English
Shelf Knowledge Management
App Type:
Premium Client
Selling Party:
Genesys Billing Agent
  • Description
  • Pricing
  • Use Cases
  • Product Details

Used by HelloFresh, Equitable and eTraveli, Shelf removes the unnecessary steps taken to access and manage company knowledge. With AI-powered knowledge, Shelf simplifies training and onboarding, ensures accurate and consistent service, and keeps customers happy with every successful resolution.

Agent Assist Supercharges your Team Shelf’s Agent Assist integration in Genesys means your team can quickly surface the information they need to do their job, with no extra effort. Agent Assist detects customer intent, and suggests real-time answers directly from your existing knowledge, whether it’s on page 17 of a manual or minute 03:24 of a video.

IVR Intent Mapping Accelerates Speed to Resolution IVR mapping pops knowledge directly in Genesys 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.

Reduce Call Time with Pinpoint Accurate Search & Browse Shelf’s pinpoint accurate search guarantees your agents will find the answers, and all your company knowledge is available and discoverable directly in Genesys Cloud, including articles, word documents, PDFs, presentations, audio files, video and more.

AI-Powered Analytics and Insights Gain insights into how content is being used, what is getting out of date, which articles are most popular, and continually optimize your knowledge base so only high value, accurate information exists.

Save Admins Valuable Time with Automated Maintenance MerlinAI streamlines the content maintenance process to inform when content is expiring and needs updating to ensure accuracy.

Modern, Award Winning Interface for High Adoption and Ease of Use Consider Shelf a worry-free investment—built to guarantee adoption and usage across your team and company. Awards include top 1% honors in overall usability from Gartner Digital Markets, as well as Easiest to Use, Highest User Adoption, and Easiest Admin awards from G2.

Best-in-Class Knowledge Management Designed by a Harvard-trained Library Scientist, Shelf features a flexible, secure information architecture, with advanced user groups and permissions to ensure each user can only access information relevant to them.

Additional Details - Shelf Knowledge Management
Offices
  • 6 Landmark Square 4th Floor Stamford, CT 06901
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