Brand Embassy, now part of NICE inContact CXone

Brand Embassy, now part of NICE inContact CXone

About TrustRadius Scoring
Score 7.4 out of 100
Brand Embassy, now part of NICE inContact CXone

Overview

Recent Reviews

My Brand Embassy Sports

6 out of 10
March 06, 2020
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 …
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Brand Embassy is NIIICE

9 out of 10
January 24, 2020
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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Reviewer Pros & Cons

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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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Features Scorecard

No scorecards have been submitted for this product yet..
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Product Details

What is Brand Embassy, now part of NICE inContact CXone?

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, now part of NICE inContact CXone 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, now part of NICE inContact CXone Screenshots

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Brand Embassy, now part of NICE inContact CXone Integrations

  • Cisco
  • Microsoft Dynamics
  • Salesforce

Brand Embassy, now part of NICE inContact CXone Competitors

Brand Embassy, now part of NICE inContact CXone Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Brand Embassy, now part of NICE inContact CXone starts at $39.

Sprout Social, Verint Messaging, and Sparkcentral, by Hootsuite are common alternatives for Brand Embassy, now part of NICE inContact CXone.

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

The most common users of Brand Embassy, now part of NICE inContact CXone are from Enterprises (1,001+ employees) and the Telecommunications industry.
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Comparisons

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Reviews and Ratings

 (24)

Ratings

Reviews

(1-12 of 12)
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Score 2 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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!
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