Turn Your Agents into Industry Veterans
Designed to help agents do the best possible job, Shelf fits exactly where they work, and surfaces the answers that keep conversations short and your contact center hyper efficient
The Leader in Contact Center Knowledge Tech
Customer service is easier
when you automate answers.
Reduced handle times with best-in-class content findability that surfaces answers automatically
Improved time to find answers means drastically improved first contact resolution
CSAT Scores by powering answers to the tools and channels agents and customers use everyday
Saved per year with faster training and onboarding for new agents, who can be operational on Day 1.
Searching for Answers Should Only Be a Plan B
Shelf powers agents with AI and automation so they no longer waste time looking for answers.
MerlinAI powers Answer Assist, which actively listens to customer conversations and surfaces exact answers from your content in real time. AI works with your agents so they resolve more issues faster.
Automate answers from inside articles, docs, images, video, audio, web content, and more
Power canned responses, article sharing, and decision tree logic
Navigate to exact keyword location inside documentation
MerlinAI recommends best-fit content based on user behavior
Always Land on the Right Answer with Decision Tree Logic
Transform heavy documentation into decision trees that guide the agent step by step through a complex process.
By automating these procedures, agents – regardless of their level of experience – can easily understand what needs to be done and take the appropriate course of action.
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Collaborative Content Management for Easier Maintenance
Often, knowledge managers have a laundry list of other responsibilities within the contact center. Shelf eliminates this burden by streamlining their most critical content management tasks, and enables teams to help make improvements.
Easy-to-use feedback and announcements modules enable seamless collaboration that ultimately saves knowledge managers time.
Intelligence that Tells You Which Answers are Working
MerlinAI unlocks powerful insights to help boost AHT and FCR.
An intelligence dashboard gives full visibility into how knowledge is used and what’s not achieving resolutions, so you can quickly optimize information that would otherwise slow teams down.
“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.
Integrate Shelf into the Support Systems Your Team Uses Everyday
Shelf is the only KM solution with the extensibility and reliability necessary to centralize knowledge silos forever.
The full power of Shelf embeds seamlessly in your CCaaS, CRM, or ticketing system, and instantly surfaces answers alongside conversations—without switching screens. Agents can also browse your entire content library directly from the Shelf widget.
Power Automated Answers into Your IVR Trees
Shelf also integrates into any Interactive Voice Response (IVR) technology and provide automated answers as soon as agents pick up a call.
The Shelf IVR integration provides an immediate opportunity for agents to have answers ready before the conversation even begins.
Help Customers in Every Language You Do Business
Shelf supports over 100 languages so you can help every customer, wherever they are. Create, manage and search for content in whatever language your customers use.
Set the Shelf interface to whatever language your team prefers – making it easy for global contact centers to onboard and use.
Launch in Weeks. Partner Forever.
Our customer success team acts as your trusted colleagues, ensuring a seamless end-user experience while maximizing your investment.
Setup and rollout in weeks, not months
Guaranteed user adoption
Personalized training and ongoing support
Immediate ROI and dedicated longterm success
Power Your Contact Center with AI
Automated Answer Assist
Self Service Tools
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.”
“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.”
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