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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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
  • Positive: it helped supervisors track across the board in a much more efficient way to help see where more support was needed and helped set a schedule for all employees - though, with the type of calls we handle, the schedules basically went out the window on a daily basis.
  • Negative: it sucked up most of our IT team's time, leaving them overworked and unable to help w/ other technical issues.
  • Negative: greatly impacted our client services because calls dropped constantly.
  • Negative: impacted client services because we were unable to scan and determine urgent needs. Every item came to us on a first-come first serve basis.
  • Negative: though it was cool that there was a 'Request for call back' option, it meant that in the mornings we had to make phones ring as early as 3:00 AM PST to get through the queue.
Milko Aritonoski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Very positive in terms of customer engagement - improved response and issue resolution times.
  • Excellent in terms of agent involvement - we have more control and way more insight into what is being said, done and talked about on our social media channels than ever before.
  • Very positive in terms of identifying strengths and weaknesses of our own internal departments, i.e. what we can improve in order to gain significantly greater customer satisfaction.
Ondřej Ullmann | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • + 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.
Pavla Šedivá | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
Michaela Havelková | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Faster communication on Social media as well as improved response rate!
  • More people and stakeholders in the company are part of the new process. That causes higher quality answers in shorter time period.
  • CRM section provides valuable information about customers and communication history.
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