Hopeful for future potential, but it's a hard pass for now
July 02, 2022

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

Danya Linehan | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

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

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.
  • 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.
  • 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.
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.

Do you think Brand Embassy, now part of NICE inContact CXone delivers good value for the price?

No

Are you happy with Brand Embassy, now part of NICE inContact CXone's feature set?

Yes

Did Brand Embassy, now part of NICE inContact CXone live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Brand Embassy, now part of NICE inContact CXone go as expected?

No

Would you buy Brand Embassy, now part of NICE inContact CXone again?

No

Please see all other details from previous answers in this survey.
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.
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.