15 Ratings
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Score 9.2 out of 100
24 Ratings
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Score 7.3 out of 100

Feature Set Ratings

    Remote Administration

    9.1

    DeskRoll Remote Desktop

    91%

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    DeskRoll Remote Desktop ranks higher in 6/6 features

    Screen sharing

    8.5
    85%
    3 Ratings
    N/A
    0 Ratings

    File transfer

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Instant message

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Over-the-Internet remote session

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • DeskRoll Remote Desktop is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.0

    DeskRoll Remote Desktop

    80%
    3 Ratings
    2.1

    Brand Embassy, now part of NICE inContact CXone

    21%
    12 Ratings

    Likelihood to Renew

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings

    Usability

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    1.0

    Brand Embassy, now part of NICE inContact CXone

    10%
    1 Rating

    Availability

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    Support Rating

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    3.0

    Brand Embassy, now part of NICE inContact CXone

    30%
    7 Ratings

    Likelihood to Recommend

    Tomsk Inc.

    During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
    Read full review

    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.
    Read full review

    Pros

    Tomsk Inc.

    • I am able to get connected with clients and the in-house environment through the secure access feature.
    • Co-development and collaboration made office work easier.
    • The integration with customer help desk and the ticketing system made things easier.
    • You can easily access any desktop and do troubleshooting quickly.
    Read full review

    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.
    Read full review

    Cons

    Tomsk Inc.

    • DeskRoll has really done a great job with this software and I don't see any need for improvement
    Read full review

    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.
    Read full review

    Pricing Details

    DeskRoll Remote Desktop

    Starting Price

    $8.25 per user/per month

    Editions & Modules

    DeskRoll Remote Desktop editions and modules pricing
    EditionModules
    DeskRoll Pro 1 Month$29.951
    DeskRoll Pro 1 Year$299.402
    DeskRoll Starter393
    DeskRoll Lite$8.254
    DeskRoll Lite995

    Footnotes

    1. per seat
    2. per seat
    3. per user/per year
    4. per user/per month
    5. per user/per year

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional $3.25

    Additional Details

    With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

    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

      Tomsk Inc.

      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
      Read full review

      Usability

      Tomsk Inc.

      No answers on this topic

      NICE Systems

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

      Support Rating

      Tomsk Inc.

      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
      Read full review

      Alternatives Considered

      Tomsk Inc.

      We've used various services - RemotePC, LogMeIn, Go2MyPC, etc. We have used it all and none have been as great as DeskRoll Remote Desktop. In other versions, the screen is not super legible, meaning the text is fuzzy or ill-fitting to the viewer's PC screen. We've experienced click delays, and recurring issues where we get kicked off and our data is lost. However, that doesn't happen with DeskRoll Remote Desktop.
      Read full review

      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.
      Read full review

      Return on Investment

      Tomsk Inc.

      • It has provided easier business access and our ROI is 70%+.
      • Customer Satisfaction Survey: we are able to manage a high rating of 9+ - even in a difficult time.
      • Internal team collaboration was made easier through secure Instant messaging that we got integrated through Cisco Webex.
      Read full review

      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.
      Read full review

      Screenshots

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