Genesys Integrations: Get Answers On-demand to Resolve Inquiries Faster
Shelf’s Genesys integrations enable an optimal support ecosystem that delivers answers on-demand and manages knowledge with ease.
Drive your Generative AI initiatives
Connect and process content from different repositories
Implement federated search across content sources
Utilize our APIs and SDKs to power any application
With Genesys Integration, Deliver Answers Directly Inside Chat, Voice, SMS, and Email
In our Genesys integration, Shelf listens to incoming chat and calls to surface answers before an agent comes on line. Leverage call context, such as customer type, geography, intent, and more to zero in on the exact answers to customer questions.
Search The Entire Knowledge Base Anywhere with Genesys Integration
Give agents pinpoint accurate search for your entire knowledge base without leaving Genesys, so they can resolve inquiries faster. Just click on the Shelf App or use the Shelf widget to search without interrupting existing workflows.
Continuously Improve Answers with Agent Feedback through Genesys Integration
Close the loop by allowing agents to provide direct feedback on content quality. Then publish new content quickly and efficiently with Shelf workflow automation. Set priorities, create content, route approvals, publish, announce, and deliver it directly to agents inside Genesys with our Genesys integration.
Identify Gaps Between Questions and Answers with Genesys Integration
Improve service quality and performance with knowledge analytics based on customer interactions across every Genesys integration channel. Drill down into detailed interaction reports on search topics, empty searches, and content feedback from agents to zero in on the highest impact improvements.
#1 for Knowledge Management
