Don't gamble with your community. Verint is your best bet!
Lisa Allison | TrustRadius Reviewer
September 09, 2020

Don't gamble with your community. Verint is your best bet!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Telligent Community
  • Telligent Analytics

Overall Satisfaction with Verint Community (Telligent Community)

We chose to migrate our robust, customer support community to the 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 Telligent after careful analysis of several community platforms. 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.
  • 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.
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.
We came from another vendor that offered a platinum support model and were seeking the same level of attention to our account. Telligent has not only met our expectations for support, they have done so as an inclusive part of their sales model - no extra support packages to purchase. We are very impressed with our CSM and the technical folks who answer tickets. Response times are very quick and the tech teams are willing to jump on a call if more clarification is needed.
When we migrated many of our members did not even realize we had done so. The platform is easy to navigate for end users with intuitive CTA buttons. Community managers will be able to pick up the admin console quite quickly. The admin panel is laid out in a logical manner and there is a wealth of documentation on the Telligent community for the admin functions and API.

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

Yes

Are you happy with Verint Community (Telligent Community)'s feature set?

Yes

Did Verint Community (Telligent Community) live up to sales and marketing promises?

Yes

Did implementation of Verint Community (Telligent Community) go as expected?

Yes

Would you buy Verint Community (Telligent Community) again?

Yes

Microsoft Teams, Skype for Business (formerly Lync), Workfront
Verint/Telligent can support internal or external communities. The automation rules make Telligent well suited for product support alerts used in external communities and email notifications regarding member inactivity that can be used for external and internal communities.

Telligent is comprised of various applications that may be added to any group. Applications such as: forums, wiki, blogs, ideas, calendar and galleries. This allows for a wide range of content. The applications used by Telligent allow for a sub forum or sub group model, making it ideal for a variety of community use cases.