Case Study: Open Network Exchange achieves 360-degree customer insights and next‑gen QA with NICE Systems' Enlighten AI

Open Network Exchange Cruises into Next-Gen QA

Open Network Exchange (ONE) is a travel-focused technology and services company supporting bookings, marketing and contact center operations with 1,000+ agents worldwide. ONE’s QA was largely manual—evaluating under 1% of interactions—so leaders lacked a 360° view of the customer journey and couldn’t objectively assess soft skills or deliver meaningful, scalable coaching.

ONE implemented NICE Enlighten AI and Interaction Analytics to monitor 100% of interactions, use AutoDiscovery to surface call drivers, and correlate specific agent behaviors (ownership, active listening, rapport, questioning) with customer sentiment. Within 90 days supervisors saved 4–5 hours weekly, coaching became data-driven and personalized across teams, evaluation coverage reached 100% of calls, and the organization gained actionable insights to improve customer experience and sales effectiveness.

Open Network Exchange

Alexandria Doucet

Quality Assurance Manager