What Is Shelf?

Shelf’s knowledge automation platform powers faster answers to your remote agents and customers. A next-gen, extensible solution unifies new and existing knowledge, and surfaces answers directly in your contact center and self-service apps. AI ensures accuracy by learning the answers customers like most, and automates maintenance to improve resources with less effort. Deliver high-quality CX at scale and enable your people to know more with Gartner’s #1 knowledge solution for Ease of Use.

Who Uses Shelf?

Shelf is for contact centers looking to improve the efficiency and effectiveness of their remote workforce by automatically surfacing answers to the tools and channels agents and customers use.

Shelf Details

Shelf

Founded in 2015

Shelf pricing

Starting Price:

Not provided by vendor
  • No free version

Shelf does not have a free version.

Shelf Details

Shelf

Founded in 2015

Shelf videos and images

Shelf Software - Shelf Platform Home Screen - thumbnail
Shelf Software - Shelf Agent Assist in Genesys Cloud CX - thumbnail
Shelf Software - Shelf<>Kustomer Integration - thumbnail
Shelf Software - Shelf<>Salesforce Integration - thumbnail
Shelf Software - Pinpoint Accurate Search - thumbnail

Shelf deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • Chat

Deployment

  • Cloud, SaaS, Web-based

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Shelf Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

View full list of Call Center

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Audio File Management
  • CRM
  • Calendar Management
  • Campaign Management
  • Collaboration Tools
  • Commenting/Notes
  • Configurable Workflow
  • Content Library
  • Content Management
  • Content Publishing Options
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Document Classification
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Forms
  • Email Management
  • Engagement Tracking
  • File Management
  • Filtering
  • Forms Management
  • Full Text Search
  • Image Editing
  • Metadata Management
  • Multi-Language
  • Reporting & Statistics
  • Role-Based Permissions
  • SEO Management
  • Search/Filter
  • Single Sign On
  • Social Media Integration
  • Tagging
  • Template Management
  • Text Editing
  • Third Party Integrations
  • User Management
  • Version Control
  • Video Support
  • WYSIWYG Editor
  • Website Management
  • Workflow Management

View full list of Content Management

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Audit Management
  • Audit Trail
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Content Management
  • Customisable Branding
  • Customisable Templates
  • Data Import/Export
  • Digital Signature
  • Document Automation
  • Document Capture
  • Document Classification
  • Document Generation
  • Document Management
  • Document Review
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • File Conversion
  • File Management
  • File Recovery
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Offline Access
  • Optical Character Recognition
  • Projections
  • Reporting & Statistics
  • SSL Security
  • Search/Filter
  • Secure Data Storage
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Version Control
  • Workflow Management

View full list of Document Management

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Cataloguing/Categorisation
  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Content Library
  • Content Management
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • File Management
  • Full Text Search
  • Gamification
  • Knowledge Base Management
  • Live Chat
  • Multi-Language
  • Online Forums
  • Projections
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Self-Learning
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Knowledge Management

  • API
  • Access Controls/Permissions
  • Accounting
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts/Notifications
  • Attendance Management
  • CRM
  • Calendar Management
  • Campaign Management
  • Committee Management
  • Communication Management
  • Contact Database
  • Contact Management
  • Credit Card Processing
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Donor Management
  • Drag & Drop
  • Dues Management
  • Electronic Payments
  • Email Reminders
  • Event Management
  • Event Scheduling
  • For Nonprofits
  • Forms Management
  • Fundraising Management
  • Grant Management
  • Member Database
  • Membership Management
  • Mobile Access
  • Real Time Analytics
  • Real Time Reporting
  • Receipt Management
  • Recurring/Subscription Billing
  • Registration Management
  • Reminders
  • Reporting & Statistics
  • Social Media Integration
  • Social Media Management
  • Third Party Integrations
  • Volunteer Management
  • Website Integration

View full list of Nonprofit

Shelf Alternatives - Capterra New Zealand 2021

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Shelf Reviews

Read all 83 reviews

Average score

Overall
4.9
Ease of Use
4.9
Customer Service
5
Features
4.7
Value for Money
4.8

Reviews by score

5
75
4
7
3
1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jordanne O.
Jordanne O.
Manager of Family and Community Engagement in US
Verified LinkedIn User
Education Management, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source

Excellent resource for maintaining quality control and communication across our organization

5 3 years ago

Comments: My overall experience with SHELF has been incredibly positive. First and foremost the customer service and personal attention has been wonderful. I never go more than a few hours without answers to my questions and they are always ready to listen and work on any issues I am having no matter how minor. I really feel like they take their clients wants and needs into account as they develop updates and the response that I have gotten from my own organization has been overwhelmingly positive.

Pros:

This software is incredibly user friendly and I have really appreciated the ability to create separate libraries for all of the different stakeholders in my organization. It makes the navigation of the resource super intuitive for my staff and allows everyone to put their hands on what they need exactly when they need it. The ability to store and share a multitude of different file types as resources has also been invaluable.

Cons:

There is not much I don't like about the software but one update that I am eagerly anticipating is the ability to upload and have a master copy of a resource in my organization library and have it replicated in other libraries. This will cut down on the amount of uploads and also allow us to have stronger version control on resources that we use across the organization and across our different regions.

Jared O.
WFO Supervisor in US
Hospitality, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The Best Knowledge Base Software

5 last year

Comments: SHELF has been great! Before SHELF I created a website knowledge base for us to use, noting my website didn't have a good search feature, the ability to create folders, nor the real feel of a knowledge base. Getting SHELF helped us finally step into the real world of knowledge bases, and the work they have put into this web based software is superior. I am enjoying my time with it, and the ease of use of SHELF has made it an outstanding product.

Pros:

One of the features of this product is its online! I love the option of having it web based, and not downloaded onto your PC, giving access where ever I go. The Ease of use is fantastic! It doesn't take much to learn, and has the ability for anyone to be able to pick up and use. If you are familiar with social media (Twitter for example) you will feel right at home with the hashtag feature.

Cons:

The only issue ive had with the software would be, my agents didn't care to much for the intergration with NiCE Incontact. We tried this and the window would be to small or to big, causing the agents frustration when answering calls. It would always pop up, and the agents would of liked the ability to be able to click it when they need it, instead of the popping up with every call.

Alternatives Considered: HubSpot Marketing Hub and LiveAgent

Reasons for Switching to Shelf: The ease of use! the others didn't have the robust features we need like SHELF had. SHELF was easy to use, and it just had better layouts than the others we looked at.

Don D.
Head of Operations in India
Research, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source

Cloud Based Knowledge Management System

3 3 years ago

Comments: We wanted a product that would help us manage our knowledge better. The product is good , but the overall speed / refresh rate is poor in-spite of us using more than 50 mbps.

Pros:

The search features , quick customer care responses and online tutorials.

Cons:

The speed and the sense that they were learning the functionalities of the product on the job.

Rudy C.
Rudy C.
Knowledge Content Specialist in Spain
Verified LinkedIn User
Logistics & Supply Chain, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Very good and well-rounded tool

5 6 months ago

Comments: Very good. I'd definitely recommend it

Pros:

I really liked the diversity of knowledge content one can create. Decision trees and wikis were the most important for us, and we found them tremendously useful.

Cons:

The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them.

Alternatives Considered: Guru, Kustomer, Talkdesk and Kipwise

Reasons for Choosing Shelf: The tool had technical limitations that made it necessary for us to find a more powerful tool/platform.

Switched From: Helpjuice

Reasons for Switching to Shelf: Especially because of the diversity of knowledge content. We needed to create decision trees or the like in order to present our users with guided workflows. That was impossible to do with the alternatives.

Brian S.
Technical Support Manager in US
Industrial Automation, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Shelf Partners with OPEX

5 last year

Comments: Great team to work with and I look forward to the next several years of this partnership.

Pros:

I love the application, but I really love the partnership I have with my Shelf Team. They have been a great resource for us building this tool.

Cons:

Honestly I have not found anything I don't like. It's easy to manage and build.