NIx CEM
Advanced Customer Experience Management
NIx CEM Advanced Customer Experience Management
NIx CEM
Transform network performance data into actionable customer insights with our intelligent CEM platform, delivering end-to-end visibility across service assurance, customer journeys and experience optimisation.
NIx CEM
Our proven 80/20 approach leverages NIx CEM’s comprehensive customer experience management capabilities while providing the flexibility to customise and extend functionality for your specific customer engagement and experience optimisation requirements.
NIx CEM:
network intelligent customer experience management
NIx CEM:
network intelligent customer experience management
Future Connections’ NIx CEM platform revolutionises how network operators understand and optimise customer experience. By correlating network performance with customer behaviour, device insights and service quality metrics, NIx CEM enables proactive customer experience management and data-driven business decisions.
Our comprehensive NIx CEM platform provides deep visibility into customer journeys, service quality indicators and experience drivers across all network domains, empowering operators to deliver exceptional customer experiences while optimising network investments and operational efficiency.
Core NIx CEM capabilities
Core NIx CEM capabilities
Multi-domain
experience
correlation
Comprehensive customer experience insights:
- Link network performance with customer satisfaction
- Cross-domain correlation (RAN, core, transmission)
- Real-time service quality monitoring
- End-to-end customer journey tracking
Advanced
device
intelligence
Device-specific customer experience optimisation:
- Device performance benchmarking
- Connection quality analysis by device model
- Firmware version impact analysis
- Data-driven hardware recommendations
Predictive
churn
analysis
AI-powered customer retention
- Churn prediction based on service degradation
- Early intervention strategies
- Automated retention trigger points
- Customer value segmentation
Proactive
issue
resolution
Autonomous customer service automation
- Automated customer contact triggers
- Pre-complaint issue detection
- Service degradation alerts
- Real-time customer journey analytics
Comprenhensive service assurance insights
Comprenhensive service assurance insights
NIx CEM provides multi-dimensional customer experience insights across all operational areas
Network analysis insights
Infrastructure-focused monitoring for engineering effectiveness with real-time network performance monitoring, configuration change visualisation, node-level metrics and infrastructure capacity planning tools
Device insights
Comprehensive device performance analysis including device performance benchmarking, connection quality analysis by device model, firmware version impact analysis and data-driven hardware recommendations
Network operations insights
Customer analysis insights
Support specialist empowerment with quick access to customer history, service quality indicators per customer, historical issue pattern recognition and guided troubleshooting recommendations
Interconnect insights
Revenue assurance through cross-network communications monitoring including partner quality metrics tracking, billing discrepancy identification and SLA compliance monitoring
Corporate insights
Business-oriented dashboards for account management including client-specific performance metrics, service utilisation trend analysis and exportable client review reports
Why choose NIx CEM solutions
Why choose NIx CEM solutions
Proven customer experience management
Built on deep telecom expertise with comprehensive customer journey analytics, multi-domain experience correlation and advanced device intelligence capabilities
AI-powered
customer intelligence
GenAIOps capabilities provide next-generation customer experience automation with predictive churn analysis and autonomous issue resolution
Multi-touchpoint
integration
Seamless integration across all customer touchpoints ensuring unified customer experience management regardless of service channels
Scalable
customer analytics
High-performance customer analytics platform designed to handle complex customer bases with millions of interactions and extensive customer history
GenAIOps - Intelligent customer experience automation
GenAIOps - Intelligent customer experience automation
NIx CEM integrates advanced GenAIOps capabilities to revolutionise customer experience management with AI-powered co-pilots, providing natural language-based customer insights and autonomous issue resolution.
Natural language customer insights
AI-powered analysis transforming customer data into actionable business intelligence
Predictive experience analytics
Advanced forecasting of customer experience trends and satisfaction patterns
Autonomous issue resolution
Intelligent automated responses to customer experience degradation
Personalised customer engagement
AI-driven personalisation strategies based on individual customer patterns
Intelligent CEM agents for autonomous operations
CEM use cases
CEM use cases
Real-world applications demonstrating how NIx CEM transforms customer experience management
Objective
Segment customers by value and experience to create personalised offers and retention strategies
Use case
Target high ARPU customers with poor network experience for premium service packages
Key metrics
- Customer Experience Index
- Data Streaming Quality
- VoLTE Performance
Objective
Build predictive models based on service degradation patterns to identify at risk customers
Use case
Target retention offers to customers showing early churn indicators from network issues
Key metrics
- Overall Performance Score
- Service Quality Metrics
- Customer Experience Index
Objective
Trigger proactive outreach and prioritise service responses based on network performance impact
Use case
Automate customer contact when network anomalies are detected before complaints arise
Key metrics
- Anomaly Detection Score
- Service Quality Metrics
- Customer Satisfaction Index
Objective
Improve customer satisfaction ratings through targeted network quality improvements
Use case
Correlate NPS feedback with network performance metrics to drive targeted infrastructure investments
Key metrics
- Customer Experience Index
- Overall Performance Score
- Service Quality Metrics
Objective
Optimise device portfolio recommendations based on network performance analysis
Use case
Recommend devices that deliver optimal performance on your specific network infrastructure
Key metrics
- Network Compatibility Score
- Throughput by Device
- Device Performance Index
Objective
Promote specific services in areas with optimal network performance and customer experience
Use case
Offer premium video streaming packages in coverage areas with consistently high throughput and low latency
Key metrics
- Throughput Performance
- Data Streaming Quality
- Service Availability
Objective
Segment customers by value and experience to create personalised offers and retention strategies
Use case
Target high ARPU customers with poor network experience for premium service packages
Key metrics
- Customer Experience Index
- Data Streaming Quality
- VoLTE Performance
Objective
Build predictive models based on service degradation patterns to identify at risk customers
Use case
Target retention offers to customers showing early churn indicators from network issues
Key metrics
- Overall Performance Score
- Service Quality Metrics
- Customer Experience Index
Objective
Trigger proactive outreach and prioritise service responses based on network performance impact
Use case
Automate customer contact when network anomalies are detected before complaints arise
Key metrics
- Anomaly Detection Score
- Service Quality Metrics
- Customer Satisfaction Index
Objective
Improve customer satisfaction ratings through targeted network quality improvements
Use case
Correlate NPS feedback with network performance metrics to drive targeted infrastructure investments
Key metrics
- Customer Experience Index
- Overall Performance Score
- Service Quality Metrics
Objective
Optimise device portfolio recommendations based on network performance analysis
Use case
Recommend devices that deliver optimal performance on your specific network infrastructure
Key metrics
- Network Compabitility Score
- Throughput by Device
- Device Performance Index
Objective
Promote specific services in areas with optimal network performance and customer experience
Use case
Offer premium video streaming packages in coverage areas with consistently high throughput and low latency
Key metrics
- Throughput Performance
- Data Streaming Quality
- Service Availability
Agentic architecture for autonomous operations
Agentic architecture for autonomous operations
NIx Agents’ innovative agentic architecture represents the future of network automation.
Our specilised network co-pilots – including RAN Agent, Core Network Assistant, L3 Customer Services Agent
and Virtual Customer Services Agents – work together to enable truly autonomous network operations.
Our AI agents use natural language processing to:
- Transform complex network data into actionable insights
- Automate routine tasks
- Predict network issues before they impact service
- Provide intelligent root cause analysis with recommended actions
The system continually learns from network patterns and operator actions, constantly improving its predictive capabilities and autonomous decision-making.
