The key to your perfect support tech stack

Shelf powers the channels your team and customers use everyday.

The key to your perfect support tech stack

Shelf powers the channels your team and customers use everyday.

CCaaS

Solve issues on the first call
Ensure your agents know why customers are calling… and have the right answer.

Ticketing

Deflect more tickets than ever before
Solve more inquires before they hit the agent queue, and automate answers when they do.

CRM

Accurate answers for every case
Surface accurate knowledge based on the context of a case or customer record.

CCaaS+Shelf

A more efficient contact center with Shelf

A seamless integration with your CCaaS provider arms agents with answers on hand as soon as the conversation starts.

How does it work?

The power of our platform embeds seamlessly in your contact center solution interface, and either instantly surfaces answers guided by IVR, or via AI-driven search—without switching screens. Shelf indexes all content types, finding answers deep within heavy text or buried in videos right when an agent picks up a call.

Ticketing+Shelf

Fewer tickets, less hassle

Your team is amazing—but your customers would prefer not to talk to them. Shelf prevents more customer inquiries from escalating to your agents through better deflection that provides AI-proven insights on your customers’ preferred channels.

How does it work?

Powering your FAQs, forms, email, and chatbots—Shelf’s MerlinAI automatically finds the right answers to any question. If an issue requires a real agent, Agent Assist powers your agents with relevant content with decision tree logic for fast resolution.

CRM+Shelf

Cases and knowledge—connected

All your cases, customers, and resources in a single, centralized location—integrating Shelf brings the power of knowledge automation to your CRM, supercharging every channel, every case, with AI for pinpoint accurate resolutions.

How does it work?

When Shelf’s not deflecting 50% of your interactions, it’s wedged perfectly into your CRM, providing AI-driven recommendations and powerful search across the entirety of your content library. That means less time switching tabs tracking down information across apps, because answers are surfaced to clear cases instantly.