NiCE today 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.
Sopra Steria deploys NiCE CXone and Copilot across 2,000+ employees.
90% of calls answered within 20 seconds.
Supports more than 2,000 employees across France, Poland, and India.
Copilot deployed for approximately 800 agents supporting major European brands.
CXone consolidates voice, email, chat, and digital into single agent interface.
Deployment completed in less than three months.
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 across all channels.
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. 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.
Darren Rushworth, President of NiCE International, stated: "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."
Xavier Deweer, CTO of Sopra Steria, added: "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."
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. 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.
About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognized for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organizations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. In 2025, the Group generated revenues of €5.6 billion.
About NiCE
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE's platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale.
