Open Network Exchange Revolutionizes its CX Strategy with NICE’s Enlighten AI

Rhea-AI Summary

NICE announced that Open Network Exchange (ONE), a travel industry business solutions provider, has transformed its CX strategy using NICE Enlighten AI. ONE implemented Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness, and Enlighten XO to enhance its existing CXone solution. This AI-driven approach has led to significant improvements:

• 5% monthly decrease in score disputes
• 95% CSAT
• 76% deflection of payment call volume through self-service options

The implementation has saved supervisors five hours per week previously spent on manual call scoring. ONE has also added CXone Expert and Enlighten Autopilot to further improve guest experiences and self-service containment.

Positive

• Implementation of NICE Enlighten AI led to 95% CSAT score
• 76% deflection of payment call volume through effective self-service options
• 5% monthly decrease in score disputes
• Saved supervisors 5 hours per week previously spent on manual call scoring
• Enhanced ability to monitor agent performance on every interaction

Negative

• None.

Insights

Financial Analyst

Open Network Exchange's implementation of NICE's Enlighten AI appears to have yielded positive operational results, but the financial impact remains unclear. The 5% monthly decrease in score disputes and 95% CSAT are impressive metrics, potentially leading to cost savings and improved customer retention. The 76% deflection of payment call volume through self-service options could significantly reduce operational costs. However, without specific financial figures or revenue impacts, it's difficult to quantify the overall business impact. For NICE (Nasdaq: NICE), this case study demonstrates the effectiveness of their AI solutions in the CX space, which could drive future sales and potentially impact stock performance positively. Investors should monitor NICE's upcoming financial reports for concrete evidence of revenue growth from these AI-driven solutions.

Tech Expert

NICE's Enlighten AI showcases advanced capabilities in the Customer Experience (CX) domain. The implementation of AI for Customer Satisfaction, Sales Effectiveness and XO demonstrates a comprehensive approach to CX optimization. The ability to measure agent soft skills and provide targeted coaching represents a significant advancement in automated performance management. The visual representation of call drivers and agent behaviors enables data-driven decision-making, a important aspect of modern CX strategies. The integration of CXone Expert and Enlighten Autopilot for improved self-service containment indicates a forward-thinking approach to reducing human intervention in routine tasks. This technology stack positions NICE as a strong contender in the AI-driven CX market, potentially giving them a competitive edge against other CX solution providers.

Market Research Analyst

The adoption of NICE's Enlighten AI by Open Network Exchange (ONE) signals a growing trend in the travel industry towards AI-driven customer experience solutions. This case study could inspire other travel businesses to follow suit, potentially expanding NICE's market share in this sector. The reported 95% CSAT score is particularly noteworthy, as it exceeds industry averages and could set a new benchmark for CX in travel. The 76% deflection of payment calls to self-service options aligns with the broader trend of digital transformation in customer service. If NICE can replicate these results across other clients and industries, it could lead to increased demand for their AI solutions, potentially driving stock value. Investors should watch for similar case studies from NICE to gauge the consistency and scalability of these results across different sectors.

Precise AI-driven insights with Enlighten AI transform ONE’s agent and customer experience

HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) today announced that Open Network Exchange (ONE), a full-service business solutions provider serving the travel industry, has revolutionized its overall CX strategy through a digital transformation using NICE Enlighten AI. Enlighten, NICE’s purpose-built CX AI, enables ONE to create seamless customer experiences for every interaction.

Open Network Exchange added Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness, and Enlighten XO to its existing CXone solution to augment its agent’s capabilities with AI built for CX.

By using Enlighten to measure agent soft skill behaviors, they improved CSAT and Sales Effectiveness and provided targeted coaching that enables better guest and agent experiences. ONE Supervisors now receive relevant and precise AI-driven insights about individual agent and team performance, eliminating five hours of manual work per supervisor each week previously spent looking for qualified calls to score. With a visual representation of call drivers and agent behaviors, supervisors can now objectively monitor agent performance on every interaction.

Within six months of implementation, ONE has seen the following results:

• Ongoing 5% monthly decrease in score disputes each month
• 95% CSAT
• Deflected 76% of payment call volume with effective self-service options

To build on their early success, Open Network Exchange has since implemented CXone Expert and Enlighten Autopilot to drive improved guest experiences and higher containment in self service touch points.

“Enlighten has revolutionized the way that Open Network Exchange handles customer experience and quality assurance,” said Alexandria Doucet, Quality Analytics Manager, Open Network Exchange. “Instead of spending an average of five hours per week just finding a call that even qualifies, we now have a more holistic view because each and every interaction contributes to the result. Besides time efficiency, the biggest benefit has been on the employees themselves because they are getting coaching catered to their specific skills and opportunities on 100% of their total interactions. Enlighten AI has fundamentally transformed our company’s operations.”

Barry Cooper, President, CX Division, NICE, said, “Using Enlighten and the power of AI that’s purpose-built for CX puts Open Network Exchange several steps above the competition. They have blazed the trail for other organizations, both inside and outside of their industry, with Enlighten revolutionizing the way that Open Network Exchange delivers AI-powered CX. NICE is thrilled to assist ONE on their digital journey to provide exceptional experiences.”

About Open Network Exchange
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. The ONE team is uniquely experienced with over 30 years of experience creating and supporting successful membership-based benefits and loyalty programs and solutions for some of the world’s most respected brands across the travel, hospitality, vacation ownership, retail and financial markets globally. As a full-service solution provider, ONE offers its partners innovative products, customized software solutions, tech-enabled sales and marketing products/programs, an online marketplace, product sourcing and global contact center servicing. www.onecompany.com

About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.

Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the “SEC”). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240819968932/en/

Corporate Media

Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET

Investors

Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Omri Arens, +972 3 763 0127, ir@nice.com, CET

Source: NICE

FAQ

What AI solutions did Open Network Exchange implement from NICE?

Open Network Exchange implemented Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness, Enlighten XO, CXone Expert, and Enlighten Autopilot from NICE (NICE).

How did NICE Enlighten AI improve Open Network Exchange's customer satisfaction?

NICE Enlighten AI helped Open Network Exchange (ONE) achieve a 95% CSAT score and deflect 76% of payment call volume through effective self-service options.

What efficiency gains did Open Network Exchange see from implementing NICE Enlighten AI?

Open Network Exchange saw a 5% monthly decrease in score disputes and saved supervisors 5 hours per week previously spent on manual call scoring after implementing NICE (NICE) Enlighten AI.

How does NICE Enlighten AI help Open Network Exchange monitor agent performance?

NICE (NICE) Enlighten AI provides Open Network Exchange with AI-driven insights about individual agent and team performance, allowing supervisors to objectively monitor agent performance on every interaction.