Appointment Booking & Queue Management
Drive sales, loyalty, and productivity by choreographing outstanding customer experiences across channels.
Retail Customer Engagement Solutions
Unify every retail customer touchpoint – store, digital, and contact center – on one open platform. Verint brings together workforce management, voice of the customer, appointment booking, and queue management so retailers can drive sales, loyalty, and productivity across the full customer journey.
Top luxury retail tactics to create personalized experiences
With the luxury sector experiencing slower growth, retailers simply can’t afford to overlook changes in customer expectations.
Brands that can design personalized in-store experiences and integrate digital and physical channels to empower their store team with valuable customer insights will take the lead this year. Explore how you can best use these tactics to provide an exceptional CX and drive sales to your brand.
Product lineup
Verint Voice of the Customer
Listen everywhere, analyze deeper, and act immediately with Verint Voice of the Customer (VoC) solutions – to increase customer loyalty and business performance.
Enterprise Workforce Management
Powerful workforce management software improves both the customer and the employee experience while helping your organization achieve its goals.
Channel Automation
Scale customer engagement through a combination of channels, workforce orchestration, and bots.
Appointment Booking and Queue Management
Drive sales, loyalty, and productivity by creating a better store experience for your customers. Verint Appointment Booking and Queue Management software solutions are an integral part of the Verint CX Automation Platform, enabling CX Automation for retailers. Our innovative solutions help you create seamless customer experience across your digital and physical communications channels.
- Verint Appointment Booking and Event Management – Acquire customers, increase conversion rates, and boost brand loyalty.
- Verint Queue Management – Retain walk-ins, reduce wait times, and increase spend.
These solutions help connect your digital and physical channels, meeting customers at their channel of choice, and providing the convenience they want for faster, more personalized service.
Verint Voice of the Customer
The key to outstanding CX isn’t one thing, it’s seeing the big picture. With Verint Voice of the Customer solutions, you can easily and automatically aggregate and integrate customer insights from across the enterprise, including contact center, digital, and in-location. By unifying and structuring your customer data, you finally have the clarity to drive high-value operational decisions across the organization that help to automate continuous CX, reduce customer effort and streamline the customer journey across multiple channels.
Verint Voice of the Customer empowers retailers to view, analyze and act on direct, indirect and inferred customer feedback to improve enterprise-wide customer engagement, reduce customer effort and drive successful CX programs by.
Retail Contact Center Workforce Management
AI‑powered forecasting for retail demand patterns
Retail demand isn’t linear and your forecasts shouldn’t be either. Verint Workforce Management uses AI-driven forecasting to model the full complexity of retail contact volumes, including seasonality, promotional events, and channel mix across voice, chat, and digital messaging.
By learning from historical trends and real-time signals, Verint helps retail contact centers anticipate demand more accurately and staff appropriately – whether you’re preparing for holiday surges or responding to unexpected demand shifts.
Scheduling across voice, chat, and digital channels
Modern retail customer service is inherently omnichannel. Verint enables multi-skill, multi-channel scheduling that aligns agent availability with demand across voice, chat, messaging, and digital engagement.
With intelligent automation and tools like TimeFlex Bot, agents gain flexibility while planners retain control. Schedules adapt to skills, preferences, and intraday conditions – helping retailers improve coverage, reduce attrition, and give agents more ownership over their work.
Real-time intraday adjustments for fast-moving retail demand
Retail conditions change fast. Verint gives workforce managers the ability to make real-time intraday adjustments when forecasts no longer reflect reality.
Supervisors can override forecasts, rebalance workloads, and propagate schedule changes in minutes – not hours – ensuring service levels stay on track even during unexpected spikes or disruptions. This agility is critical for retail contact centers where demand can shift suddenly due to promotions, outages, or social-driven surges.
Integration with the retail technology ecosystem
Verint CX Automation Platform is CCaaS-agnostic, allowing retailers to integrate workforce management seamlessly into their existing environment. Verint connects with leading CCaaS platforms, CRM systems, and analytics tools – while enabling POS-adjacent and operational reporting that supports unified store and contact center operations.
This openness gives retailers flexibility today and future-proofs operations tomorrow, without locking teams into closed or inflexible ecosystems.
The State of Customer Experience 2026
Customer expectations are accelerating faster than most businesses can keep up.
In our fifth annual State of Customer Experience report, we surveyed 5,000 U.S. consumers to understand how expectations are changing, where businesses are falling behind, and what great CX looks like in the age of AI.
Download the report to learn:
- Why 51% of customers say businesses fall short when they need help
- How speed, automation, and seamless human handoffs define great CX in 2026
- The thin line between loyalty and churn — and what it takes to stay on the right side of it
NASA elevates website experience with real-time visitor feedback from Verint
NASA enhanced its website by collecting real-time qualitative feedback from visitors using Verint Voice of the Customer. By integrating open-ended surveys and demographic insights, NASA now continuously refines its digital presence to better serve its 50 million annual visitors.
"While NASA had tools to monitor quantitative metrics, it sought to gain more qualitative feedback from website visitors.” – NASA
Channel Automation
To create an optimal customer experience, retailers need to strike a balance between digital and traditional channels. Imagine if you could connect touchpoints across front and back-office workforces, offer a single source of contextual knowledge, and accurately analyze interactions.
With Verint Channel Automation, you can unify customer interactions across channels in a single-pane agent experience to power consistent conversations, leverage automation, and deploy staff flexibly all with fewer resources and less effort.
Driving recommendations and repeat customers
Your customers demand seamless experiences across in-store and digital channels. If you fail to invest in the physical store or reimagine your digital experiences, you could lose the ability to understand your customer, which negatively impacts your ability to drive loyalty and repeat customers.
On the other hand, those who focus on improving the customer experience will see improved CSAT and NPS scores. By implementing a CX program to integrate online and in-store assets, you can remove friction from the buying process and gain more repeat sales and recommendations.
Featured retail resources
Frequently Asked Questions
Retail customer engagement software helps retailers manage, personalize, and optimize interactions with customers across channels such as voice, chat, messaging, email, and digital touchpoints. It brings together customer data, interaction history, and automation to deliver more consistent, connected experiences whether the customer is engaging online, via the contact center, or in-store.
Retail workforce management (WFM) is the practice of forecasting demand, scheduling staff, and managing intraday performance across retail operations – especially contact centers. In a retail contact center, workforce management ensures the right number of agents with the right skills are available across voice, chat, and digital channels to meet customer demand while controlling costs and reducing agent burnout.
Verint supports retail contact centers during peak seasons through AI-powered forecasting, omnichannel scheduling, and real-time intraday management. Verint Workforce Management helps retailers anticipate seasonal demand spikes, plan staffing around promotions and holidays, and make rapid adjustments when demand shifts – so service levels remain high even during periods of extreme volume.
Verint supports both in-store and digital customer engagement by connecting workforce management, customer engagement, and analytics on an open, CCaaS-agnostic platform. This enables retailers to align contact center operations with broader retail workflows, integrate digital interactions with customer data, and gain visibility across channels – supporting unified customer experiences without siloed systems.
Learn More About Verint's Customer Engagement Platform
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