Open Network Exchange (ONE) has been honored with the 2025 NICE CX Excellence Award, a testament to its pioneering use of AI-powered automation to revolutionize customer experience and payment processing. The award celebrates ONE's integration of NICE's CXone Mpower platform, which has propelled a 250% surge in agentless payment transactions and is projected to facilitate $65 million in secure autonomous payments by 2025's close.
Through its partnership with NICE, ONE has deployed advanced technologies including conversational IVR, natural language understanding, omnichannel routing, and real-time analytics. These innovations have not only cut support call volume by 10% but also slashed live-agent opt-in rates from 60% to below 8%, underscoring a leap in operational efficiency.
Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE, remarked on the transformative effect of these technologies, noting the reduction in payment-related calls and the doubling of autonomous transactions as key milestones in the company's evolution. ONE's strategy of analyzing actual customer speech and leveraging predictive AI has cultivated a self-service environment that mirrors human interaction more closely.
Lani Kane-Hanan, CEO at ONE, shared her pride in this accolade, highlighting the company's commitment to innovation and the delivery of superior, tech-enabled customer service. Looking ahead, ONE is exploring next-generation AI tools to provide predictive, tailored service experiences that address customer needs instantaneously.
