Open Network Exchange (ONE), a prominent figure in the travel and loyalty solutions sector, 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. This accolade underscores ONE’s successful integration of NICE’s CXone Mpower platform, which has led to a remarkable 250% increase in agentless payment transactions and is on track to exceed $65 million in secure autonomous payments by the end of 2025.
The collaboration between ONE and NICE introduced a sophisticated array of tools such as conversational IVR, natural language understanding, omnichannel routing, and real-time analytics. These technologies have not only diminished the volume of support calls by nearly 10% but also reduced live-agent opt-in rates from 60% to under 8%, marking a significant leap in operational efficiency.
Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE, highlighted the impact of these advancements, stating, ‘Reducing payment-related call volume by 10% while doubling autonomous transactions has been pivotal in our ongoing business transformation. Our partnership with NICE is reshaping the customer experience beyond mere automation.’
By harnessing real customer speech patterns and predictive AI, ONE has crafted a conversational self-service environment that mirrors natural user behavior, facilitating more intuitive and human-like interactions. The company is now advancing towards the next stage of customer engagement, aiming to deliver hyper-personalized service experiences through the CXone Mpower Copilot.
Lani Kane-Hanan, Chief Executive Officer at ONE, expressed pride in this achievement, noting, ‘This milestone is a testament to our dedication to innovation, operational efficiency, and providing top-tier, technology-driven customer service on a global scale. Moving forward, ONE is investigating next-generation AI tools to offer predictive, personalized services that address customer needs in real time.’
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