Software Update Harnesses Community of Users

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Verint and Telligent (a Verint Company) have released the latest version of their social community software.

This is available in Software as a Service (SaaS), on-premises and Community as a Service (CaaS) deployment models. It aims to enable customer service and digital marketing organisations to create branded online communities for customers, partners and employees to collaborate. This release marks the first community product introduction to follow the acquisition of Telligent by Verint in 2015.

New additions include community management tools, user experience capabilities, workflow enhancements, content management, moderation functionality and ongoing API investments, all available in a CaaS model.

These features are designed to further organisations’ use of available intelligence in their communities, as they focus on objectives such as gaining a holistic view of customer service effectiveness, integrating social experiences on the web, and supporting digital initiatives.

Community Management for Increased Efficiency

The suite of applications features management capabilities designed to reduce the time and resources required to manage the community. Among these are moderation functionality, updates to leaderboards, search engine optimisation (SEO) updates, content management tools, and enhancements to question and answer (Q&A) workflow for customer support cases. All of these are designed to free the community owner to spend more time with customers.

Also new to the community is the introduction of analytics, user reputation and abuse reporting to simplify the moderation of 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.

Ongoing Investment in the API Economy

For developers, the solution features a host of advancements, including moving many Community 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.

Expanded APIs, WebHooks and application tracing have also been designed to simplify development efforts for customers and partners that want to build on the platform. The solution also includes updates to its widget studio functionality for managing the user experience.

Rob Howard

Rob Howard

“These latest advancements are designed to offer our customers more deployment model options, enable 100% customisation and simplified management, and add advanced functionality for sharing ideas and feedback,” said Rob Howard, Vice President and General Manager for social communities at Verint. “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.”

For more information about Verint, visit their website.

Author: Megan Jones

Published On: 9th Mar 2016 - Last modified: 18th Dec 2018
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