Manhattan Associates Brings Omni-Channel to the Call Center
Manhattan Unveils Latest Customer Service Capabilities at Shop.org Annual
ATLANTA, Sept. 30, 2013 (GLOBE NEWSWIRE) -- Manhattan Associates, Inc.,
(Nasdaq:MANH) a global provider of Supply Chain Commerce solutions, today
announced the latest release of its Omni-Channel Customer Service software at
the Shop.org Annual Summit 2013, September 30-October 2. With the latest
release, a retailer's customer service representatives (CSRs) can see customer
transactions across all selling channels, allowing them to: swiftly search
using any piece of customer or order information, service inquiries across all
touch points and convert the sale with products from any channel—delivering a
great customer experience and building brand loyalty. Manhattan will unveil
the software in Shop.org booth #928 at McCormick Place in Chicago.
Tweet this news! .@manhassocnews brings omni-channel to the call center at
@shoporg today through Wednesday www.manh.com/news/Shop-Org-Summit.
These omni-channel capabilities are a rich addition to Manhattan's robust
Enterprise Order Management solution that intelligently sources inventory
across a retailer's network of distribution centers, suppliers and stores and
makes it available to sell through any channel. The solution also serves as a
central repository for orders from all sales channels, providing an
enterprise-wide view of customer interactions, equipping the CSR with the
information they need to quickly respond to an inquiry without repeat calls or
"CSRs are central to winning a customer's loyalty, and that's why they need
tools that give visibility and control across all sales and fulfillment
channels," said Brian Kinsella, vice president of order management, Manhattan
Associates. "Manhattan is uniquely positioned to drive this evolution of the
call center because our solutions sit at the center of selling and fulfilling
in the retail enterprise."
Key features of Manhattan's Omni-Channel Customer Service software:
*Order Line Visibility and Control: View and edit every detail of a
customer's order, even at the latest step in the fulfillment process
*Transaction Search: Find a customer's transaction from any channel using a
360 degree view of the customer's order history
*Order Capture: Provide customers with the option to purchase additional
items, including pickup at their local store
*Returns and Exchanges: Process returns and exchanges for any channel with
visibility of the entire return/exchange lifecycle
*Detailed Delivery and Payment Info: Find the status of delivery and
payment for each item on an order, with visibility of the fulfillment
progress for each order line and source—even if those items are sourced
from multiple locations
To learn more about Manhattan's Supply Chain Commerce solutions, visit "Pick
Up Omni-Channel Customer Service." For a look at the future of Omni-Channel
retail, watch "She's in your Stuff."
Receive up-to-date product, customer and partner news directly from Manhattan
Associates on Twitter and Facebook.
About Manhattan Associates
Manhattan Associates brings companies closer to their customers. We design,
build and deliver market-leading Supply Chain Commerce solutions that drive
top-line growth by converging front-end sales with back-end supply chain
execution and efficiency. Our software, platform technology and unmatched
experience help our customers around the world adapt to the challenges of the
omni-channel marketplace. For more information, please visit www.manh.com.
CONTACT: Will Haraway
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