Latest news with #ManhattanActiveOmni
Techday NZ
03-07-2025
- Business
- Techday NZ
Manhattan Active Omni adds advanced AI to boost retail services
Manhattan Associates has announced new enhancements to its Manhattan Active Omni platform, focusing on adding Agentic AI capabilities to improve customer service and operational efficiency across retail and eCommerce environments. The expanded features of Manhattan Active Omni include updates to Manhattan Active Maven, the solution designed to handle customer service enquiries through chat and email. The new capabilities allow Maven to now process customer requests such as order edits, invoice requests, returns, and digital products more rapidly and accurately, and support has been extended to over 30 languages. The platform's enhancements are intended to transform how retailers manage high volumes of customer engagement and fulfilment tasks at scale. The addition of a Customer Service Insights dashboard within the Contact Centre function allows retailers to monitor their service performance and benchmark results against others in the industry. The use of Agentic AI in these dashboards can also help detect and highlight trending issues before they become more significant. "Retailers today are managing increasingly complex customer journeys and growing service expectations," said Raghav Sibal, Managing Director for Australia and New Zealand at Manhattan Associates. "Our latest release focuses on using Agentic AI to bridge those gaps in real time, whether it's anticipating order changes, identifying support trends, or enabling frictionless in-store payments. We're giving retailers the tools to act faster and deliver smarter customer service." In physical retail settings, Manhattan's mobile Point of Sale (POS) has received an update to enable Tap to Pay using iPhone devices. This change eliminates the need for additional payment hardware and gives staff the flexibility to finalise transactions anywhere within the store, potentially improving the speed and convenience for both staff and customers. Additional improvements to the retail platform include support for more granular item-level promotions, new filters in catalogues to improve product discovery, and enhanced functionality for flagging items that require customer alerts or age verification. These updates are designed to streamline the service process and contribute towards improving the customer's overall experience with the retailer's brand. Sibal commented further on the focus of the latest release, stating, "In retail and logistics, speed without visibility is a liability. This latest release focuses on bridging those two requirements in real time. We're giving retailers the online and in-store tools to respond faster and operate smarter." The integration of advanced AI across these solutions aligns with industry trends, as retailers seek to manage increasingly complex operations while maintaining high service standards. The ability to analyse customer service data proactively and resolve enquiries efficiently has become central to retailer strategies in both digital and physical commerce contexts. With these platform enhancements, Manhattan Associates aims to address the evolving demands faced by retailers and eCommerce operators, providing tools that cater to increasingly multichannel and multilingual customer expectations. The AI features are positioned as a means for retailers to meet rising standards in customer communication, operational speed and service measurement. The updates are now available within the Manhattan Active Omni platform, with retail clients able to leverage the new functionality as they refine digital and in-store engagement strategies. Follow us on: Share on:
Techday NZ
21-05-2025
- Business
- Techday NZ
Manhattan launches Shopify app to tackle £38B reported losses
Manhattan Associates has announced the release of a connector app for Manhattan Active Order Management on the Shopify App Store, providing retailers with access to real-time inventory and fulfilment capabilities. The newly launched connector app offers retailers immediate connectivity around network inventory visibility, live tracking of order fulfilment status, and payment processing integration. It also supports order integration for Shop Pay, broadening payment options for retailers and their customers. Several enterprise-level retailers are currently using the connector app to enhance their omnichannel commerce and fulfilment operations. According to Manhattan Associates, these retailers are leveraging seamless connectivity across Shopify and Manhattan's solutions to provide what the company terms as a unified shopping and fulfilment experience for customers. With Manhattan's Order Management and Store Inventory and Fulfilment now integrated into Shopify as part of Manhattan Active Omni, the company aims to address the complexities faced by large retailers. Manhattan Active Omni is designed to improve customer service, boost loyalty, and deliver real-time inventory visibility. The solution also supports a variety of fulfilment methods, including in-store pickup, kerbside pickup, same-day delivery, and more. Industry estimates have highlighted the scale of lost revenue due to mismatched retail systems, with an estimated GBP £38 billion lost to abandoned checkouts in 2024. The company states that its connector app provides retailers with improved transparency and decision-making, thereby supporting both customer satisfaction and business profitability. "Mastering same-day, BOPIS, and ship-from-store, while ensuring inventory visibility and a seamless customer experience, is the new imperative. Manhattan's order management powers brands with real-time inventory, seamless fulfilment, and full transparency - driving innovation, growth, and loyalty through exceptional omnichannel experiences," Rukmani Subramanian, Vice President of Partnerships at Shopify, commented on the collaboration. "We're proud to partner with Shopify to deliver a market leading end-to-end commerce solution. Shopify and Manhattan share a vision of speed and ease of checkout and rapid and transparent order fulfilment. Both the Shopify and Manhattan platforms put a premium on customer experience, be that online, in the contact centre, or when receiving the ordered items," Brian Kinsella, Senior Vice President of Product Management for Manhattan, said, highlighting the joint vision behind the partnership. The connector app's role in providing real-time inventory data is positioned as a response to a retail environment where customers expect accurate, up-to-date information on product availability and delivery timelines. By unifying front-end shopping experiences with back-end inventory and fulfilment networks, the app seeks to reduce customer uncertainty and frustration often linked to order processing and delivery. Retailers adopting the connector are expected to be able to make more informed fulfilment decisions, balancing customer requirements with operational efficiency and cost control. Direct connectivity between Shopify-powered sales channels and Manhattan's order management tools enables quicker response times and the ability to offer multiple fulfilment and delivery options to end customers. The integration supports both the sales process and the subsequent fulfilment lifecycle, allowing brands to combine digital and physical retail operations. With functionalities supporting buy online, pick up in store (BOPIS), kerbside collection, and direct home delivery, the app aims to address evolving trends in customer purchasing behaviour and delivery expectations.
Techday NZ
21-05-2025
- Business
- Techday NZ
Manhattan launches Shopify app to tackle £38 billion losses
Manhattan Associates has announced the release of a connector app for Manhattan Active Order Management on the Shopify App Store, providing retailers with access to real-time inventory and fulfilment capabilities. The newly launched connector app offers retailers immediate connectivity around network inventory visibility, live tracking of order fulfilment status, and payment processing integration. It also supports order integration for Shop Pay, broadening payment options for retailers and their customers. Several enterprise-level retailers are currently using the connector app to enhance their omnichannel commerce and fulfilment operations. According to Manhattan Associates, these retailers are leveraging seamless connectivity across Shopify and Manhattan's solutions to provide what the company terms as a unified shopping and fulfilment experience for customers. With Manhattan's Order Management and Store Inventory and Fulfilment now integrated into Shopify as part of Manhattan Active Omni, the company aims to address the complexities faced by large retailers. Manhattan Active Omni is designed to improve customer service, boost loyalty, and deliver real-time inventory visibility. The solution also supports a variety of fulfilment methods, including in-store pickup, kerbside pickup, same-day delivery, and more. Industry estimates have highlighted the scale of lost revenue due to mismatched retail systems, with an estimated GBP £38 billion lost to abandoned checkouts in 2024. The company states that its connector app provides retailers with improved transparency and decision-making, thereby supporting both customer satisfaction and business profitability. "Mastering same-day, BOPIS, and ship-from-store, while ensuring inventory visibility and a seamless customer experience, is the new imperative. Manhattan's order management powers brands with real-time inventory, seamless fulfilment, and full transparency - driving innovation, growth, and loyalty through exceptional omnichannel experiences," Rukmani Subramanian, Vice President of Partnerships at Shopify, commented on the collaboration. "We're proud to partner with Shopify to deliver a market leading end-to-end commerce solution. Shopify and Manhattan share a vision of speed and ease of checkout and rapid and transparent order fulfilment. Both the Shopify and Manhattan platforms put a premium on customer experience, be that online, in the contact centre, or when receiving the ordered items," Brian Kinsella, Senior Vice President of Product Management for Manhattan, said, highlighting the joint vision behind the partnership. The connector app's role in providing real-time inventory data is positioned as a response to a retail environment where customers expect accurate, up-to-date information on product availability and delivery timelines. By unifying front-end shopping experiences with back-end inventory and fulfilment networks, the app seeks to reduce customer uncertainty and frustration often linked to order processing and delivery. Retailers adopting the connector are expected to be able to make more informed fulfilment decisions, balancing customer requirements with operational efficiency and cost control. Direct connectivity between Shopify-powered sales channels and Manhattan's order management tools enables quicker response times and the ability to offer multiple fulfilment and delivery options to end customers. The integration supports both the sales process and the subsequent fulfilment lifecycle, allowing brands to combine digital and physical retail operations. With functionalities supporting buy online, pick up in store (BOPIS), kerbside collection, and direct home delivery, the app aims to address evolving trends in customer purchasing behaviour and delivery expectations.
