The Best Community Platform Features to Deliver Customer Experience at Scale

Online communities are a core part of a modern CX strategy, helping brands provide crowd sourced self-service, capture knowledge from customers, and, ultimately, reduce costs by deflecting calls and improving agent capacity.

But not all community platforms are designed to grow with your business or flex to your evolving needs.

To ensure long-term success, you need a community that offers flexibility, customization, and innovation. Here are the six essential features your community platform must have and how Verint Community helps you deliver on each.

1. Seamless Integration with Your CX Ecosystem

A community shouldn’t operate in isolation. It thrives when connected with a broader CX ecosystem. To maximize value, your community must integrate with the systems and tools that power your customer experience strategy.

How Verint Delivers

Verint Community is built to work in harmony with the rest of your CX ecosystem, especially Verint Knowledge Management. This enables you to:

• Capture valuable insights and validated answers directly from customers
• Feed community-sourced knowledge across the enterprise
• Inform Intelligent Virtual Assistant flows with real-world language and scenarios for better self-service
• Empower agents with up-to-date, customer-validated content for greater efficiency

By connecting community with knowledge, automation, and support, Verint helps you provide smarter, more responsive CX that continuously evolves to meet your customers’ needs.

2. A Community Designed for Your Use Case

Communities serve different purposes across industries and departments—from reducing support costs to increasing partner engagement or building internal knowledge networks.

The best platform is one that molds to your strategy, not forces you to adopt theirs.

How Verint Delivers

With Verint, you start with your vision, and we help you build around it. Whether you’re:

• Launching a public customer support forum
• Creating a private partner or developer portal
• Building an internal employee knowledge hub

Verint provides a flexible structure and feature configuration to fit your unique goals. 

“Having worked across several major community platforms, I continue to rank Verint Community at the top of my list. Verint Community delivers unmatched flexibility—whether you’re launching a public forum, a gated partner portal, or a fully private internal network. You can get started quickly using out-of-the-box configuration, but still scale and customize deeply when your business demands it. That’s something most platforms just can’t offer.”

Gary Lungarini – Customer Communities Strategist, SPAR Solutions

3. Flexible Community Deployment Options

Modern enterprises have diverse IT, compliance, and data sovereignty needs. Yet many community platforms only offer a single deployment model—usually SaaS—which may not align with your organization’s requirements.

How Verint Delivers

Verint Community offers true deployment flexibility:

SaaS: For teams seeking speed and simplicity.

Self-hosted: For organizations with strict data governance or security needs.

AnyCloud: Deploy on your preferred cloud infrastructure, including AWS, Azure and more.

You’re in control of your environment, integrations, and data—no vendor lock-in, no forced migrations.

4. Community Customization Without Constraints

Shape the community experience around your business, not the other way around.

Off-the-shelf community platforms may work for small teams with generic needs—but enterprise use cases often require a deeper level of customization.

If your current platform forces you into a one-size-fits-all model, it’s time to rethink your approach.

How Verint Delivers

Verint Community was built with adaptability in mind. Its modular architecture and extensive APIs make it easy to:

• Design unique experiences tailored to your brand
• Modify workflows, permissions and interfaces
• Integrate seamlessly with CRM, support or analytics platforms

When your needs change, your community evolves with you—without requiring vendor intervention or workarounds. 

“The platform’s versatility allows us to be robust out of the box or customized with development. Verint’s open API allows for seamless integrations with your website, CRM and LMS.”

Lisa Allison – Director of Communities & Digital Support, Analog Devices

5. Community Innovation That Serves You

Many community platforms stall when innovation is deprioritized. If you’re stuck with slow product updates, rigid roadmaps, or outdated functionality, it can stifle growth and engagement.

How Verint Delivers

Verint Community is actively and continuously evolving, driven by customer feedback, market trends, and real-world use cases:

• AI-powered tools for moderation and content discovery
• Personalization features that boost user engagement
• Advanced gamification and reputation systems
• Accessibility, mobile optimization, and multilingual support

6. Reliable, Expert Support for Your Community Platform

Technology is only part of the equation. The support and expertise behind the scenes can make or break your long-term success, especially when launching or migrating a community.

How Verint Delivers

With Verint, you’re never alone. We provide:

• Direct access to seasoned experts who know the platform inside and out
• Strategic guidance during onboarding, launch, and optimization
• Responsive, collaborative support committed to your outcomes

You get more than helpdesk tickets—you get a true partnership invested in your success.

Verint Community’s flexibility and feature set are unique among others in the market. Jon [Allen, VP GTM Strategy, Verint Community] and his team are great to work with and work hard to guide you along the way to delivering a great community experience for your customers.

Alex Nassi – Digital CX Operations Director, SugarCRM

A Community Platform Fit for the Future

To scale customer experience, you need a platform that meets you where you are and takes you where you want to go.

Verint Community empowers you to build a community on your terms, with the flexibility, performance, and partnership to grow over time.

Let’s build something better, together. Contact us today to explore how Verint can help you achieve CX success at scale and unlock the full potential of your customer community.