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.
Agent Assist Supercharges your Team
Agent Assist
Shelf’s Agent Assist integration in NICE inContact means your team can quickly surface the information they need to do their job, with no extra effort. Agent 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
80%
Less time looking for answers
30%
Shorter average handle times
40%
Fewer support escalations
Consistently Rated #1 for Knowledge Management
“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
