Open Network Exchange (ONE), a leader in travel and loyalty solutions, has been awarded the 2025 NICE CX Excellence Award for its innovative application of AI-powered automation to enhance customer experience and streamline payment processing. The award acknowledges ONE's successful integration of NICE's CXone Mpower platform, which has led to a 250% increase in agentless payment transactions and is expected to exceed $65 million in secure autonomous payments by the end of 2025.
In collaboration with NICE, ONE implemented a suite of advanced tools such as conversational IVR, natural language understanding, omnichannel routing, and real-time analytics. These technologies have not only reduced support call volume by nearly 10% but also decreased live-agent opt-in rates from 60% to under 8%. Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE, emphasized the impact of these advancements on the company's ongoing transformation and the redefinition of customer experience.
ONE's approach involves analyzing real customer speech patterns and utilizing predictive AI to create a conversational self-service environment that mimics natural human interaction. The company is now advancing towards hyper-personalized service experiences with the CXone Mpower Copilot, aiming to anticipate customer needs in real time. Lani Kane-Hanan, CEO of ONE, highlighted the award as a testament to the company's dedication to innovation, operational efficiency, and scalable, technology-driven customer service.
