Sopra Steria is accelerating its AI-powered service center transformation across Europe with help from NiCE CXone. NiCE CXone now includes intelligent automation and NiCE CXone enables operational efficiency with a unified and secure customer experience platform. That means Sopra Steria can continue to modernize its service operations while improving customer service and workforce productivity.
NiCE today announced that Sopra Steria, one of Europe’s leading technology companies, has extended its service center capabilities through the deployment of the NiCE CX AI platform, CXone. The implementation brings AI-assisted service agents agentically across the organization. As a result, the company is seeing tangible gains in operational efficiency, customer experience and quality of service. Moreover, the deployment is in line with Sopra Steria’s long-term strategy to modernize its service delivery and to sustain operational excellence.
The CXone platform integrates well into Sopra Steria’s existing technology environment. It integrates with IT Service Management tools, Active Directory and monitoring systems. In addition, the platform features smart interaction routing, full communication traceability, advanced reporting tools, and real-time dashboards for SLA monitoring.
The solution now spans France, Poland and India, supporting more than 2,000 employees. The platform also complies with strict security requirements and GDPR and guarantees business continuity. Its cloud-native architecture delivers high availability and flexible scalability. It also provides a unified approach to disaster recovery and business continuity planning across every communication channel.
NiCE CXone and Copilot Enhance AI-Driven Customer Service
Sopra Steria also deployed Copilot for Agents in its service centers. The deployment supports around 800 customer service agents that support large European organisations. This implementation is also another milestone in the company’s broader strategy of AI transformation.
NiCE CXone and Copilot now work together to enable Sopra Steria to manage voice, email, chat and digital communications through one unified agent interface. This way service teams can respond faster and provide consistent customer experiences. The integrated platform also supports a service level agreement calling for 90% of customer calls to be answered within 20 seconds. The organization has therefore made better customer journeys and improved operational performance for support teams.
Sopra Steria’s Digital Platform Services division handles over 1.2 million inbound customer interactions per year. Copilot offers agents real-time contextual guidance, suggested replies and automated summaries of interactions. It helps agents resolve complex IT service requests faster, while reducing cognitive workload and improving response accuracy.
The implementation was completed in under three months. The implementation included a phased rollout, training for employees, change management activities and ongoing operational support, as well as a structured prototyping phase. The solution paid back in improved service quality, increased user satisfaction and better performance of the support center.
“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 earliest AI deployments in France, this collaboration reflects the growing adoption of agentic AI across enterprise IT service centers. Additionally, it reinforces NiCE’s position as a leader in enterprise AI innovation. By embedding AI directly into daily agent workflows, the company enables organizations to deliver proactive, intelligent, and human-centered customer service experiences.
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News Source: Businesswire.com
