Don't gamble with your community. Verint is your best bet!
We chose to migrate our robust, customer support community to the Verint/Telligent platform two years ago. Our public, external community …
Overview
What is Verint Community?
Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired…
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Senior Community Strategist
Analog Devices (Electrical & Electronic Manufacturing, 10,001+ employees)
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What is Verint Community?
Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired Telligent in 2015.
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What is Verint Community?
Verint® Community™, formerly known as Telligent, is an online community and self-service solution available in the cloud or on-premises designed to help elevate customer, partner, and employee engagement, build trust, improve customer service, and enhance digital marketing and social commerce.
Verint Community can be used to reduce demand for support, elevate the voice of the customer, and enhance team productivity.
The vendor states that customers have seen, for example, >40% average decrease in support cases within the first 6 months of adoption, and 33% YoY decrease in support costs.
Verint Community can be deployed as a standalone solution, integrated with, or embedded into other enterprise systems.
Verint Community Features
- Supported: Discussion and Q&A Forums w/Verified Answers
- Supported: Blogs
- Supported: Wikis
- Supported: Knowledge base
- Supported: File/Resource Gallery
- Supported: Polls
- Supported: Public, Private, and Semi Public or Private Groups/Micro-communites
- Supported: Gamification
- Supported: Member Presence Indication / Expert Finder
- Supported: Private Messaging
- Supported: Reputation Scoring Model
- Supported: Content and People Recommendation Engine
- Supported: Engagement Reporting (w/ Data Visualization)
- Supported: Flexible UI configurable at site and group level
- Supported: Case Integration w/Salesforce CRM, MS Dynamics, and ServiceNow
- Supported: Automation Studio : Built-in Developer Tools
- Supported: Widget Studio : Built-in Developer Tools
- Supported: Theme Studio : Built-in Developer Tools
- Supported: Articles
- Supported: Ideation
- Supported: Marketplace
- Supported: Mobile
Verint Community Screenshots
Verint Community Videos
Customer Story: Analog Devices Advances Digital-First Engagement for Customers and Employees
Verint Community product DEMO
MyOlympus Community Promo
Hear how Verint Community provides Lenovo, a global technology company employing 82,000 people around the world and serving millions of customers every day in 180 markets, with a unified platform to host its global communities and maximize the opportunity for engagement across its business segments.
Verint Community Integrations
Verint Community Competitors
Verint Community Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows |
| Mobile Application | Apple iOS, Android, Mobile Web |
| Supported Countries | Global |
| Supported Languages | English, Spanish, French, German, Italian, Brazilian Portuguese, Dutch, Japanese, Simplified Chinese, Others available upon request |
Verint Community Downloadables
Frequently Asked Questions
Verint Community (Telligent) is a community and collaboration software platform developed by Telligent Systems and was first released in 2004. Telligent's focus was on offering a platform that can be integrated and extended, but this requires technical expertise. Verint acquired Telligent in 2015.
Higher Logic Thrive, Salesforce Experience Cloud, and Khoros Communities are common alternatives for Verint Community.
Reviewers rate Support Rating highest, with a score of 10.
The most common users of Verint Community are from Enterprises (1,001+ employees).
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Reviews
(1-7 of 7)Companies can't remove reviews or game the system. Here's why
November 07, 2023
Don't gamble with your community. Verint is your best bet!
Score 10 out of 10
Vetted Review
Verified User
We chose to migrate our robust, customer support community to the Verint/Telligent platform two years ago. Our public, external community serves our customers' product support needs and is also utilized by ADI engineers across the organization. We made the decision to move to Verint/Telligent after careful analysis of several community platforms. Verint/Telligent checked "all the boxes" and fulfilled our business needs for a platform that could continue to grow and evolve with our community.
- A wealth of OOTB functionality, keeping customization light if preferred.
- Insightful analytics built into the platform.
- Automation rules that can be written to update permissions and send emails. (Lots of capability to tap into here.)
- You can control permissions down to the content level.
- Accessing user view widgets for personalization.
- Blogs can be saved in draft state for editing and can be set to publish at a future date. I schedule out 3-4 weeks of content at a time!
- Because of the detailed permission structure it can take some time to assign permissions to new groups. I believe Telligent is working on permission inheritance for a future release.
- Cannot edit tags without editing content.
- Would like to be able to report on content by keyword. Results such as how many pieces of content contain a specific keyword, when they were created and by whom. Tag cloud is available but would like a report to share with our business units.
- Verint does not market this hidden gem.
We use Verint community as a knowledge retention platform where users can find/ask questions for their issues. Currently this platform is being used more as a question-answer community, but we're trying to shape it up as a true global community. So, we've been hosting events, crow sourced content (Community Guides, etc.) and other advocate programs. With our community, we will be able to track ROI by seeing how many answers have been provided, and what are the issue trends that we're seeing with our products once a piece of content is pushed on the community. We've also deployed a federated search on our community which will enable us to track user journeys, and track deflections from previous already existing community threads.
- Open API
- Verint Marketplace
- Standard forums and layout
- Platform customisation
- Overall Platform reliability - I believe there's too many issues with outages, DDOS attacks, and over all performance of our community
- I believe there are a lack of documentation surround the product - We upgraded to v12 to fix the user reputation issue, and also got access to Audit logging. But there is no documentation surrounding audit logs. All those logs are alien to us.
- Discrepancies in reporting - The metrics changes slightly everytime you pull the same report.
March 24, 2023
A very good external community solution
We use the Verint Community to run our externally facing customer community. Our main use cases are:
Forums where anyone using our technology can ask questions
Technical blogs designed to educate and engage
Communities of Practice around topics like innovation and research
The community helps us address items like case deflection in the forums. We utilise blog posts to tell our developer audience about releases, updates, where Arm is present around the world. Blogs help us build thought leadership and awareness of our technology and its capabilities. The ability for our audience to engage with us in an open and transparent setting is vital to building relationships and helping people using our technology to progress. We also utilise calendar and event functionality to engage members around offline and online events. Providing pre and post content in the community helps us deliver engaging event experiences for attendees.
Forums where anyone using our technology can ask questions
Technical blogs designed to educate and engage
Communities of Practice around topics like innovation and research
The community helps us address items like case deflection in the forums. We utilise blog posts to tell our developer audience about releases, updates, where Arm is present around the world. Blogs help us build thought leadership and awareness of our technology and its capabilities. The ability for our audience to engage with us in an open and transparent setting is vital to building relationships and helping people using our technology to progress. We also utilise calendar and event functionality to engage members around offline and online events. Providing pre and post content in the community helps us deliver engaging event experiences for attendees.
- An excellent customer community. The Verint community is full of extremely knowledgeable support staff to answer questions, and other customers who are always happy to share help, tips and tricks, and best practices. I find this an extremely valuable resource.
- There are a range of extremely helpful admin tools to help troubleshoot issues. One example is the impersonate feature that allows you to act as other users to see what problems they might be experiencing.
- The ability to configure features according to your needs, and leave out what you don't need is extremely helpful. It is easy to manage features and permissions across all the different groups and applications.
- The terminology of some reports, and how the reports work, is not always clear at first. More could be done to educate on getting the most from reporting.
- If there is a bug in your version, you are advised to apply a service pack which is not always possible to do. Not easy to get fixes for bugs.
We use Verint Community to run our global community website for electrical engineers. We needed a platform that was scalable, allowed for localisation, could be self-hosted (in Azure), was extremely customisable (including features in the content editor), and had a regular release cycle for product updates. Verint Community ticked all the boxes.
- Customisable
- Scalable
- Self-hosted
- Various hosting options
- Supports Localisation
- Product ideas raised by users of the platform take a long time to get implemented (if ever), with little feedback from the company on the progress of the idea, and where it is in their process.
- There's no developer advocate, or programme of events for bringing the developers together. Jive Software did a really good job of this in the past.
- Development documentation is okay, but lacks code examples showing how to use the (many) APIs available.
- Could really do with a GitHub repo of working examples to help get developers up-to-speed more quickly.
- If you find a bug, there's not usually any way to get a hotfix.. so you're left waiting for a version upgrade to have the problem addressed, which can take months, even for serious issues.
December 14, 2022
Verint Community - A worthy platform with small hiccups
We use Verint Community (Telligent) for our three communities: business, education & gaming. We mainly use it for engaging with our customers and expanding our e-commerce customer engagement.
- Interaction with customers using social media tools
- Applications like blog post, forums & events which help in keeping the communities active and engaging
- Ability to expand and promote our e-commerce business with users in a segment level
- Verint Community can work on improving the language part of their business which would help in interacting with customers in non English countries more easily
- User interface is very dated, it required very high customizations from our side in order to be using it as functional. Hoping for UI part to be more focused on their upcoming updates.
- Features such as chatting and group chatting could be introduced in a similar way to other big social media companies
- They could build a mobile application as well other than the website for much better collaboration and ease of use.
Score 8 out of 10
Vetted Review
Verified User
Verint Community is used as the platform that hosts an external online community to support connecting early childhood systems builders and professionals across the United States. It allows for peer-to-peer connections to form organically, provides a place for people from different organizations to work together on complex problems, provides a place for members to crowdsource and discuss resources from across the early childhood field, and ask for help and guidance from peers.
- Open API allows for integrations and custom development work so that you can enhance the out-of-the-box features
- Flexible back-end system administration and design elements that allow you to create the user experience that makes sense for your community and use cases
- Strong discussion forum functionality with multi-level threading
- Ability to create an online community that has public-facing groups and content as well as member-only, private, and secret groups.
- Search is strong
- While still not ideal, the reports/analytics are stronger than some other community platforms
- The user experience out-of-the-box could be improved, especially the new member onboarding and welcoming experience. For example, it isn't easy for users to figure out how to subscribe to the various applications that are turned on for a group (blog, calendar/events, wikis, ideas); by default group members are only subscribed to discussion forums. We wish that system admins could define default notification, subscription, and email digest settings for users.
- The design of some of the widgets could be improved and made consistent across application types.
- You can do anything you want with the Verint Community platform if you have a developer or a development team -- if you don't, it can be costly to enhance the out-of-the-box features to get the experience you are trying to build for your members.
- The Automation Rules that have been enhanced recently hold a lot of promise, but need to be made easier for a non-programmer. Some standard automation rules need to be created in order to support driving desired member behaviors.
- The system does not allow for file collaboration and isn't integrated out-of-the-box with file storage platforms like Google Drive, Box, Dropbox, etc. -- having version control on uploaded files would be a welcome enhancement. This would allow us to build collaboration groups where people from various organizations could more easily collaborate together on files.
September 11, 2020
Create a custom community experience; highly recommend
Score 9 out of 10
Vetted Review
Verified User
Verint Community is being used to host our online community for educator users. This program is available for all of our users and internal staff to communicate and collaborate. This online community is solving user engagement and opens a new channel for communication.
- Custom design.
- Flexible admin management.
- Reporting and member analytics.
- Improved notification systems to members.
- Search and filtering.
- Permissions and roles are complicated.