Nice inContact Adds Brand Embassy Application on CXexchange



NICE inContact has added Brand Embassy to its CXexchange, a customer experience technology ecosystem. Brand Embassy's omnichannel Digital Customer Care has also been integrated with the NICE inContact CXone cloud customer experience platform.

Brand Embassy unifies digital customer care channels under one scalable platform, including more than 40 social channels, as well as video chat for live support and sales, sentiment analysis, and Chat Builder technology with artificial intelligence.

NICE inContact customers will benefit from Brand Embassy's SaaS platform for customer care via digital channels by enabling the following:

  • Video Chat with real-time customer engagement and personalized service;
  • Artificial intelligence to accelerate delivery of self-service options with a Chatbot Builder;
  • Sentiment analysis that tracks brand sentiment across all social channels; and
  • Streamlined digital customer care processes with multiple social channels in a unified platform.

"Brand Embassy is excited for this partnership with NICE inContact and being part of CXexchange," said Vit Horky, co-founder and CEO of Brand Embassy, in a statement. "Today's customers increasingly expect companies to provide customer care via digital channels, and they do not want to be limited as to what channel they can use. At the same time, companies need to execute their digital transformation of contact centers in order to protect and grow their revenues. Social media, messengers, and bots are changing the industry. We are here to help NICE inContact customers get a robust digital customer care solution integrated with CXone."

"NICE inContact is on the forefront of digital transformation in the contact center," said Paul Jarman, CEO of inContact, in a statement. "CXone enhanced with Brand Embassy Digital Customer Care gives CXone users additional customization options across digital channels in their contact center technology. We are excited to welcome Brand Embassy to CXexchange."