Answer Automation in Genesys Cloud CX

Integrated together, Shelf and Genesys deliver answers on-demand where front-line staff and customers need them most, greatly improving CX by optimizing everyone’s time and effort.

See in 90 seconds how Shelf surfaces answers in Genesys.

Customer service is easier

when you automate answers.

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Increase Agent Efficiency and Effectiveness

Shelf automates answers directly in the Genesys interface, driving better, faster support across the entire organization. 

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Optimize Admin Effort and Service Quality

Shelf makes it easy for knowledge managers to more easily publish and share content with tools that help your team prioritize tasks.

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Shorten Time to Proficiency

Shelf’s extensibility and usability ensure even your newest agents can deliver knowledgeable support, eliminating the need for costly onboarding and education programs.

 

Scale Support Volume, Not Costs

Why waste time improving the search process when answers can be automated?

Shelf’s Answer Assist eliminates the need to search a knowledge base by actively listening to customer messages, identifying intent, and instantly surfacing answers directly in the agent interface.

 

Automate Answers to Agents and Customers

Learn more about Shelf’s Answer Assist.

Automate specific responses, relevant articles, and guided workflows directly to Genesys interactions.

Automate answers directly to customers via your self-service tools, including FAQs, webforms, and chatbots.

Improve Service Quality With Less Admin Effort

Company policies are constantly updating, requiring immediate changes to resources so agents are only sharing accurate information. And these changes add up, leaving room for error.

Shelf’s intelligent design is built for knowledge managers, by knowledge managers, automating the steps taken to properly add and update knowledge while eliminating excess effort.

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Boost Satisfaction with a Cross-functional Support Ecosystem

Shelf’s flexible, extensible solution integrates seamlessly into leading contact center and business intelligence tools.

A modern UI and UX guarantee adoption, then Shelf tracks and analyzes your team’s knowledge activities—how and when content is leveraged, who’s using it, and what might be missing based on search queries.

Gain a Holistic View of  Performance

With a deeper understanding of your team’s success as it relates to their responses and answers, a holistic understanding of your contact center emerges, and leaders can continuously optimize tactics and resources to mitigate issues quickly.

Our agents no longer have to look in multiple different places to find answers ־ everything is delivered to them in Genesys Cloud.”

Amy Armstrong
Learning and Development Lead, Contact Center, HelloFresh

 

Award-Winning Implementation and Support

Launch in Weeks with an Out-of-the-Box Integration

Shelf’s ready-made integration with Genesys means your team will be up and running with Answer Automation quickly.

Personalized training and ongoing support from our dedicated customer succes team ensures your Shelf instance grows at the speed of your organization.

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Setup and rollout in weeks, not months

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Guaranteed user adoption

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Personalized training and ongoing support

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Immediate ROI and dedicated longterm success

Check Out These Additional Genesys+Shelf Resources

[Guide] Introducing Answer Automation for Genesys Cloud CX
[Analysis] The ROI of Implementing KM and Automation in Genesys

Your Knowledge is Secure in Shelf

Consistently Rated #1 for Knowledge Management

Awarded for overall usability, high user adoption and best support for three consecutive quarters, and #1 for knowledge management on Gartner Digital Markets

“Our handle times and resolution rates are really improving, and the increases in agent skill sets have led to many moving up, growing, and flourishing.”

Mike Holser

Senior Manager, Specialized Customer Services, HireRight

“Managing our contact center policies and procedures is so much easier with Shelf. It is now so easy for our agents to find what they need quickly.”

Lisa Unneback

Quality Manager, Etraveli Group

Ready to get started?

Integrate Shelf and Genesys Today