Brand Embassy becomes part of international giant NICE, bringing forth a revolutionary product with broadest coverage of channels and global use

Brand Embassy is celebrating an extraordinary success, as the multinational leader in digitalisation of customer care has decided to acquire its solution. NICE will incorporate the solution into its existing CXone service, thus creating a revolutionary service: a platform enabling administration, analysis and management of more than 30 different digital communication channels. “Today’s customers don’t call telephone lines so much. They rather use WhatsApp, mobile applications or chat. We built our product just for such customers and we are excited that we are now joining the leader on the global market, thanks to which we can accelerate our long-term vision,” says Vít Horký, founder and CEO of Brand Embassy.

Over the past six years, Brand Embassy has been a member of Jakub Havrlant’s Rockaway Capital group, whose team played an active role in formulating the firm’s strategy and in preparing the sale, on which they worked for six months. The value of Rockaway’s investment increased fivefold in connection with the transaction. “Brand Embassy’s story and mainly its approach can serve as an inspiration for other start-ups in our region. It is truly possible to achieve global success, but it doesn’t come for free,” says Dušan Zábrodský of Rockaway. Another key investor that had confidence in Brand Embassy from the beginning was Reflex Capital established by Czech entrepreneur Ondřej Fryc.

The international team of Brand Embassy, which has Czech roots and is headquartered in Prague’s Karlín district, succeeded in developing software that integrates and analyses all incoming customer requests across digital channels, from e-mail and live chat to video chat, Facebook messages, WhatsApp, Apple Business Chat, etc. Thanks to this functionality, the solution guides firms through the process of digital transformation, when customer enquiries are transferred from telephone lines to digital channels. The unique solution is used by more than 100 international firms around the world, many of which are Fortune 500 or Global 2000 companies. Brand Embassy’s achievements, including more than 100% year-on-year growth in the preceding years and its recent conclusion of a million-dollar contract with a telecommunications giant, are now being crowned with the acquisition, by which Brand Embassy is becoming part of the American company NICE and its CXone solution. NICE, the global leader in digitalisation of customer care, provides its product to more than 25,000 firms in more than 150 countries.

CXone, fueled with the capabilities provided by Brand Embassy, is now the only cloud customer experience platform that has the full range of integrated channels, enabling any digital channel to be seamlessly and smartly integrated into any customer service daily operations. With over 30 supported channels, including Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, LinkedIn, SMS, email and live chat, CXone powered by Young is now the smartest and most complete cloud customer service platform for all channels. Barak Eilam, CEO, NICE, said: “CXone is already established as the leading Customer Experience cloud platform, based on the powerful integration of the industry’s best WFO, Analytics and Omnichannel routing in the cloud. This makes CXone the perfect choice for enterprises of all sizes, as they transform to the cloud and advance to analytics. With the addition of Brand Embassy and its pioneering and market-proven digital experience suite, CXone now empowers organizations to also adopt a digital-first strategy, all under one platform.”

This unique integration of CXone and Brand Embassy provides multiple groundbreaking advantages:

• Digital Service in context, eliminating “digital agent” siloes
  – a new “push/pull” paradigm of naturally handling both real-time (e.g. voice/chat) and digital messaging interactions in one intelligent inbox.
• Complete digital service management across contact center operations
  – The first and only unified platform with an end-to-end native integration of digital-first omnichannel management, WFO and Analytics infused with Artificial Intelligence.
• The most efficient digital experience suite
  – Fully integrated 30+ digital messaging channels with established voice and chat channels all in one native cloud platform, with full elasticity and pay-per-use model.