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


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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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • 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

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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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Reviews and Ratings




(1-12 of 12)
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Score 2 out of 10
Vetted Review
Verified User
Review Source
  • 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.
January 24, 2020

Brand Embassy is NIIICE

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • SMS - allows customers to text in to start a case with us.
  • Email - allows easy customer communication via email to our system and reaches an agent for a case.
  • Implementation took a while due to testing on our end.
  • API is there, but more work on our end was required to integrate to best fit our scenarios.
Milko Aritonoski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
  • Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
  • Agent performance and team management.
  • Easily measurable KPIs thanks to detailed reporting.
  • Use of tags and sentiment help make analysis of customer behavior easier.
  • Perhaps a tad easier function for starting our new conversations with users (though I understand there is already a fix planned for this particular field).
  • I would like to have more control over tag creation, maybe added keyword complexity.
  • Conversation numbering based on topic (by customer individually or by a tag) could also improve some of the reports.
Ondřej Ullmann | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Thanks to Brand Embassy we are informed about any mention about our brand in online discussions, not only on our social network profiles.
  • We appreciate that we can create private notes to the customers comments. Therefore, all members of our team are ready to respond appropriately.
  • Brand Embassy is able to make synoptic reports, which are very useful for us.
  • It is good that customer history is available for every user.
  • For some users can be limiting work in Brand Embassy on mobile device.
  • The application does not fully support Google+ (BE supports only company's posts).
Pavla Šedivá | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
  • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
  • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
  • We would appreciate the option to mark sentiment automatically and also we would love to merge our CRM with one one we have in Brand Embassy.
Milica Isailovic | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • All information about customers in one place.
  • Very transparent and easy to use. It helps us to track our results in a very efficient way, as well as to handle our day to day activities in the best way.
  • Amazing client services team.
  • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
  • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
Jiri Rydl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Gathering all the comments from several channels including YouTube
  • Seamless cooperation of several team members
  • Option to approve all or selected comments by supervisor before publishing them
  • Option to rank the comments as positive/neutral/negative could be more uselful
  • Some tool to archive selected posts for future references would be useful
  • That's probably due to lack of technical skills :-], but we were not able to differentiate between fans and real customers in the app
Marek Šoth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Social CRM - We love it! Each consultant sees immediately what we solved with a fan (+ our notes) in the past on every social network. It saves a lot of time.
  • Team work - It works perfectly. Sharing, notes, confirmation replies...
  • Speed and stability - I do not remember when it was with Brand embassy a problem.
  • Does not work properly on mobile devices.
  • Working with a lot of comments could be clearer.
Michaela Havelková | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Brand Embassy helps us to monitor every online mention about us not only on social media but on other websites.
  • We are able to add note about every customer and all users have access to the customer history. That gives us a great overview about a customer´s issues and we are able to answer/help accordingly.
  • Great monitoring of our customer service on SM including monitoring of our work, response rate, response time, solution time etc! It gives us opportunity to react swiftly to possible delay/issue on our side.
  • The process is bit too difficult when we get posts with many comments. It´s partly caused by our internal set up but we should be looking for simpler solution going forward.
  • Although Brand Embassy works on IE (9 and newer), there are some features missing (NOT A MAJOR ONES).
July 21, 2014

Brand Embassy

Lubomir Suchy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Social media management, listening and analytics.
  • Easy to use also for beginners. Very intuitive front end.
  • Support is very quick.
  • Some system outages. But by moving to new hosting should solve problem.
  • Not all analytics features are available.
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