities too.

Only need ticketing? See help desk and ticketing.

Integration

How should your CRM connect with your contact centre?

  • Screen pop: the customer's record opens when the call or chat arrives.
  • Click-to-dial and automatic logging of every contact.
  • Routing using CRM data, such as customer value or open cases.
  • One agent screen rather than switching systems.

How to choose

How do you choose a CRM or CRM partner?

  1. Start with service processes

    Your main case types and how they're resolved.

  2. Check contact centre integration

    Pre-built connectors for your platform, tested in a demo.

  3. Meet the implementation team

    Partners with service, not just sales, experience.

  4. Model total cost

    Licences, add-ons, implementation and admin over the full term.

FAQs

CRM for customer service FAQs

Do contact centres need a CRM?

Most benefit from one, so agents see customer history and every contact is recorded. Some contact centre platforms include CRM features.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

Supplier in this space? Make sure buyers can find you

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