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Verint Community

Verint Community
Formerly Telligent 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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Recent Reviews

Verint Community

9 out of 10
June 14, 2023
Incentivized
Verint Community serves as a large knowledge base where you can find resources for a wide array of issues to see how other users overcame …
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Awards

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Reviewer Pros & Cons

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Pricing

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Verint Community

Verint Community

N/A
Unavailable

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.

Entry-level set up fee?

  • Setup fee optional

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

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

Screenshot of Sophos Community offers forums, blogs, events, and membership perks for its usersScreenshot of VisionAires is a community powered by Verint featuring working groups, event, and a content hubScreenshot of An Avnet community with courses, competitions, and networking opportunitiesScreenshot of The ADI Engineer Zone is a community hub with built-in learning modules, webcasts, blogs, and supportScreenshot of MicroFocus is a community to ask questions, join conversations, or share ideasScreenshot of The England Football Community is a place to connect with people and join the conversation about all things football.Screenshot of Thwack is an IT community with blog posts, events, and community groups.Screenshot of The IET ENGx is engineers' go-to place for practical advice, information and networking to help with their career.Screenshot of The Connect Community of the BlueCross and Blue Shield of Texas offers the ultimate resource base and community for its health insurance members.Screenshot of Macmillan Cancer Support is a place users can talk to people affected by the same cancer, share experiences, and ask experts important questions.Screenshot of Macmillan Cancer Support - ask an expert section.

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 TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, 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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Comparisons

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Reviews and Ratings

(45)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
November 03, 2023

Verint Community gives you all of the tools you need to manage a robust community for your customers

Verified User
Manager in Customer Service
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
My company uses Verint Community to host and manage our online user community, connecting our customers, partners, employees, and anyone else interested in our products. Members share experiences, help solve technical challenges, stay up-to-date on company updates and product releases, access our training resources, and much more. The platform is extremely flexible and customizable, so the digital customer experience fits extremely well within our existing branding, making the site feel like "ours" instead of other platforms which are more obviously "an X community with the customer's branding and color scheme." This also gives the ability to configure the community actions and user experience to fit our needs on a whole-site and per-group basis, so the community can be the right thing, in the right place, at the right time, for all users. We also have moments where it feels like we've barely scratched the surface of what's possible and look to continue to leverage the flexibility extensively over the next year and beyond.
Pros and Cons
  • Customization/flexibility - The platform can be truly made "yours." How far to take this can depend on what skillsets or budget you have available for customizations, but customers have an opportunity to provide an unparalleled experience for members. Almost every aspect of the site experience can be configured which seems to be a unique offering.
  • Customer service - They have a very active community filled with fellow community managers and developers who are eager to support one another. The Verint staff is extremely engaged, always offering to help, accessible and transparent when sharing insights, and generally pleasant and supportive! The ideas for improvements that I've received from the Verint team or fellow customers have been invaluable.
  • Affordable - In our vendor selection process, Verint came in among the lowest in price AND highest in value.
  • Flexible hosting environment - Choose if you want them to host and manage the back end, or if you want to host yourself. Not having to worry about server maintenance is a huge weight off the customer's shoulders, and you don't have to decide whether to sacrifice hosting for flexibility.
  • Integrations - The platform API is robust and well-documented, so you can integrate the site in any way you want into your existing systems if you have the proper knowledge.
  • Edit - After doing some roadmap planning with my team for the next year, I'm extra excited about this flexibility. We've planned out some really interesting and impactful updates for our community members that would likely not be possible (or as easy) on other platforms.
  • Transparent roadmap and ideation process - The Verint team really listens to their customers and implements improvements to the platform based on customer input. They readily share what's coming soon and keep realistic expectations on what will (or won't) be done and when.
  • Edit - The most recent roadmap updates seem to have a well-planned schedule over the next year or so and are looking to benefit new and existing customers. Not all of the new functionality is relevant to me specifically, but I'm excited about the updates and how they'll impact me as an administrator and my community members.
  • More flexible reporting - There are a lot of reporting options, but the inability to create your own custom reports is a challenge. I know this is a pain point for other customers and the Verint team is working on better ways to improve this. This can also be worked around by pulling data from the APIs or exporting to Excel and manipulating it in other ways which are not ideal, but worthwhile if the needs arise.
  • Upgrade process - This can be cumbersome and daunting, even on a site hosted by Vertint. There is still a lot of responsibilty placed on the customer/site admins, but upgrades aren't forced either as the customer gets to choose when to perform the upgrade.
  • Exporting - individiuaul content details are difficult to export from the system (e.g. a list of forum posts or ideas)
Likelihood to Recommend
If you're looking for a community platform that you want to be able to tailor to your needs and have an extremely high level of configuration/customization options, this is the one for you. I would caution against using this as a "beginner" platform for a company or community manager, but if you're looking to really "level up" your community experience, Verint is an amazing option. Other platforms may be easier or can be launched with a minimal amount of effort, but Verint is that situation where you get out what you put in. A little extra work and truly understanding your community needs can take you leaps and bounds against other solutions. That being said, for anyone new in the community space, Verint can fill that need too, but you're going to have access to so many more tools than you'll know what to do with.

With the platform, we were able to integrate or replace multiple other sites for our customer digital experience and simplify how our customers work with our company. Highlighting our community has become a tool for our sales teams and a factor for our renewals teams.
Most Important Features
  • Customization/Flexibility of the UI and UX
  • Easy to use UI/UX for members/customers
  • Add-on marketplace to extend the platform, which is full of both free and paid configuration packages
Return on Investment
  • We have not tracked specific numbers, but our salespeople and renewals team reference and share our community regularly when working with prospects and customers to help show the additional offerings our company provides in additional to the actual product.
  • Our views have increased over 40% from 2021 to 2022, showing a huge impact for our customers.
Alternatives Considered
Both Higher Logic and Khoros came in with very few benefits compared to Verint with a much higher price point, and potential for additional expenses. With Verint, we added some initial implementation services but were able to plainly see and understand any future financial impact, whereas other vendors were much more ambiguous about how much we might pay for services we might need in the future.

Both other vendors seemed to have plenty of integration options, but very specific ones (e.g. We have a CRM integration... if you use Salesforce. We have an LMS integration... if you use [this vendor]). Knowing that their out-of-the-box integrations were not in our existing tech stack made for a very unclear path forward.
Other Software Used
Sugar Sell (SugarCRM), Slack, Canva
Products Replaced
Yes
We moved to Verint Community from Jive-x after it was acquired by Khoros and subsequently sunset. We had the option to migrate to Khoros but ultimately chose to broaden our search for replacement vendors and significantly preferred Verint. We probably would have stayed on Jive had it not been for the acquisition, but the move to Verint has been a huge improvement in our community offering.
Key Differentiators
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Features and flexibility -- Our team had a lot of lofty goals about what we wanted to achieve and how we wanted to configure our community site. Verint offered the toolset and configuration/customization options to help us achieve those goals.
March 21, 2023

Verint Community (Telligent) is perfect for our needs

Verified User
Employee in Information Technology
Law Practice Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
I manage the platform along with another community manager. We use the platform to create a community to help our users with support, networking and knowledge sharing.
Pros and Cons
  • It is a highly configurable system
  • Rolling out changes is super easy and quick
  • Has a lot of feature depth (including integrating with other systems)
  • Make it easier to customize widget UI - without requiring extensive coding experience
  • Provide templates for Community homepages that are simple and have great UX
  • Make it easy to change the theme
Likelihood to Recommend
Great configurability and flexibility. However, there should be more options of presenting the Group navigation - which collapses into this dropdown view and therefore has two states which can be confusing.
Most Important Features
  • Groups
  • Role-based member assignment
  • Forums and threads
  • Ideation
  • Some customizations
Return on Investment
  • Call deflection
  • Support documentation
  • Peer groups for our users
Alternatives Considered
Better configurability, out-of-the-box experience and performance
Other Software Used
Users and Roles
Community managers, Product management, customer service reps, sales and account management
Support Headcount Required
3
Community managers
Product managers
Business Processes Supported
  • Collecting product feedback
  • Customer support
  • customer relationship
Innovative Uses
  • Internal tool to collect ideas
  • Call deflection
  • increase NPS
Future Planned Uses
  • sharing product feature updates
  • running training webinars
  • AMAs
Likelihood to Renew
10
Highly customizable, easy-to-use and scalable product.
Products Replaced
Yes
IBM Tibbr
Key Differentiators
  • Product Features
  • Product Usability
Evaluation Lessons Learned
N/A
Implementation Details / Implementation Partner
  • Third-party professional services
SocialEdge Consulting LLC
Implementation Phases
No
Change Management Lessons
Change management was a big part of the implementation and was well-handled
Implementation Issues
  • Sign up flow integration with in-house authentication system
  • User migration
Implementation Rating
9
all customizations should be under warranty so that you get the right level of support from the 3rd party.
Training Types Used
  • No Training
Ease of Verint Community Training
yes. Easy to learn with the available documentation
Product Configurability
10
highly configurable
Configuration Lessons
N./A
UI Customization
Yes - we have customized the interface extensively
we have applied our own theme, developed new widgets and new automations and extensions. it depends on the customization and each customization has varying levels of difficulty to execute.
Extensibility and Customization
Some - we have added small pieces of custom code
Automation and extensions
Additional Customization Considerations
N/A
Support Rating
10
Responsive and highly available support.
Premium Support
We have a support package
Bug Resolution
Yes
Yes it was resolved in a timely fashion. The support person was knowledgeable.
Exceptional Examples of Verint Community Support
Frequently. We have a product environment with them and when we see a need to deployment something asap, Verint support is quick to help us.
Usability
9
Overall a very user-friendly product. Some terminology can take getting used to (applications, subscriptions)
Easy Tasks
  • widgets and layouts
  • Widget configuration
  • reports
  • member management
Difficult Tasks
  • automation
  • custom reports
  • creating complex groups with multiple sub-groups - no way to copy group config to another group
Mobile Interface Availability and Impressions
Yes, but I don't use it
Scalability
10
Highly scalable system with the ability to expand to an increasing number of users and communities
Reliability and Availability
10
Performance
10
Systems Integrated With
  • Aha!
  • Pendo
Future Integration Plans
  • N/A
Types of Integration
  • Single Signon
  • API (e.g. SOAP or REST)
Webhooks
Ease of Integration
7
Integrations need to be coded by developers. There is no no-code way to achieve integrations - but I am sure a future update to Verint may include this capability.



Integration Lessons Learned
Plan, pilot and then implement slowly.
Pre-Sale Experience
10
Easy to work with.
Post-Sale Experience
10
They were available when required and eager to help
Key Negotiation Points
Pricing, acceptance criteria and warranty.
Dealing with Verint
Ensure your requirements are clear before you approach the vendor
Upgrade Process
Yes
Upgrade Benefits
  • new features
  • bug resolution
  • performance
Anticipated Benefits from Future Upgrades
  • same as earlier answer
Future Edition Upgrade Plans
No
Migrating Between Editions
No
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