Case Study: Open Network Exchange Increases CSAT to 95% With NICE

Open Network Exchange (ONE) is a full-service business solutions provider serving the travel industry.

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.

Alexandria Doucet, Quality Analytics Manager, Open Network Exchange, said, “Enlighten has revolutionized the way that Open Network Exchange handles customer experience and quality assurance.

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.”

This blog post has been re-published by kind permission of NICE – View the Original Article

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NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business.

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Author: NICE
Reviewed by: Hannah Swankie