Sopra Steria has expanded its partnership with NiCE by deploying CXone and Copilot to improve service centre performance, enhance agent productivity and deliver AI-powered customer experiences across Europe.
Sopra Steria, a European technology consulting and digital services company, has expanded its AI-driven service centre operations by deploying NiCE CXone and Copilot across its customer support network. The deployment is designed to improve operational efficiency, strengthen agent performance and enhance customer experiences while supporting the company’s wider service transformation strategy.
CXone has been integrated into Sopra Steria’s existing technology ecosystem, including IT service management tools, Active Directory and monitoring systems. The platform provides intelligent interaction routing, real-time dashboards, advanced reporting, and full interaction traceability, while supporting security, GDPR compliance, and business continuity across service operations.
“NiCE is redefining Sopra Steria’s service operations by embedding agentic AI directly into the flow of work and is transforming its service centres 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.
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Sopra Steria has also deployed Copilot for Agents across its service centres, supporting approximately 800 agents serving major European brands. The AI assistant provides contextual guidance, recommended responses and automated interaction summaries, helping agents manage complex IT service enquiries while reducing cognitive workload and improving resolution times.
The solution has been deployed across France, Poland and India, supporting more than 2,000 employees. By consolidating voice, email, chat and digital interactions into a single agent interface, Sopra Steria has achieved a service level where 90% of customer calls are answered within 20 seconds, while improving customer journeys and operational efficiency.
“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 centres, we are enabling our teams to manage complexity more effectively, accelerate resolution times, and deliver consistent, high-quality service at scale,” said Xavier Deweer, Chief Technology Officer, Sopra Steria.
Delivered in less than three months, the implementation included prototyping, phased deployment, team member training, change management and ongoing operational support. According to the companies, the project is already contributing to improved service quality, higher user satisfaction and stronger operational performance across Sopra Steria’s service centres.
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