Hopeful for future potential, but it's a hard pass for now
We changed phone systems for our large, remote, client services-based company in 2021. The new product, NICE, was supposed to have …
Starting at $39 per month
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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…
Recent Reviews
Pricing
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
Product Details
- About
- Competitors
- Tech Details
- FAQs
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
Brand Embassy (discontinued) Competitors
Brand Embassy (discontinued) Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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).
Comparisons
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Reviews and Ratings
(25)Attribute Ratings
Reviews
(1-11 of 11)Companies can't remove reviews or game the system. Here's why
We changed phone systems for our large, remote, client services-based company in 2021. The new product, NICE, was supposed to have lessened our technical difficulties and made the client experience smoother but unfortunately, it did the opposite. We also used it for detailed scheduling such as lunch breaks, other daily breaks, time for education, and meetings. In theory, it could have been fantastic for us. It also allowed much more detailed monitoring of how we spent most of our time, and potentially needed more support.
March 06, 2020
My Brand Embassy Sports
We use this as part of our customer support group to help facilitate calls and deal with our customer base. We are excited for the venture to be together as we can better merge or two platforms into one.
January 24, 2020
Brand Embassy is NIIICE
We have a call center department that uses the CXone platform for softphone for our agents. We leverage the platform with Salesforce to auto generate tickets based on omni-channel interactions from customers. They are able to submit a case via the omni-channel and our agents are able to assist them and process their cases.
August 26, 2016
A partner in need - social indeed
Score 10 out of 10
Vetted Review
Verified User
We have implemented Brand Embassy for our use in the Social Care team as part of our customer service department. It is predominantly used for responding to customer feedback, analyzing customer needs and patterns of behavior on social media. We sought Brand Embassy to help us improve our customer satisfaction levels, both across social media channels and in the customer service department overall. With social quickly taking over traditional channels for communicating with a brand, it was more than apparent that partnering up with a platform that enables us to not only view what our customers are saying but to help build strong and lasting relationships.
Score 9 out of 10
Vetted Review
Verified User
Brand Embassy is mostly used by our social care team to help our customers with any kind of issues regarding to our services and products. No one else except the social media team has access to the Brand Embassy, however we are open to provide valuable information to our colleagues from this platform. Brand Embassy helps us to communicate with our customers on any kind of social network or web page or forum and we appreciate the option to prioritize specific channels and the social CRM which we use.
August 10, 2016
Brand Embassy is a great tool for getting customer satisfaction on Social media and Live chat
Score 10 out of 10
Vetted Review
Verified User
Telenor Serbia uses Brand Embassy for social media customer care. Agents from [our customer care] department are absolutely delighted with the app, because they are able to handle multiple social media channels and live chat, from one platform.
Score 10 out of 10
Vetted Review
Verified User
We use Brand Embassy for direct involvement with our fans and gamers across the social media channels. Thanks to Brand Embassy we save our time and are faster in responding to all questions.
February 25, 2015
It is simply the best for customer care on social networks.
Score 10 out of 10
Vetted Review
Verified User
We were looking for a solution to quickly and easily handle dozens of accounts with tens of thousands of comments per week on social networking sites such as Facebook, Twitter and Google+. We tried a number of tools, but nothing matches the Brand Embassy. It's fast, easy to manage and great to work with in a team. Additionally, it includes CRM for every fan, which is a killer feature.
December 30, 2014
The pillar of our social customer care
Score 9 out of 10
Vetted Review
Verified User
O2 is using Brand Embassy as a social care tool - CRM, engagement and monitoring of all social channels. It's used for the main brand and all responses around it.
Score 10 out of 10
Vetted Review
Verified User
The Brand Embassy platform is used to manage and monitor communication with our clients and fans across social media. It´s been used by our public relations department, our dedicated team in our call centre as well as by other stakeholders and knowledge masters throughout the whole company. It provides better and faster communication with the public and, therefore, helps us to improve current customer service on social media!
July 21, 2014
Brand Embassy
Score 8 out of 10
Vetted Review
Verified User
We use Brand Embassy for social media customer care. It is used mainly by our Customer Care department and Marketing department. It meets all our requirements: managing multiple social media channels from one platform by all our agents.