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Top Rated
112 Ratings
14 Ratings
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Score 8 out of 100

NICE inContact CXone

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Top Rated
112 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone

Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
Milko Aritonoski | TrustRadius Reviewer

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.3
Agent dashboard
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.4
Validate callers
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.4
Outbound response
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
7.4
Call forwarding
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.3
Click-to-call (CTC)
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
7.4
Warm transfer
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.3
Predictive dialing
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.3
Interactive voice response
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.6
REST APIs
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.4
Call scripts
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.7
Call tracking
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.7
Multichannel integration
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.6
CRM software integration
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.5

Workforce Optimization (WFO)

Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.4
Inbound call routing
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
9.0
Omnichannel inbound routing
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.6
Recording
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.4
Quality management
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.2
Call analytics
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.3
Historical reporting
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.1
Live reporting
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
7.6
Customer surveys
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.9
Customer interaction analytics
Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.5

Pros

Brand Embassy, now part of NICE inContact CXone

  • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
  • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
  • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
Pavla Šedivá | TrustRadius Reviewer

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Cons

Brand Embassy, now part of NICE inContact CXone

  • 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.
Milica Isailovic | TrustRadius Reviewer

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 7.7
Based on 5 answers
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
Michaela Havelková | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 75 answers
I would rate NICE inContact CXone's overall usability at a 10. The system is extremely user friendly. Our end users span a wide age range and we have had a high level of success with their adaptation to any new features and functionality that have been released during the time that we have been a customer.
Alicia Holmes | TrustRadius Reviewer

Support Rating

Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone 9.1
Based on 3 answers
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
Milko Aritonoski | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

Implementation Rating

Brand Embassy, now part of NICE inContact CXone

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

Brand Embassy, now part of NICE inContact CXone

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.
Dušan Šimonovič | TrustRadius Reviewer

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Return on Investment

Brand Embassy, now part of NICE inContact CXone

  • + We can fully monitor every mention of our brand.
  • + We are able to respond faster and more accurately (thanks to customer history)
  • + As more employees can work all at once, we can solve more posts from different sources immediately.
Ondřej Ullmann | TrustRadius Reviewer

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Screenshots

Brand Embassy, now part of NICE inContact CXone

Pricing Details

Brand Embassy, now part of NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Brand Embassy, now part of NICE inContact CXone
7.5
NICE inContact CXone
8.6

Likelihood to Renew

Brand Embassy, now part of NICE inContact CXone
7.7
NICE inContact CXone
9.1

Usability

Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
8.5

Reliability and Availability

Brand Embassy, now part of NICE inContact CXone
8.2
NICE inContact CXone

Support Rating

Brand Embassy, now part of NICE inContact CXone
9.1
NICE inContact CXone
7.5

Implementation Rating

Brand Embassy, now part of NICE inContact CXone
NICE inContact CXone
7.0

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