Skip to content

New home, new design, new features. The ACXPA Supplier Directory has moved from cxdirectory.com.au.

See what's new
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
Industry bodies For suppliers Sign in List your business

Supplier directory

Knowledge management software for contact centres

Agents putting customers on hold to search shared drives, or giving different answers to the same question? Compare knowledge management systems for contact centres.

Each supplier shows what they specialise in, from agent knowledge bases to customer help centres and guided processes.

See 10 suppliers Read the buyer's guide

Filter suppliers

Narrow it down

10 suppliers

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

  1. Upland Panviva

    Upland Panviva delivers next-generation, AI-powered guidance for complex organizations. Ensure compliance and competitiveness with real-time recommendations.

    • Process guidance & scripting

    Listed since 2026

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

  2. 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.

    • Agent knowledge bases

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

    Listed since 2021

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

  3. Document360

    • Agent knowledge bases
    • Customer-facing knowledge & FAQs

    Based in United Kingdom Unclaimed profile

    View profile

  4. Helpjuice

    • Customer-facing knowledge & FAQs

    Unclaimed profile

    View profile

  5. KnowledgeIQ by Knosys

    • Agent knowledge bases

    Unclaimed profile

    View profile

  6. Knowmax

    • Agent knowledge bases
    • Process guidance & scripting

    Based in India Unclaimed profile

    View profile

  7. livepro

    • Agent knowledge bases
    • Customer-facing knowledge & FAQs

    Unclaimed profile

    View profile

  8. Oracle

    • Agent knowledge bases

    Unclaimed profile

    View profile

  9. Upland Software

    • Agent knowledge bases

    Unclaimed profile

    View profile

  10. Zingtree

    • Process guidance & scripting

    Based in United States Unclaimed profile

    View profile

Buyer's guide

Choosing a knowledge management system? What to know before you buy

Overview

What does a knowledge management system do for your contact centre?

A knowledge management system (KMS) is one trusted place for the product details, procedures, policies and compliance wording your agents and customers need, delivered at the moment it's needed.

Benefits

Why does good knowledge management pay off?

  • Faster answers: less hold time and shorter calls.
  • Consistent answers across agents and channels.
  • Faster onboarding: new starters rely less on memory and colleagues.
  • Compliance: approved wording and procedures, with a record of changes.
  • Better self-service: customers find answers without contacting you.

AI

How is AI changing knowledge management?

  • Suggested answers: AI listens to the conversation and surfaces the right article without a search.
  • Generated answers: a direct answer drawn from your articles instead of a list of links.
  • Powering bots: the knowledge base feeds your chatbots and virtual agents.
  • Finding gaps: searches with no good answer show where content is missing.

AI is only as good as the content behind it. Out-of-date or conflicting articles produce confident wrong answers, so ownership and review processes matter more than ever.

How to choose

How do you choose a knowledge management system?

  1. Test search with real questions

    Use the way agents and customers actually phrase things.

  2. Check authoring and approval

    Easy editing, review dates and approval workflows keep content current.

  3. Confirm integration

    Inside your agent desktop, CRM, website and bots, not another tab.

  4. Look at reporting

    Most used articles, failed searches and feedback from agents.

  5. Plan who owns content

    Software doesn't fix knowledge nobody maintains.

FAQs

Knowledge management FAQs

What is a knowledge management system?

Software that stores, organises and delivers the information agents and customers need, such as product details, procedures and policies, from one trusted source.

How is a KMS different from SharePoint or an intranet?

A KMS is built for fast answers during live contacts, with search, guided processes, review workflows and reporting. Intranets are usually built for storing documents.

Do you still need a knowledge base if you use AI?

Yes. AI answers are only as accurate as the knowledge behind them, so a well-maintained knowledge base is the foundation.

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

Listing is free. Claim your profile, choose your specialties and show buyers what you do best.

List your business free