Case Study: Open Network Exchange achieves higher self-service and lower call volume with NICE Systems

Open Network Exchange (ONE) empowers companies to reimagine and accelerate success through unique and powerful sales and marketing programs, fueled by ONE’s global partner network and transformational technology

Open Network Exchange (ONE), a travel-focused SaaS company supporting cruise-related bookings and post-purchase services, wanted to improve customer experience, increase targeted upsell and cross-sell opportunities for live agents, and shift more common post-purchase inquiries to self-service. To meet these goals, ONE turned to NICE Systems and its NICE CXone Mpower platform, including Enlighten XO, Autopilot, and related AI capabilities.

NICE Systems helped ONE automate payment and other low-value interactions, using conversational data to improve workflows and self-service resolution. The results included a 76% self-service resolution rate for post-purchase transactional contacts, a 30% reduction in overall call volume, a 20% decrease in call escalations, and a 15% increase in revenue per call, while saving supervisors 4–5 hours per week.

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center