Retain Walk-ins and Increase Spend with Digital Queues
Verint Queue Management Software
Improve the waiting experience and better manage customer queues.
Achieved outcomes from Verint Queue Management customers
- 51%
reduction in customer wait times.
- 62%
reduction walkouts.
- 10%
shorter service times, increasing staff productivity.
Drive better customer journeys with digital queue management
Transform waiting into a positive experience
Long wait times cost businesses customers. Two-thirds of consumers still prefer to shop and do business in-person rather than online. However, 85 percent will leave if the wait feels too long.
Verint Queue Management can help reduce walkouts by creating a more relaxed and informed, digital waiting experience upon entering. Walk-in customers can join a virtual queue and receive real-time updates on their wait times and position in line.
Empower staff with real-time insights
By managing digital queues, you can see who is waiting for what service to enable you to deliver more personalized experiences. This can highly accelerate time to service, improve customer satisfaction, and reduce walkouts.
Read the BrochureKey queue management business benefits
No more wondering how long to wait in line
Exceed customer expectations by offering stress-free, more informed waiting experiences, boosting satisfaction and loyalty.
Real-time customer insights
By understanding customer needs and arrival patterns, your team can deliver personalized service and create upsell opportunities.
Increased traffic and sales
Digital queues let customers browse freely while they wait — encouraging repeat visits and driving additional sales.
Improved productivity
Match customers with the right associate to reduce stress and create a more efficient workforce, even during peak hours.
How Verint Queue Management works
Discover how you can drive faster service, happier customers, and fewer walkouts.
Step 1
Upon entering your bank branch or store, customers can join the digital waitlist in seconds: through a friendly host, using a self-service kiosk or tablet, or scanning a QR code or SMS link on their smartphone.
Step 2
As customers join the queue, you can capture the reason for their visit, ask tailored questions to gather key details, and set clear expectations with real-time updates in your virtual lobby.
Step 3
Customers receive automatic notifications to keep them informed about their position in line and estimated wait time, allowing them to browse freely or step out and return depending on the wait time.
Step 4
After the visit, you can send personalized post-service messages to collect feedback, manage follow-ups, and offer relevant upsell opportunities.
Learn How a Top 5 U.S. Bank Reduced Wait Time with Verint
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“There has been a reduction in the number of walkouts. More customers are now willing to wait because we can give them accurate waiting times.”
“[Verint Queue Management] has improved customer experience. Customers are willing to wait longer and because their inquiry is logged, it feels more like an appointment, making customers feel more valued.”
“Working with [Verint Queue Management], we’ve been able to allow customers to browse in store rather than stand in a queue not knowing when they are going to be served. So the output of that has really given us some strong NPS success.”
Main use cases for Queue Management
Discover how banks and credit unions use Verint Queue Management
Better manage branch traffic with advanced queue management technology. Capture and analyze in-branch interaction data to improve CX.
See How it Works
Explore how retailers use Verint Queue Management
Improve the in-store waiting experience and better manage customer queues. Give your shoppers real-time data on their expected wait times and your employees valuable insights on customers for a more personalized service.
See How it Works
Smart queue management beyond banking and retail
From museums to pharmacies, organizations are finding creative ways to use Verint Queue Management to solve unique challenges, elevate CX, and streamline operations.
Proven results from Verint Queue Management customers
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Reduce branch wait times and walkouts
Provide personalized branch experience with informed wait times, driving sales, and NPS.
- A top 5 U.S. bank reduced wait time in selected branches by 51 percent and by 38 percent overall with digital queue management system.
Learn 3 Proven Ways to Increase Branch Sales
Drive in-store traffic with digital queues
Create exceptional in-store experiences with virtual queues and real-time notifications, allowing customers to browse your store while they wait. At the same time, empower your staff with rich customer insights for a truly personalized service.
- Virgin Media O2 reduced in-store walkout rates by 62 percent by creating a better virtual queuing experience.
Learn Top Luxury Retail Tactics
improve student experience at student hubs
Transform student services with automated queue management and digital queues for walk-in students.
- A leading public research university reduced queues and improved productivity in its student hubs and enrollment services, now serving 10.5 percent more students, with 94 percent of students who visit being served.
Discover 3 Ways to Improve Student Services
Reduce branch wait times and walkouts
Provide personalized branch experience with informed wait times, driving sales, and NPS.
- A top 5 U.S. bank reduced wait time in selected branches by 51 percent and by 38 percent overall with digital queue management system.
Learn 3 Proven Ways to Increase Branch Sales
Drive in-store traffic with digital queues
Create exceptional in-store experiences with virtual queues and real-time notifications, allowing customers to browse your store while they wait. At the same time, empower your staff with rich customer insights for a truly personalized service.
- Virgin Media O2 reduced in-store walkout rates by 62 percent by creating a better virtual queuing experience.
Learn Top Luxury Retail Tactics
improve student experience at student hubs
Transform student services with automated queue management and digital queues for walk-in students.
- A leading public research university reduced queues and improved productivity in its student hubs and enrollment services, now serving 10.5 percent more students, with 94 percent of students who visit being served.
Discover 3 Ways to Improve Student Services
More than just queue management
Verint Queue Management software solution is part of an integral part of the cloud-native Verint Open Platform, enabling CX Automation for retailers and bank branches. Our solutions help connect your digital and physical channels, integrate with Verint Workforce Management for real-time staff availability and capacity insights and provide faster, more personalized service.
Featured case studies
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Featured solutions
Featured resources
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Frequently asked questions about Queue Management Software
A digital queue management system is a software solution that can organize walk-in customers in an informed virtual waitlist, replacing unstructured physical queues. With the right digital queue management system, companies can manage customer expectations by creating calmer customer waiting experiences. Smart queue management system enables businesses to reduce walkouts and average wait times, increase sales, and enhance the customer flow.
Today 85 percent of customers will leave a location if they must wait for service. Organizations need ways to retain traffic, reduce wait times, and accelerate time to service. Implementing the right queue management software can help solve this challenge by attracting more customers, ensuring clear communication, and improving staff performance.
Unlike traditional queuing solutions, online queue management helps businesses manage queues more efficiently by replacing physical lines with a virtual system. Customers can join a digital waitlist for walk-in services, allowing them to avoid standing in line. This digital queue system keeps customers informed with real-time notifications about their position in the queue and estimated wait times. By streamlining how customer queues are handled, businesses can better manage the customer flow and improve the overall customer experience.
Queue management system can help organizations:
- Proactively manage customer flow and reduce wait times.
- Understand actual customer arrival patterns to streamline operations.
- Deliver better customer service, enhancing customer experience.
- Increase sales and improve customer satisfaction across the whole customer journey.
- Gather valuable customer data.
Digital queuing systems replace physical lines with virtual queues. Customers can check in via kiosks, QR codes, or mobile devices, receive real-time updates, and enjoy personalized service, which reduces wait times and walkouts, along with improving customer satisfaction.
Absolutely. Leading queue management solutions offer seamless integration across appointment booking, event management, and workforce scheduling tools, creating a unified experience across digital and physical channels.
Advanced queue management solutions, like Verint Queue Management, can also scale with evolving business needs, ensuring long-term relevance in enterprise environments where integration, customization, and strategic alignment are critical.
Queue management solutions can collect data such as customer intent, preferences, wait times, and service outcomes, helping businesses tailor services to customer needs and preferences.
Yes. Businesses can configure digital queue services like “Click & Collect” or “Buy Online, Pick Up in Store” (BOPIS) to streamline order pickups and tailor the waiting experience to specific customer journeys.
Improve the waiting experience with real-time, digital queues!
Learn how Verint Queue Management can help better manage customer queues to retain walk-in customers and increase spend. Contact us today.
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