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Brand Embassy (discontinued)

Brand Embassy (discontinued)

Overview

What is Brand Embassy (discontinued)?

Brand Embassy is now part of NICE inContact CXone (acquired May 2019).Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social…

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Recent Reviews

Brand Embassy is NIIICE

9 out of 10
January 24, 2020
Incentivized
We have a call center department that uses the CXone platform for softphone for our agents. We leverage the platform with Salesforce to …
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Brand Embassy

8 out of 10
July 21, 2014
We use Brand Embassy for social media customer care. It is used mainly by our Customer Care department and Marketing department. It meets …
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Pricing

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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.brandembassy.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $39 per month
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Product Details

What is Brand Embassy (discontinued)?

Brand Embassy is now part of NICE inContact CXone (acquired May 2019).

Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social media, blogs and website forms are unified in one dashboard and routed to the most relevant customer service agent. Customers are matched with the same customer service agent throughout the experience and throughout their relationship with a company. Detailed customer profiles with an omnichannel view of the customer are linked to each request and seamlessly integrated with the agents dashboard. These capabilities will be integrated into CXone.

Brand Embassy (discontinued) Features

  • Supported: Social Customer Service
  • Supported: Live Chat
  • Supported: Email Ticketing
  • Supported: High volume routing
  • Supported: Social Listening
  • Supported: Unified platform to connect customer requests from social media, blogs and website forms
  • Supported: Intelligent routing for automatic prioritization of incoming requests
  • Supported: Integrated customer profiles to help agents create human connections
  • Supported: Auto navigation to keep track of a growing, complex social thread
  • Supported: Smart responses to suggest the most relevant or last response
  • Supported: Social listening powered by Brand Watch and Google to track brand and competitor mentions on forums and blogs
  • Supported: Real-time team collaboration across departments to decrease resolution time
  • Supported: Workflow reports to measure performance and predict future staffing needs
  • Supported: Insight reports powered by Brand Watch and Google monitor conversations across the web to help companies stay competitive

Brand Embassy (discontinued) Screenshots

Screenshot of

Brand Embassy (discontinued) Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Brand Embassy (discontinued) starts at $39.

Sprout Social, Verint Messaging, and Sparkcentral (discontinued) are common alternatives for Brand Embassy (discontinued).

Reviewers rate Social Engagement highest, with a score of 8.9.

The most common users of Brand Embassy (discontinued) are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(25)

Attribute Ratings

Reviews

(1-12 of 12)
Companies can't remove reviews or game the system. Here's why
Score 2 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Like that it provides more ways for the customer to get a hold of us, it important that we use omnichannel to push the envelope when it comes to keeping connected to the customer. It's important to drive the success of the company.
January 24, 2020

Brand Embassy is NIIICE

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is great for firms that want to make customer communication easier and reduce time on the phone for agents. However, firms who are smaller and do not have heavy volume may be okay with just having a phone system and not utilize the additional features provided by Brand Embassy/CXone.
Milko Aritonoski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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).
Pavla Šedivá | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Brand Embassy is a perfect tool for anyone who wants to communicate with customers not only on social media, but also on forums and other discussions. It is also great for those who want to get to know their customers more. Brand Embassy enables you to create conversation history and add notes to specific customers so you don't have to use any other tool to remember what you have been discussing with a single user. We would definitely suggest Brand Embassy for those who want to know what people think about their products and what discussions you can find about those products on the internet. We also find notifications on any post with high engagement very useful, because we can react right away. And that is what matters on social media. Brand Embassy is great for corporate companies with a big volume of mentions and activity on social media. But I believe that even medium businesses will find it useful.
Jiri Rydl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
If you are in close contact with your community/customer base and deal with questions from different sources like Facebook, Twitter, YouTube etc., Brand Embassy will save your time and thus money!

If you take care of one Facebook page, you probably don't need such a robust tool.
Michaela Havelková | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
I believe that the Brand Embassy platform is well developed to suit many companies and also they are able and willing to incorporate client requirements!
July 21, 2014

Brand Embassy

Lubomir Suchy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • Reply option direct in to tool
  • Tracking of reply time
  • Notifications
  • Reporting
  • 4-eye check
  • Delegation of tasks
  • Internal notes
  • Post manager
  • Sentiment
  • Listening
  • Social CRM
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