All good, until things break down and you have to open a ticket :S
June 15, 2023

All good, until things break down and you have to open a ticket :S

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

Modules Used

  • Telligent Community

Overall Satisfaction with Verint Community

Customers, users and Partners of our products alike, can find answers to their questions (Among another things, such as Recommended Reads, Blogs,etc) in the community 24/7, which reduces the call volume our Technical Support team receives, allowing to reduce the call wait for customers and at the same time allowing engineers to have more time to focus on their cases.

Pros

  • Interface
  • customizable UI
  • Open API

Cons

  • Reporting
  • Forums/Group options for modearation
  • Moderation queue
  • Improve Technical Support
  • Platform security
  • Lack of Features or delay of long awaited features
  • Not desired features being pushed
  • Not a true SaaS
  • Lack of Documentation
  • Reporting
  • Forums
  • Customization
  • Deflection of cases/Calls
  • Knowledge sharing
  • Downtime pushed to upgrade the community during business hours

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?

No

Did implementation of Verint Community go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Community again?

No

I think the Verint Community is well suited, for companies who want a better engagement with their users, specially for medium organizations, using Verint, can help you put your company out there.

Since a lot of the work is manual in the community, using the community without dedicate people from the organization to it, might be a bit hard to handle.

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    commented 2 years ago
    Hi Emmanuel! Thank you for writing a review about Verint Community. I am glad to hear that you are able to make Community work for you 24/7 by having ready answers to questions. Thrilled to hear that you are seeing a clear ROI in the deflection of cases/calls, in knowledge sharing, and in downtime management. Also thank you for sharing your thoughts about areas that need improvement, such as reporting, or feature development. We are continuously working on improving Community’s performance and the support we provide to customers. We are looking forward to uncovering areas for growth and revision and addressing your problems in upcoming Verint meetings (I understand you may have one coming up soon). In the meantime, have a great rest of your day!

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