18 Ratings
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Score 8.7 out of 100
6 Ratings
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Score 5 out of 100

Feature Set Ratings

    Incident and problem management

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    6.8

    Vision Helpdesk

    68%
    Vision Helpdesk ranks higher in 4/4 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Ticket response

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    Self Help Community

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    5.0

    Vision Helpdesk

    50%
    Vision Helpdesk ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    5.0
    50%
    2 Ratings

    Multi-Channel Help

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    7.0

    Vision Helpdesk

    70%
    Vision Helpdesk ranks higher in 4/4 features

    Customer portal

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Social integration

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Email support

    N/A
    0 Ratings
    6.0
    60%
    3 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Attribute Ratings

    • Brand Embassy, now part of NICE inContact CXone is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Vision Helpdesk is rated higher in 1 area: Likelihood to Renew

    Likelihood to Recommend

    7.2

    Brand Embassy, now part of NICE inContact CXone

    72%
    11 Ratings
    5.0

    Vision Helpdesk

    50%
    4 Ratings

    Likelihood to Renew

    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings
    9.1

    Vision Helpdesk

    91%
    1 Rating

    Usability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    8.2

    Vision Helpdesk

    82%
    1 Rating

    Availability

    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings

    Vision Helpdesk

    N/A
    0 Ratings

    Support Rating

    9.1

    Brand Embassy, now part of NICE inContact CXone

    91%
    6 Ratings
    6.0

    Vision Helpdesk

    60%
    4 Ratings

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    9.1

    Vision Helpdesk

    91%
    2 Ratings

    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

    Vision Helpdesk

    I think that there is probably nothing that Vision Helpdesk can't do given enough work to customize it. The problem is that you almost have to have someone dedicated to knowing everything there is to know about the system and then have them be the administrator of all the customizations and feature additions you want. It's great that it can do so much, but it's not great that it's so complicated and has very little out-of-the-box configurations.
    Lane Edwards | TrustRadius Reviewer

    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

    Vision Helpdesk

    • The best thing for us - the timer. It's really cool. We can start the timer and end it when support finishes. It's very important for working with other companies we give support for.
    • Good-looking, with good visualisation and usability dashboard.
    • Ticket transfer between support users, comments, ticket printing.
    • The best price and functionality, comparing to other help desks.
    • Support. Best support I have seen on internet. Helped with setup, and helped with few minor questions.
    Anonymous | 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

    Vision Helpdesk

    • Chat feature.
    • Remote desktop.
    • Get more integration with other software and Mobile apps.
    Max F | TrustRadius Reviewer

    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

    Starting Price

    $39 per month

    Brand Embassy, now part of NICE inContact CXone Editions & Modules

    Additional Pricing Details

    Vision Helpdesk

    General

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

    Starting Price

    $8 per month

    Vision Helpdesk Editions & Modules

    On-premise Edition
    Starter Help Desk$81
    Pro Help Desk$161
    Satellite Help Desk$201
    Ent Service Desk$321
    Pro Service Desk$241
    1. per month per seat
    SaaS Edition
    Starter Help Desk$121
    Satellite Help Desk$241
    Pro Service Desk$321
    Ent Service Desk$481
    Pro Help Desk$201
    1. per month per seat
    Additional Pricing Details

    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

    Vision Helpdesk

    Vision Helpdesk 9.1
    Based on 1 answer
    For us it's really best solution.
    Anonymous | TrustRadius Reviewer

    Usability

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Vision Helpdesk

    Vision Helpdesk 8.2
    Based on 1 answer
    Really simple, good-looking interface, many features and customizations
    Anonymous | TrustRadius Reviewer

    Support Rating

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 9.1
    Based on 6 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

    Vision Helpdesk

    Vision Helpdesk 6.0
    Based on 4 answers
    Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it.
    Lane Edwards | 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

    Vision Helpdesk

    Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc.
    Y Ce | 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

    Vision Helpdesk

    • Most cost-effective help desk software I have researched from Kayako to SAAS [products] like Zendesk.
    • We got more features and easy customization done with Vision Helpdesk which where not possible for Zendesk and Kayako was too costly.
    • Ticket tracking has been easier and faster with Vision Helpdesk; for our web hosting business we prefer a download version which is not possible with SAAS help desk providers ( Zendesk or Freshdesk).
    Max F | TrustRadius Reviewer

    Screenshots

    Brand Embassy, now part of NICE inContact CXone

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