Knowledge Automation for NICE inContact

Automate company knowledge and deliver accurate answers everywhere customers and agents meet in NICE inContact.

Reduce Handle Times

Shelf MerlinAI suggests answers in NICE inContact voice and digital channels.

Simplify Complex Escalations

Guide agents through difficult questions with decision trees inside NICE inContact.

Reduce Training Time and Costs

Simply train agents on NICE inContact and Shelf AI provides the knowledge.

Answer Assist Supercharges your Team

Answer Assist

Shelf’s Answer Assist integration in NICE inContact means your team can quickly surface the information they need to do their job, with no extra effort. Answer Assist listens to the conversation and suggests real-time answers directly from your existing knowledge, whether it’s a simple answer or a complex navigated workflow process.


IVR Intent Mapping Accelerates Speed to Resolution

IVR Integration

The Shelf IVR integration pops knowledge directly in NICE inContact upon call transfer for a frictionless voice experience. Either selectively display specific knowledge or a set of suggested content. Shelf is compatible with menu-based and voice-activated IVR systems.

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 NICE inContact.


Identify Gaps Between Questions and Answers

Dashboards and Reports

Improve service quality and performance with knowledge analytics based on customer interactions across every NICE inContact 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

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.