Infuse Genesys with Answers On-demand to Resolve Inquiries Faster
Genesys PureCloud Integration
Reduce Handle Times
Shelf MerlinAI suggests answers in Genesys voice, chat, SMS, and email.
Simplify Complex Escalations
Guide agents through difficult questions with decision trees inside Genesys.
Reduce Training Time and Costs
Simply train agents on Genesys and Shelf AI provides the knowledge.
Deliver Answers Directly Inside Chat, Voice, SMS, and Email
Agent Assist
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 in Genesys
Search App and Widget
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
Knowledge Management
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.
Identify Gaps Between Questions and Answers
Dashboards and Reports
Improve service quality and performance with knowledge analytics based on customer interactions across every Genesys 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.
Shelf Platform Capabilities and Features
Learn how the Shelf knowledge platform combines AI with modern SaaS infrastructure and a simple user experience to help agents and customers get the answers they need–on-demand.
ROI Starts on Day One
Lightning fast implementation and guaranteed user adoption make Shelf a quick win
80%
Less time looking for answers
30%
Shorter average handle times
40%
Fewer support escalations
Consistently Rated #1 for Knowledge Management
See in 90 seconds how Shelf surfaces answers in Genesys.
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"We can quickly service many customers online, eliminating 15% of inquiries that would otherwise have escalated to a call with an agent."
Amy Behbehani | Senior Director of Customer Service and Operations | Uplift
