Overall Satisfaction with Verint Community (Telligent Community)
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.
- The response time reporting has allowed greater visibility into our ability to meet our SLA. Transparency for the forum managers allows for them to manage their teams more easily and see where support may need to be augmented.
- Engagement tracking is easier to evaluate with four levels of engagement being monitored. We can target campaigns based on the activities of the four engagement types.
- Jive-x (Discontinued), inSided Social Business Platform, Higher Logic and Khoros Communities (Formerly Spredfast + Lithium)
As stated in my opening, Verint fulfilled all of our business needs and has the most robust out of the box functionality. Many of the other platforms require heavy customization for design and reporting. Telligent has a full library of drag and drop widgets and a theme studio that allows community managers to design group pages and update their theme without having to be technically savvy. Telligent also hosts automation rules that can be written to leverage the APIs to automate community processes. Reporting includes: Community health, Top searches, Searches with no results, Active/Viewed Content, Active/New Groups, Member participation and several more.
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?
Yes
Did implementation of Verint Community go as expected?
Yes
Would you buy Verint Community again?
Yes