NIx CEM Partner Validated

NIx CEM runs on Red Hat OpenShift Container Platform (version 4.10 or later) and uses Red Hat AI for churn prediction, anomaly detection and customer behaviour modelling. OpenShift provides the containerised runtime and orchestration, while Red Hat AI powers the ML inference engine for real-time customer experience scoring. OpenShift AI is recommended for teams who want to manage, retrain or extend models directly within their cluster.

NIx CEM integrates with CRM systems, billing platforms, device TAC databases and IMSI/MSISDN mapping tables to correlate network events with individual subscribers. This enrichment layer — built on NIx ML Store — enables per-customer service quality scoring, device performance benchmarking and corporate account dashboards. Integration with existing OSS/BSS systems is handled by Future Connections during onboarding.

The churn prediction model is powered by Red Hat AI and trained on historical service degradation patterns correlated with customer behaviour. During a 4–6 week initialisation period it establishes baseline behaviour per customer segment, then continuously scores churn risk in real time. Automated retention trigger points can be configured to fire alerts or CRM actions when a customer crosses a defined risk threshold. Model accuracy improves continuously through adaptive learning from operator feedback.

NIx CEM includes six insight modules targeting different user personas: Network analysis insights for engineering teams, Device insights for capacity and hardware planning, Network operations insights for NOC teams with impact-based issue prioritisation, Customer analysis insights for support specialists with per-customer service history, Interconnect insights for revenue assurance teams monitoring partner SLAs, and Corporate insights providing exportable account-level performance reports for business and account management teams.