Case Study: Open Network Exchange achieves 30% call-volume reduction and improved customer experience with NICE Systems' Enlighten AI

ONE Revamps Customer Experience with NICE Enlighten AI Solutions

Open Network Exchange (ONE) is a technology and customer care provider for travel and hospitality that identified gaps in its support for a major cruise-line partner: largely manual quality assurance, limited visibility into interactions, and a high volume of low-value post-purchase calls. ONE set out to strategically leverage AI to improve customer experience, increase self-service uptake, and boost per-call value.

ONE deployed NICE CXone with Enlighten (Interaction Analytics, Autopilot, XO) to analyze agent behavior, automate post-purchase transactions, and streamline workforce management. The solution freed supervisors from manual review (saving ~4–5 hours/week), reduced overall call volume by 30%, cut escalations by 20%, and deflected 76% of payment-related calls to self-service—exceeding the company’s goals while improving customer sentiment and coaching effectiveness.

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center