NextGen KMS

Optimize Your Knowledge for Better Answers Everywhere

Elevate your contact center’s efficiency with NextGen KMS and GenAI. Centralize your knowledge and provide fast, accurate, and consistent answers with a knowledge management system you can trust.

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Take Advantage of GenAI to Optimize Your Organization’s Knowledge

NextGen KMS uses artificial intelligence to understand and centralize your organization’s knowledge — allowing you to leverage GenAI to keep information up-to-date, streamline workflows, enhance decision-making, and expedite content creation.

Control Your Knowledge with GenAI

Centralize your knowledge and empower your agents with the most current and relevant information using NextGen KMS. Use GenAI to streamline how you update and disseminate announcements about updated content. Receive guided assistance for updating, promoting, and ensuring compliance with your processes and procedures.

Content Creation Redefined

Let GenAI be your copilot for content creation to quickly update and improve answers agents need. GenAI powers up your creativity, simplifying the process with an easy-to-use experience to boost productivity.

Unleash Effortless Findability

Discover the power of enterprise-level findability backed by AI. Experience a seamless search journey with naturally intuitive interactions, making finding content a breeze. Transcend traditional boundaries with NextGen KMS and experience unparalleled findability.

Go Beyond What You Know

Understand your department’s improved performance and elevate customer satisfaction through precise usage insights. Enhance what works and address what’s missing.

Shelf is Consistently Rated #1 for Knowledge Management

Product Features

Content Copilot

Automate your content maintenance with assisted prompts and GenAI text generation — ensuring your knowledge base stays accurate and up-to-date.

Admin Copilot

Effortlessly generate and manage announcement responses using AI based on predefined actions and real-time text generation.

Content Publication Workflow

Implement a workflow for content publication — ensuring that content goes through the necessary review and approval processes.

Feedback Manager

Collect and manage user feedback on content — allowing for continuous improvement and refinement.

Pre-Configured Dashboards

Access ready-made dashboards that provide visual insights into your content and usage patterns.

Automated Content Maintenance

Automate content maintenance tasks — ensuring that your knowledge base remains up to date.

A Best Practices Guide for Knowledge Managers

Kick-start your next-gen knowledge management strategy. Explore the key elements and processes of practical knowledge management from Patrick Clapp, a Harvard University information research specialist and knowledge management expert.

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