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Has the potential, but lacks direction and commitment from Verint
Updated July 19, 2023

Has the potential, but lacks direction and commitment from Verint

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Modules Used

  • Telligent Community
  • Telligent Enterprise
  • Telligent Analytics

Overall Satisfaction with Verint Community

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.
  • Reporting
  • Platform Reliability
  • Event management analytics
  • Customer engagement analytics
  • We've saved hundreds of thousands of dollars with community answers
  • The downtime has impacted our team metrics and value
  • We're seeing more customers and partners activity on our community than ever before
Verint Community has an open marketplace that has some really nice widgets and customizations that can come in handy for just about anything that we need. I feel that this platform needs a little bit more polish, especially for the reporting metrics. Also, lot of those widgets and customizations provided on the marketplace should be offered as out-of-the-box solutions, but I like the flexibility.

Do you think Verint Community delivers good value for the price?

Yes

Are you happy with Verint Community's feature set?

Yes

Did Verint Community live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Community go as expected?

Yes

Would you buy Verint Community again?

Yes

We've been using this community since 2015, so safe to say we've had our fair share of experience with this. This platform is well suited for many use cases (technology, healthcare, non-profit, etc.) but not in its current state. Verint Community has great potential. If this platform had better focus from Verint, I'm sure it could've been much better. They must fix the core issues with reporting, start listening to their customers, and return to the game.