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Verint Community

Score9.9 out of 10

49 Reviews and Ratings

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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.

Categories & Use Cases

Media

Screenshot of the Sophos Community, built on Verint Community, that offers forums, blogs, events, and membership perks for its users
Screenshot of VisionAires, a community powered by Verint, that features working groups, event, and a content hub
Screenshot of an Avnet community with courses, competitions, and networking opportunities
Screenshot of the ADI Engineer Zone, which is a community hub with built-in learning modules, webcasts, blogs, and support
Screenshot of MicroFocus' community to ask questions, join conversations, or share ideas
Screenshot of the England Football Community, a place to connect with people and join the conversation about all things football.
Screenshot of Thwack, which is an IT community with blog posts, events, and community groups.
Screenshot of IET ENGx, which offers engineers a 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, that offers the ultimate resource base and community for its health insurance members.
Screenshot of Macmillan Cancer Support, which creates a place users can talk to people affected by the same cancer, share experiences, and ask experts important questions.
Screenshot of Macmillan Cancer Support's ask an expert section.

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Screenshot of the Sophos Community, built on Verint Community, that offers forums, blogs, events, and membership perks for its users

Most Frequent Users

Top 3 industries using Verint Community
Based on HG Insights installation data
View all Reviews
#1 most frequent

Professional, Scientific, and Technical Services

21.1%

8 installations of 38

#2 most frequent

Information

18.4%

7 installations of 38

#3 most frequent

Manufacturing

15.8%

6 installations of 38

Reviews

What users are saying about Verint Community.
View all reviews

Verint Community - 2025 Review on Community

Hope GayView profile
Learning Leader - Personal Lines in Corporate at Sentry Insurance (1001-5000 employees employees)

Use Cases and Deployment Scope

Verint Community is used by myself as the one stop shop to learn, collaborate and network about the Verint Technology our contact center purchased. I have learned it is true that what you put into something your work with with improves the results you get out of it. The community has allowed me insights to new visions for quality, training, scheduling and providing productive coaching and development for our contact center associates. It also lets me see how the contact center is trending and the pros and cons of moving in that direction. I appreciate so much the quick response of the admin team and other Verint users in the community. Give it a try, you will find benefit.

Pros

  • Discussion Boards
  • Insight Artices
  • Real use cases for Verint technology
  • Fun and Networking

Cons

  • I would like to see engagement in the Elevate platform increase in discussions. We get so busy in our day, it is hard at times to get enough activity in a topic I know many struggle with in the contact center. The more sharing the better.
  • It would be nice if it were easier to connect as friends. That piece in Elevate seems difficult to build a network group and communicate with them all at one time on a topic or encourage them to join a discussion board when you know they have contributions that would benefit.

Return on Investment

  • At times, troubleshooting in the software tickets takes too long. However, we have worked with that team to share our specific examples and have seen some improvement in this area, yet there is not always good response with documentation to reference later should an issue arise again. The ticket team could do better to point us to resources that will help.

Usability

Other Software Used

Clarabridge (discontinued)

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

Incentivized
Verified User
Manager in Customer Service (201-500 employees employees)

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

  • 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.

Cons

  • 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)

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

Higher Logic Vanilla and Khoros Communities

Other Software Used

Sugar Sell (SugarCRM), Slack, Canva

Community, good start, let's make it better.

Incentivized
Jeremy DavisView profile
Director, Operations WFM at AAA NCNU (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use the Verint Community as both a resource for watching and reading articles to learn and grow and a place to peruse and share ideas on how to improve the product.

Pros

  • One location to bring users together.
  • Easy to understand articles.
  • great videos for learning the system.

Cons

  • A better and more simplified user interface.
  • Make things easier to find.
  • Have more engagement with the end users.

Return on Investment

  • Release notes provide needed intel on what is changing.
  • Reading others ideas to see how others are struggling in the same area we are.

Usability

Alternatives Considered

Genesys

Other Software Used

Bringg, Google Sheets, Microsoft Excel

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

Lisa AllisonView profile
Senior Community Strategist in Marketing at Analog Devices (10,001+ employees employees)

Pros

  • 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!

Cons

  • 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.

Return on Investment

  • 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.

Alternatives Considered

Jive-x (Discontinued), inSided Social Business Platform, Higher Logic and Khoros Communities (Formerly Spredfast + Lithium)

Usability

Other Software Used

Microsoft Teams, Skype for Business (formerly Lync), Workfront

Community easing pain points.

Bridgett WaplesView profile
Lead Digital Communications Consultant in Social Media at Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas (10,001+ employees employees)

Use Cases and Deployment Scope

Verint Community is used as a engagement educational community for our members and non-members to learn about health & wellness topics, health insurance and ask us questions. The business problem this community addresses is the educational value of the content, as health insurance can be a confusing topic with the various options. It also provides members an FAQ and opportunity to ask questions pertaining to their own health insurance plan. Our use case is member educational and easy to ask questions in a space easily accessible to all.

Pros

  • Forums - organizing forum questions and identifying answered
  • Various layouts of blogs, divided by groups to enable different or similar layouts throughout the site. Ability to enable all to view the same or have particular groups of blogs to stand out and have it's own look and feel
  • ability to customize widgets to the needs of your use case

Cons

  • Sunsetting items, if an item is sunset have a list of where that item is interlinked throughout the community.

Most Important Features

  • Forum and security for private messages
  • Various ways to display content and navigation

Return on Investment

  • Answering over 11K questions in an online community space in a year, reduced phone calls (results in reduction of hold time for callers).

Other Software Used

Wrike, Adobe Analytics

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