NiCE & Sopra Steria roll out AI service centre tool

NiCE has partnered with Sopra Steria to deploy its CXone customer service platform across the European technology group's service centre operations. The rollout includes Copilot for Agents for about 800 staff.

Sopra Steria is using the system across service centres that support major European brands, bringing voice, email, chat and digital interactions into a single agent interface.

The deployment spans operations in France, Poland and India and supports more than 2,000 employees. Sopra Steria's Digital Platform Services division manages more than 1.2 million inbound interactions a year.

The agreement gives Sopra Steria access to NiCE's CXone platform and Copilot for Agents as part of a broader effort to modernise service centre operations. The system has been integrated with Sopra Steria's existing technology environment, including IT service management tools, Active Directory and monitoring systems.

One target for the rollout is a service level agreement requiring 90% of calls to be answered within 20 seconds. The platform also provides routing, reporting, interaction traceability and live dashboards for service management.

AI rollout

Copilot for Agents is now used by about 800 agents handling IT service queries. The tool provides real-time guidance, suggested responses and automated interaction summaries.

The project was delivered in less than three months and included a prototype stage, phased deployment, training and change management support. That timeline shows how quickly both companies moved from pilot to broader use in live support environments.

For Sopra Steria, the installation is part of a wider push to apply artificial intelligence in operational settings rather than limit it to experimental projects. The company employs about 50,000 people across 30 countries and reported revenue of €5.6 billion in 2025.

NiCE described the deal as one of its first AI deployments in France, giving the partnership added importance in a market where technology suppliers are competing to place AI tools inside large customer service and IT support operations. Demand is growing for systems that help agents handle more complex interactions while maintaining response times and compliance requirements.

The cloud-based setup supports security, regulatory compliance, including GDPR requirements, and business continuity planning across channels. The architecture also provides availability, scalability and a unified recovery framework.

Operational focus

The service centre market has become a key testing ground for AI vendors because it combines high interaction volumes with measurable performance targets. Buyers are increasingly looking for systems that reduce handling times, improve consistency and give managers closer oversight of workflows.

In this case, the platform has helped simplify customer journeys and improve the working environment for support teams by consolidating channels previously handled through separate tools. Sopra Steria said the combination of CXone and Copilot contributes to service quality, user satisfaction and support performance.

NiCE, which sells customer engagement software in more than 150 countries, has been expanding its focus on AI-assisted service operations. The partnership with Sopra Steria gives it a reference customer with a large European footprint and a sizeable internal support organisation.

For Sopra Steria, the project also reflects pressure on outsourcing and technology services groups to modernise support functions while maintaining tight control over service levels. Service desks handling large volumes of IT requests face growing scrutiny from clients that expect faster resolution and more consistent responses across communication channels.

"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.

Sopra Steria's technology leadership described the deployment as a central part of the company's internal AI strategy.

"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.