Open Network Exchange Honored with 2025 NICE CX Excellence Award for AI-Driven Customer Experience Innovation

Open Network Exchange (ONE) has been recognized with the 2025 NICE CX Excellence Award for its pioneering application of AI-powered automation to improve customer experience and streamline payment processing. The award highlights ONE's successful integration of NICE's CXone Mpower platform, leading to a 250% increase in agentless payment transactions and an anticipated $65 million in secure autonomous payments by the end of 2025.

In collaboration with NICE, ONE introduced a comprehensive set of tools such as conversational IVR, natural language understanding, omnichannel routing, and real-time analytics. These technologies have notably decreased support call volume by 10% and reduced live-agent opt-in rates from 60% to under 8%.

Ryan Romero, Senior Vice President of Global Technology Strategy & Innovation at ONE, emphasized the impact of these advancements, stating, "Reducing payment-related call volume by 10% while doubling autonomous transactions has been pivotal in our ongoing business transformation. Our partnership with NICE is not merely about automation but about revolutionizing the customer experience."

ONE's approach involves analyzing actual customer speech patterns and utilizing predictive AI to develop a self-service environment that mimics natural human interaction, thereby enhancing user engagement. The company is now advancing towards hyper-personalized service experiences with the CXone Mpower Copilot.

Lani Kane-Hanan, CEO at ONE, expressed pride in this achievement, noting, "This award underscores our dedication to innovation, operational efficiency, and providing superior, technology-enabled customer service on a global scale. We are currently investigating next-generation AI tools to offer predictive, personalized services that meet customer needs in real time."