This review does not include a rating.
This review does not include a rating.
24 Ratings
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Score 7.4 out of 100

Attribute Ratings

    Likelihood to Recommend

    365Ticketing

    N/A
    0 Ratings
    2.1

    Brand Embassy, now part of NICE inContact CXone

    21%
    12 Ratings

    Likelihood to Renew

    365Ticketing

    N/A
    0 Ratings
    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings

    Usability

    365Ticketing

    N/A
    0 Ratings
    1.0

    Brand Embassy, now part of NICE inContact CXone

    10%
    1 Rating

    Availability

    365Ticketing

    N/A
    0 Ratings
    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    Support Rating

    365Ticketing

    N/A
    0 Ratings
    3.0

    Brand Embassy, now part of NICE inContact CXone

    30%
    7 Ratings

    Likelihood to Recommend

    SC Soft Pepper Solutions SRL-D

    No answers on this topic

    NICE Systems

    Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.
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    Pros

    SC Soft Pepper Solutions SRL-D

    No answers on this topic

    NICE Systems

    • Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
    • Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
    • Agent performance and team management.
    • Easily measurable KPIs thanks to detailed reporting.
    • Use of tags and sentiment help make analysis of customer behavior easier.
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    Cons

    SC Soft Pepper Solutions SRL-D

    No answers on this topic

    NICE Systems

    • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
    • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
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    Pricing Details

    365Ticketing

    Starting Price

    $17 user/month

    Editions & Modules

    365Ticketing editions and modules pricing
    EditionModules
    365Ticketing171

    Footnotes

    1. user/month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Brand Embassy, now part of NICE inContact CXone

    Starting Price

    $39 per month

    Editions & Modules

    Brand Embassy, now part of NICE inContact CXone editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      SC Soft Pepper Solutions SRL-D

      No answers on this topic

      NICE Systems

      I still use the platform: - its use is customer friendly - improves and speed up customer care on SM - improves speed and quality of internal processes/communication - monitor/measure all valuable metrics
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      Usability

      SC Soft Pepper Solutions SRL-D

      No answers on this topic

      NICE Systems

      Please see all other details from previous answers in this survey.
      Read full review

      Support Rating

      SC Soft Pepper Solutions SRL-D

      No answers on this topic

      NICE Systems

      It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
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      Alternatives Considered

      SC Soft Pepper Solutions SRL-D

      No answers on this topic

      NICE Systems

      Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
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      Return on Investment

      SC Soft Pepper Solutions SRL-D

      No answers on this topic

      NICE Systems

      • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
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      Screenshots

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