Shelf
The Next-Generation Knowledge Management Platform.
Overview
Shelf is a knowledge management platform that uses AI to help contact center agents find answers and resolve customer issues faster. It features a powerful search that can find information across multiple content sources, and it provides agents with decision trees and guided workflows to handle complex inquiries. Shelf is designed to reduce agent ramp-up time, improve first-contact resolution, and increase customer satisfaction.
✨ Key Features
- AI-powered search and discovery
- Decision trees and agent scripting
- Content management and migration
- Analytics and reporting
- Integrations with contact center platforms
- Omnichannel knowledge delivery
🎯 Key Differentiators
- AI-powered search and content discovery
- Focus on the contact center environment
- Robust analytics and content maintenance features
Unique Value: Dramatically improves contact center performance by making it incredibly easy for agents to find the exact information they need to solve customer issues.
🎯 Use Cases (4)
✅ Best For
- Improving agent performance and efficiency in a high-volume contact center
- Reducing agent training time with guided workflows
- Providing a single source of truth for product and policy information
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Simple internal wikis for non-support teams
- Organizations without a dedicated contact center
🏆 Alternatives
Shelf is more specifically tailored to the needs of contact centers than general-purpose knowledge management tools. Its AI and automation features are designed to handle the complexity and scale of enterprise support operations.
💻 Platforms
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Custom tier)
🔒 Compliance & Security
💰 Pricing
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