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

Answer 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


Less time looking for answers


Shorter average handle times


Fewer support escalations

Consistently Rated #1 for Knowledge Management

See in 90 seconds how Shelf surfaces answers in Genesys.

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Ready to See Shelf in Action?

Request a free, customized demo based on your goals. We'll show you the future of knowledge management and why your customers will love great answers anytime, anywhere.