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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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Supplier directory

Customer service software

Want every enquiry tracked, every customer's history in one place and fewer contacts to handle? Compare CRM, help desk, chat, self-service and messaging software.

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

See 35 suppliers Read the buyer's guide

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Narrow it down

35 suppliers

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

  1. Verint

    Verint® helps the world's most iconic brands including over 85 of the Fortune 100 companies build enduring customer relationships by connecting work, data, and experiences across the enterprise.

    • Live chat & messaging

    Also offers AI & automation · Workforce management · Customer insights & research

    Listed since 2021

    View profile Visit website for Verint (opens in a new tab)

  2. [24]7

    • Live chat & messaging

    Based in Global Unclaimed profile

    View profile

  3. Aptean CRM Solutions

    • CRM & customer engagement

    Unclaimed profile

    View profile

  4. Chatvisor

    • Live chat & messaging

    Unclaimed profile

    View profile

  5. ClickSend

    • SMS & proactive notifications

    Based in Australia Unclaimed profile

    View profile

  6. Freshdesk

    • CRM & customer engagement
    • Help desk & ticketing

    Unclaimed profile

    View profile

  7. Glance

    • Live chat & messaging

    Unclaimed profile

    View profile

  8. GoTo Assist

    • CRM & customer engagement

    Unclaimed profile

    View profile

  9. ipSCAPE

    • Live chat & messaging

    Unclaimed profile

    View profile

  10. IPsoft

    • Self-service & portals

    Unclaimed profile

    View profile

  11. Jacada

    • Self-service & portals

    Unclaimed profile

    View profile

  12. NEXA

    • Self-service & portals

    Unclaimed profile

    View profile

  13. On Message

    • Self-service & portals

    Unclaimed profile

    View profile

  14. Oracle

    • Live chat & messaging

    Unclaimed profile

    View profile

  15. outThought

    • Self-service & portals

    Unclaimed profile

    View profile

  16. Parker Software

    • Live chat & messaging

    Unclaimed profile

    View profile

  17. Pega

    • Live chat & messaging

    Unclaimed profile

    View profile

  18. Provide Support

    • Live chat & messaging

    Unclaimed profile

    View profile

  19. QRight

    • Self-service & portals

    Unclaimed profile

    View profile

  20. Recursive Labs

    • Live chat & messaging

    Unclaimed profile

    View profile

Buyer's guide

Choosing customer service software? What to know before you buy

Overview

Which customer service software do you need?

Benefits

What does good customer service software change for your team?

  • Full context: agents see the customer's history without asking them to repeat themselves.
  • Faster resolution: less searching, better first contact resolution.
  • Nothing lost: every case has an owner, status and deadline.
  • Consistency: the same workflows and answers across agents, teams and channels.
  • Fewer contacts: self-service and proactive updates answer questions before customers ask.

Fit

How does it fit with your contact centre platform?

Customer service software usually sits alongside your contact centre or phone platform. The two need to share data: calls and chats should appear on the customer's record, and agents shouldn't switch between screens.

Some contact centre platforms include CRM, ticketing and chat; others connect to the CRM you already use. Check before you buy twice.

How to choose

How do you choose customer service software?

  1. Map your journeys first

    Know your main contact reasons and channels before you look at products.

  2. Check integration

    With your contact centre platform, website, billing and other core systems.

  3. Let agents try it

    Test the agent screen with real enquiries.

  4. Look at reporting

    Can you see volumes, backlogs, resolution and satisfaction without exporting data?

  5. Model total cost

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

FAQs

Customer service software FAQs

What is customer service software?

Software that helps teams manage customer enquiries: CRM, help desk and ticketing, live chat and messaging, self-service portals and notifications.

What is the difference between a CRM and a help desk?

A CRM holds the whole customer relationship: details, history and sales. A help desk tracks individual enquiries or tickets through to resolution. Many products now do both.

Do I need separate customer service software if I have a contact centre platform?

Not always. Some contact centre platforms include CRM, ticketing and chat. Others connect to a separate CRM or help desk.

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.

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