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 close 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 the reliance on live agents for payment-related inquiries, with opt-in rates plummeting from 60% to under 8%.
Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE, highlighted the impact of these advancements, stating, 'Our partnership with NICE has been pivotal in automating services and redefining the customer experience.' By harnessing predictive AI and analyzing authentic customer speech patterns, ONE has crafted a self-service environment that mirrors natural human interaction, offering a more seamless and intuitive user experience.
Lani Kane-Hanan, CEO at ONE, expressed pride in this achievement, emphasizing the company's dedication to innovation and operational efficiency. 'This award is a testament to our commitment to delivering superior, technology-driven customer service on a global scale,' Kane-Hanan remarked. Looking forward, ONE is set to explore next-generation AI tools to further personalize and anticipate customer needs in real time, marking a new era in customer engagement.
