Sopra Steria Elevates Service Center Performance with NiCE, Advancing AI-Driven Operational Excellence Across Europe

NiCE announced that Sopra Steria, a major European technology leader with 50,000 employees across 30 countries, is advancing its service center operations with NiCE’s leading CX AI platform, CXone, bringing agentic AI-powered assistance to its agent workforce and delivering measurable improvements in efficiency, service quality, and customer experience. With the deployment of CXone, Sopra Steria reaffirms its commitment to sustainably modernize its services and strengthen operational excellence across its platform.

CXone is fully integrated into Sopra Steria’s existing ecosystem, including ITSM tools, Active Directory, and monitoring systems. It provides intelligent routing, full interaction traceability, advanced reporting capabilities, and real-time dashboards for SLA management. Deployed across multiple countries (France, Poland, and India) and supporting more than 2,000 employees, the solution supports high standards in terms of security, regulatory compliance (GDPR), and business continuity. Its cloud architecture ensures high availability, dynamic scalability, and unified disaster recovery and business continuity plans (DRP/BCP) across all channels.

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Sopra Steria has also deployed Copilot for Agents across its service centers, empowering approximately 800 agents supporting major European brands. The solution marks a significant milestone in Sopra Steria’s AI-driven transformation strategy. With CXone and Copilot, Sopra Steria now benefits from a secure platform capable of consolidating all communication channels—voice, email, chat, and digital—into a single interface for agents. This ensures a service level agreement (SLA) with 90% of calls answered within 20 seconds. This unification has significantly improved user experience, streamlined customer journeys, and enhanced the operational efficiency of support teams.

Sopra Steria’s Digital Platform Services division, which manages more than 1.2 million annual inbound interactions, is leveraging Copilot to assist agents in handling complex IT service queries. By providing real-time contextual guidance, recommended responses, and automated interaction summaries, Copilot enhances agent performance while reducing cognitive load and accelerating resolution times.

Delivered within a controlled timeline of less than three months, the project included a prototyping phase, phased deployment, and comprehensive support for teams, including training, change management, and ongoing assistance. It is already contributing directly to improved service quality, user satisfaction, and overall performance of support operations.

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“NiCE is redefining Sopra Steria’s service operations by embedding agentic AI directly into the flow of work and is transforming its service centers into intelligent, adaptive environments where agents are empowered with real-time guidance to resolve complex issues faster, deliver consistent outcomes, and elevate every customer interaction,” said Darren Rushworth, President, NiCE International.

“The deployment of NiCE CXone and Copilot for Agents marks a pivotal step in our AI-driven transformation. By integrating real-time agentic AI into our service centers, we are enabling our teams to manage complexity more effectively, accelerate resolution times, and deliver consistent, high-quality service at scale,” said Xavier Deweer, CTO, Sopra Steria.

As one of NiCE’s first AI deployments in France, this collaboration highlights the growing demand for agentic AI in IT service centers and reinforces NiCE’s leadership in delivering enterprise-grade AI innovation. By embedding AI directly into the agent’s workflow, NiCE enables organizations to transform service operations into proactive, intelligent experiences while maintaining a strong, human-centered approach.