Revolutionizing CX Strategy: ONE Transforms Agent and Customer Experience with Enlighten AI

In today’s fast-paced world, customer experience is key to the success of any business. Open Network Exchange (ONE), a full-service business solutions provider serving the travel industry, has taken a giant leap forward in revolutionizing its overall CX strategy through a digital transformation using NICE Enlighten AI. This purpose-built CX AI enables ONE to create seamless customer experiences for every interaction, transforming both agent and customer experiences.

By adding Enlighten AI for Customer Satisfaction, Enlighten AI for Sales Effectiveness, and Enlighten XO to its existing CXone solution, ONE has augmented its agent’s capabilities with AI specifically designed for CX. This has led to significant improvements in CSAT and Sales Effectiveness, as well as targeted coaching that enables better guest and agent experiences.

One of the key benefits of using Enlighten AI is the ability to measure agent soft skill behaviors, providing supervisors with relevant and precise AI-driven insights about individual agent and team performance. This eliminates hours of manual work previously spent looking for qualified calls to score, allowing supervisors to objectively monitor agent performance on every interaction.

Within just six months of implementation, ONE has seen remarkable results. To build on this success, they have implemented CXone Expert and Enlighten Autopilot to further enhance guest experiences and increase containment in self-service touchpoints.

Alexandria Doucet, Quality Analytics Manager at Open Network Exchange, highlighted the transformative impact of Enlighten AI on the company’s operations. She noted that the biggest benefit has been on the employees themselves, as they are now receiving coaching tailored to their specific skills and opportunities on 100% of their interactions.

Barry Cooper, President of the CX Division at NICE, commended ONE for their innovative use of Enlighten AI, stating that it puts them several steps ahead of the competition. He emphasized that NICE is thrilled to assist ONE on their digital journey to provide exceptional experiences.

In conclusion, the collaboration between ONE and NICE to implement Enlighten AI showcases the power of AI-driven insights in transforming agent and customer experiences. By leveraging the capabilities of Enlighten AI, ONE has set a new standard for delivering AI-powered CX in the travel industry and beyond. This success story serves as a testament to the potential of AI in revolutionizing customer experiences and driving business growth.