Verint Systems announced the latest release of its Telligent Community solution, which includes community management tools and user-experience capabilities. Additional upgrades include workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a community-as-a-service model.
These advances are designed to further organizations’ use of actionable intelligence flowing through their communities as they focus on improving strategic objectives, such as gaining a holistic view of customer service effectiveness, integrating social experiences on the Web and supporting digital transformation initiatives.
"User friendliness is very important for a platform like Telligent Community. In fact, with this latest release, Verint interviewed customers and organizations running competitors’ solutions to make sure we had mapped features and functions to the personas and use cases of our customers," Rob Howard, vice president and general manager for social communities at Verint, told eWEEK. "We found that the community manager—the person who spends time managing the community day-to-day—often has other responsibilities too."
Howard explained this is an area where the company spent a lot of time thinking through several key features, such as adding automation where possible, changing how community owners navigate through the management user experience, and more.
"With these enhancements, the Telligent offering can help the community owners spend more time with customers," he said.
The update includes moderation functionality, updates to leaderboards, search engine optimization (SEO) updates, new content management tools, and enhancements to question-and-answer workflow for customer support use cases.
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 in the community and add a process that enables content authors to appeal when content is incorrectly moderated.
"As part of the larger Verint portfolio of customer engagement solutions, organizations can uniquely provide actionable intelligence across customers’ omnichannel experiences to include voice, chat, email, Web self-service, and customer and employee communities," Howard said. "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."