Contact Center
Real‑time order intelligence and policy answers at every CSR’s fingertips
- Category
- Agent Tools
- Registry category
- Logistics & Supply Chain
- Vendor
- Manhattan Associates, Inc (MANHATTAN ASSOCIATES, INC.)
- Location
- ATLANTA, GA
- Reviews
- This marketplace has no ratings
- Listed on
- Google Cloud Marketplace
- Pricing
- 3 plans listed
Each fact carries one Provenance score: the average of its Disclosure and Evidence scores, the same rule the page uses for the overall score. Click any score to see the math behind it.
Vendor Provenance
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Build Provenance
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Reach Provenance
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Data Provenance
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Compliance Provenance
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What the publisher says
Contact Center Agent is an AI‑powered assistant for Manhattan Active® Omni Contact Center that gives CSRs proactive order, shipment, return, and promotion insights directly inside the Order Status and customer views, so they can resolve issues and personalize conversations without jumping across screens or reference documents. It routes each question to specialized sub‑agents (order status, tracking, promotions, FAQs, SOPs, return insights) and answers in natural language, combining live transaction data with uploaded SOP/FAQ content.
Advanced Skills
Proactive order insights to anticipate customer need and personalize service
Show the rest of the publisher’s description (12 more lines)
Automatically surfaces key order details when a CSR opens an order—holds, cancellations, shipment tracking with links, and high‑value insights like backorders or overdue pickups—before the customer even asks.
Unified knowledge about orders, shipments, promotions, FAQs, and SOPs in one place
Answers questions about order status, tracking, payments, returns, policies, and procedures, and can pull from retailer‑maintained FAQ/SOP documents so CSRs don’t have to leave the Contact Center UI.
Product & promotion recommendations
Surfaces applicable promotions on the current order and, when configured with a recommendation engine, suggests related products CSRs can review and add via “View Item Details,” supporting upsell and save‑the‑sale scenarios.
Improved Outcomes
Reduce handle time and agent training
Reduces screen‑hopping by consolidating insights and policy answers into a single assistant panel, letting even newer CSRs resolve common “where is my order,” promotion, and return questions faster.
Improve first‑call resolution
Combines live order/return data, FAQ/SOP guidance, and return‑insights analytics so more issues can be understood and closed in the same interaction, without callbacks or manual offline research.
Boost CSAT with faster and more personalized service
Surfaces customer‑level context (active orders, preferences, recent activity) and targeted promotions directly in the conversational panel, enabling quicker, more tailored responses that improve the customer experience.
Plans and pricing
3 plans listed
Linked repositories
Unknown
Unknown means this listing does not publish a repository. It is not a statement that the code is closed.
Publisher resources
Sources
- Marketplace listingGoogle Cloud Marketplace (opens in a new tab)
- Company recordOutside company data, matched on manh.com
- Official registersearch.gleif.org (opens in a new tab)
Reading the score
Disclosure · how many sources corroborate it
Evidence · what kind of evidence backs it
The SettleTop steps above are possible but not automated yet, so today they sit open and a perfect 10 is out of reach. Open information like firmographics and reach has fewer steps to climb, so it sits a little higher for the same visible evidence.
Information shown here reflects the best available information at the time of assessment and may be incomplete, outdated, or subject to change. It should be independently verified before being relied upon for any decision. SettleTop is not liable for any errors, omissions, or decisions made in reliance on this information.
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