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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) Competitors

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

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
July 02, 2022

Hopeful for future potential, but it's a hard pass for now

DL
Danya Linehan
Veterinary Care Coordinator
Lap of Love (Veterinary, 201-500 employees)
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • Detailed scheduling capabilities
  • Easy access to many contacts
  • Facilitates tracking and monitoring
  • Connectivity: I personally ended up having to get a new laptop to support this, though my old one met all the supposed specifications.
  • Reliability of connection: our IT crew spent an inordinate amount of time trying to connect and reconnect NICE to employees.
  • Reliability of connection of calls: it went down constantly, usually in the middle of a call with a distraught client, which really hurt our customer service.
  • Feedback/customer service: We had so many reports, calls, and meetings and they were unable to solve our issues. At the time I left that position in March, they were still unresolved.
  • Inability to do a wide look/screen calls and messages: with our old system, we could always scan our inbox for urgent calls, and prioritize. At this time we are still unable to w/ NICE.
Likelihood to Recommend
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.
Return on Investment
  • 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.
Alternatives Considered
Ring central, and g-mail - which sometimes 'Went down' but always gave us a workaround so that we could still help clients. Whereas when NICE went down, we were stuck.
Other Software Used
Usability
1
Please see all other details from previous answers in this survey.
Support Rating
3
Some customer service people seemed willing to help but unable. Others seemed to read from a script, then tell us to buy newer computers. I was on several calls about the same ongoing issues that never did get resolved over the 10 months I used NICE. And I know my supervisors and the IT teams were on many, many calls. Each of us submitted multiple feedback reports every single shift which seemed to go ignored or perhaps were just outside their scope.
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