PRESS RELEASE: Verint® and Telligent®, A Verint Company announced a major new release of its Telligent Community™solution. Among the latest advancements to Telligent Communityare new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model.
These advancements—which mark a milestone in the ongoing innovation of solutions focused on customer and employee communities—are designed to further organizations’ use of actionable intelligence that flows through their communities as they focus on the advancement of strategic objectives, such as gaining a holistic view of customer service effectiveness, integrating social experiences on the web and supporting digital transformation initiatives.
The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage. This new release marks the first community product introduction to follow the acquisition of Telligent by Verint in 2015.
Community Management Advancements for Increased Efficiency
The suite of Telligent applications and services features advanced management capabilities designed to reduce the time and resources required to manage the community. Among these are new moderation functionality, updates to leaderboards, search engine optimization (SEO) updates, new content management tools, and enhancements to question and answer (Q&A) workflow for customer support use cases. All of these enhancements are designed to free the community owner to spend more time with customers.
Staging and Publishing Workflow Enhancements to Simplify Deployments
New workflow capabilities in the Telligent solution enable users to stage and preview changes and updates to the community prior to rolling them out into live user environments. For Telligent customers upgrading from previous versions or upgrading widgets, these staging and publishing enhancements can save valuable time and effort, and simply workflow and deployment.
Addition of Intelligent Content Management and Moderation Capabilities
Also new to Telligent Community is the introduction of analytics, user reputation and abuse reporting to enhance and simplify workflow associated with moderating content and users. These expanded moderation capabilities provide services across all content published within the community and add a process that enables content authors to appeal when content is incorrectly moderated. This represents yet another advancement designed to ease the workload of the community manager.
New Community as a Service Offering
In addition, the Telligent solution is now available in a Community as a Service (CaaS) model. By using CaaS, organizations can benefit from the full suite of applications, services and management tools offered by Telligent Community. The CaaS offering is a Telligent managed service solution that enables customers and partners, and their developers, to build the unique, creative community experiences they desire.
Ongoing Investment in the API Economy
For developers, the solution features a host of advancements, including moving many of Telligent Community’s integrations to open source on GitHub. It also has new editors for managing content, as well as editors for managing all design elements, such as CSS. Further enhancements involve expanded APIs, WebHooks and application tracing, all designed to simplify development efforts for customers and partners that want to build on the Telligent platform. The solution also includes updates to its widget studio functionality for managing the full user experience.
“Telligent is delighted to bring these new capabilities to market as we continue to invest in and grow our business in social software for customer and employee communities,” says Rob Howard, vice president and general manager for social communities, Verint Enterprise Intelligence Solutions™. “These latest advancements are designed to offer our customers more deployment model options, enable 100 percent customization and simplified management, and add advanced functionality for sharing ideas and feedback.”
Customer communities serve as a natural extension to customer engagement optimization, and today, only Verint offers communities as part of a comprehensive platform with ties to engagement management, customer analytics and workforce optimization. Using the Telligent solutions, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, web self-service, and customer and employee communities. Leveraging community software, companies can foster customer-to-customer and employee-to-employee collaboration and trust, support and drive enhanced self-service and social support, lower service costs, and enable destinations for dynamic digital marketing campaigns, while fostering new levels of customer and employee engagement.