What users are saying about
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 18 reviews and ratings
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 5 out of 100
Based on 6 reviews and ratings
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
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
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
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).
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.
Assistant Operations Manager
b-glowingRetail, 11-50 employees
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.
Social Media Content Specialist
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.

Verified User
Administrator in Customer Service
Computer Hardware Company, 1-10 employeesCons
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.
Digital Support Team Leader
Telenor GroupTelecommunications, 10,001+ employees
Vision Helpdesk
- Chat feature.
- Remote desktop.
- Get more integration with other software and Mobile apps.
CTO
Webhostuk LtdInternet, 11-50 employees
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 |
- 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 |
- 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
External Communication - Social Media
GE Money Bank, Czech RepublicBanking, 1001-5000 employees
Vision Helpdesk
Vision Helpdesk 9.1
Based on 1 answer
For us it's really best solution.

Verified User
Administrator in Customer Service
Computer Hardware Company, 1-10 employeesUsability
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

Verified User
Administrator in Customer Service
Computer Hardware Company, 1-10 employeesSupport 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
Social Care Specialist
Makedonski Telekom ADTelecommunications, 1001-5000 employees
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.
Assistant Operations Manager
b-glowingRetail, 11-50 employees
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.
Senior Online Marketing Specialist - Social Media
O2 Czech RepublicTelecommunications, 5001-10,000 employees
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.
Project Manager
Celik ITNon-Profit Organization Management, 1-10 employees
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.
Social Media Specialist
Vodafone CZ1001-5000 employees
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).
CTO
Webhostuk LtdInternet, 11-50 employees