Good Answers
Make Happy Customers

Improve customer satisfaction and reduce costs with fast, helpful answers to customer questions.  Simplify self-service, empower your agents, and increase the value of your knowledge base by delivering answers instead of articles with Shelf.
The Leader in Contact Center Knowledge Management

The Modern Knowledge Platform for Customer Service

30%

Shorter handle times when agents find the answers they need.

80%

Less time looking for answers radically improves first contact resolution

95%+

CSAT score when customers get answers in the first place they look.

$M

Saved per year with faster onboarding for new agents.

Deploy Agent Assist Everywhere Agents Need Assistance

Embed Shelf  in your CCaaS, CRM, and support system to shorten response time and increase agent productivity.  Shelf MerlinAI actively listens for questions in calls, chat, tickets and forms to suggest answers proactively. Agents can also search the entire content library directly from the Shelf widget.

Let Customers Serve Themselves In Their Own Language

Create awesome customer experiences everywhere customers ask questions.  Improve chat bot accuracy, suggest answers in forms, optimize search with AI, and offer a fully branded self-service portal.  Suggest critical information your customers don’t know.  And let them search in their native language, because Shelf supports over 100.

Continuously Improve Answers with Less Effort

Prioritize updates and accelerate content publishing workflows to keep your content relevant and fresh. Use content suggestions to capture organizational knowledge and improve answers in real-time.  Shelf automates the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments, and continuous improvement. 

Make Customers Happy with Better Answers

Customers are demanding better and faster support. Learn how you can meet and exceed those demands with AI-driven answers.

Answer-Automation-for-the-Virtual-Workforce

Create Content Once
Deliver Answers Everywhere

Save time and money with simpler infrastructure by eliminating knowledge silos.  Shelf integrations ensure you deliver the right answer to the right place at the right time.  Every time.

“The support and availability that Shelf offers is amazing, including help with the configuration, training, support and future enhancements. The ease of use and search function really helped our Contact Center grow, which was a big issue for us with our previous software.

Bruno Dupuis

Team Lead, Contact Center, Canadian Broadcasting Company

Power Your Contact Center with Shelf

Agent Assist

Ensure every agent delivers the best possible customer experience

Customer Self-Service

Help customers help themselves to save them time and you money

Your Knowledge is Secure in Shelf

Consistently Rated #1 for Knowledge Management

Awarded for overall usability, high user adoption and best support for three consecutive quarters, and #1 for knowledge management on Gartner Digital Markets

“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

“Managing our contact center policies and procedures is so much easier with Shelf. It is now so easy for our agents to find what they need quickly.”
Lisa Unneback

Quality Manager, Etraveli Group