Award recognizes ONE's innovative use of AI to streamline payments and elevate customer experience across global operations
SCOTTSDALE, AZ, June 20, 2025 /24-7PressRelease/ -- Open Network Exchange (ONE), a global leader in travel and loyalty solutions, has been honored with the 2025 NICE CX Excellence Award for its transformative use of AI-powered automation to revolutionize customer experience and payment processing. This award recognizes ONE's strategic deployment of NICE's CXone Mpower platform, which resulted in over 250% increase in agentless payment transactions and is projected to surpass $65 million in secure autonomous payments by the end of 2025.
To reduce costs and reliance on live agents for payment-related calls, ONE partnered with NICE to implement an advanced suite of tools including conversational IVR, natural language understanding (NLU), omnichannel routing, and real-time analytics. These innovations significantly reduced support call volume—by nearly 10% and cut live-agent opt-in rates from 60% to below 8%.
"Reducing payment-related call volume by 10% while doubling autonomous transactions has aided in our continuous business transformation," said Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE. "With NICE, we're not just automating our services—we're redefining the customer experience."
By analyzing real customer speech patterns and leveraging predictive AI, ONE has built a conversational self-service environment that reflects how users naturally speak and behave, creating a smoother, more human-like interaction. The company is now focused on evolving to the next phase of customer engagement and hyper-personalized service experiences through CXone Mpower Copilot.
"We're proud of this incredible milestone," notes Lani Kane-Hanan, Chief Executive Officer at ONE. "It reflects our strong commitment to innovation, operational efficiency, and delivering premium, technology-driven customer service at scale. Looking ahead, ONE is exploring next-generation AI tools to deliver predictive, personalized service experiences that anticipate customer needs in real time."
About Open Network Exchange
Open Network Exchange empowers global brands with cutting-edge sales and marketing programs in the travel and loyalty industry, supported by a worldwide network of partners and advanced technology platforms. Headquartered in Scottsdale, AZ, ONE operates contact centers in London, Portugal, Cancun, and Manila, supporting over 2,300 agents globally. To learn more about ONE, please visit www.onecompany.com
About NICE
NICE (Nasdaq: NICE) is the world's leading cloud-native customer experience platform, serving over 25,000 organizations in more than 150 countries. Through AI-powered self-service and agent-assisted solutions, NICE helps companies create extraordinary experiences that drive business success.
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