Case Study: Open Network Exchange achieves 96% reduction in call abandonment and 97% faster answer times with NICE Systems' CXone

Open Network Exchange Sees Smooth Sailing with CXone

Open Network Exchange (ONE) is a technology and services firm that partnered with a major cruise line to overhaul its contact center. The cruise operator was running a heterogeneous, end‑of‑life stack (Avaya, Aspect, Verint, Qualtrics) with frequent outages and broken processes that produced extreme friction for customers: call abandonment was about 80% and average speed to answer exceeded 45 minutes, undermining profitability and agent productivity.

ONE rebuilt the environment on NICE CXone, rolling out training and a full migration that brought 2,200 agents onto a single cloud instance handling 7.7 million annual interactions and managing 188 toll‑free numbers. Process and routing improvements plus universal access to analytics and recordings drove dramatic results: ASA fell from ~45+ minutes to under 90 seconds (≈97% reduction), abandonment dropped to below 3% (≈96% reduction), handle times shortened, staffing needs decreased, and overall reliability and customer experience substantially improved.

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center