Sopra Steria Elevates Service Center Performance with NiCE, Advancing AI-Driven Operational Excellence Across Europe
With NiCE CXone and Copilot, Sopra Steria has a secure platform which consolidates communication channels into a single agent interface where 90% of calls are answered within 20 seconds
NiCE (Nasdaq: 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.
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.
