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Brand Embassy is NIIICE
January 24, 2020

Brand Embassy is NIIICE

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Brand Embassy, now part of NICE inContact CXone

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.
  • 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.
  • Reduces agent time spent on doing mundane tasks.
  • Reduces staffing needs as agents are working more efficiently.
We are still fairly new to the entire NICE inContact platform (implemented at the end of 2019), so we are not as familiar with other products just yet.
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.