NiCE Enables Sopra Steria to Achieve 90% Calls in 20 Seconds with AI Platform
NICE•NiCE’s CXone and Copilot rolled out across 30-country Sopra Steria service centers, integrated with ITSM, Active Directory, and monitoring for 2,000 employees in France, Poland, and India. The AI-driven solution empowers 800 agents, achieving a 90% call answer rate within 20 seconds, streamlining complex IT support workflows.
1. Partnership and Objectives
Sopra Steria, a European technology leader with 50,000 employees across 30 countries, selected NiCE’s CXone AI platform and Copilot to modernize its service centers. The collaboration aims to unify voice, email, chat, and digital channels into a single agent interface, elevate operational excellence, and support over 1.2 million annual inbound interactions.
2. Deployment and Integration
The solution was deployed across France, Poland, and India, supporting 2,000 service center employees and fully integrating CXone with existing ITSM tools, Active Directory, and monitoring systems. Key features include intelligent routing, interaction traceability, advanced reporting, real-time SLA dashboards, GDPR-compliant security, and cloud-based high availability with unified disaster recovery.
3. Performance Improvements
Copilot for Agents now assists approximately 800 support staff with real-time contextual guidance, recommended responses, and automated interaction summaries, reducing cognitive load and speeding resolution. The unified platform delivers a 90% call answer rate within 20 seconds, streamlines customer journeys, and drives measurable improvements in service quality and user satisfaction.
4. Strategic Implications
This large-scale deployment highlights NiCE’s leadership in AI-driven service operations and strengthens its European market presence. Rapid prototyping and phased rollout under three months demonstrate the platform’s scalability, positioning NiCE for further enterprise deals and reinforcing confidence in its AI transformation roadmap for regulated environments.
