DBT Bureau
Pune, 12 Oct 2025
Infosys reported a comprehensive suite of solutions – the Infosys Customer Experience Suite for Salesforce. Building on a longstanding collaboration, Infosys is enhancing its efforts to deliver advanced Agentforce solutions and support enterprises in their digital transformation initiatives. The solutions are designed to accelerate agentic transformation, empowering businesses to effectively scale their digital workforce, enhance customer experiences, and achieve tangible business results.
Leveraging Infosys Topaz, an AI-first set of services, solutions and platforms, along with Salesforce’s agentic AI capabilities, these Agentforce solutions enable enterprises to streamline customer interactions by automating processes such as service inquiries, sales tasks, and employee support. They enhance personalization by delivering tailored, context-aware experiences while ensuring seamless integration with broader ecosystems to optimize workflows and boost efficiency. With real-time processing capabilities, the solutions support immediate decision-making and dynamic customer interactions, all while adhering to ethical and regulatory standards. The goal is to equip enterprises with scalable, AI-driven solutions that drive measurable efficiencies across sales, services, and marketing channels and ensure operational success.
Infosys deployed Agentforce SDR to revolutionize the sales process for a leading research institute, addressing inefficiencies and reducing response time. Infosys also helped a renowned media house in transforming its customer service operations. By leveraging Salesforce’s agentic AI solutions, alongside effective service management techniques, the company achieved significant reductions in transactional inquiries, spam, and case handling time, ultimately elevating customer satisfaction scores. The solutions have already delivered measurable outcomes for clients.
Dinesh Rao, EVP & Chief Delivery Officer, Infosys, said, “Agentic AI is redefining how enterprises operate. Through our strengthened collaboration with Salesforce and our capabilities for Agentforce, we are uniquely positioned to empower businesses to excel in this new era. By integrating cutting-edge technology offerings, such as Infosys Topaz, and a deep understanding of our clients’ needs, we are empowering businesses to unlock sustainable growth, enhance productivity, and build a foundation for long-term success in an AI-powered world.”
Phil Samenuk, SVP of Global Alliances & Channels and Outsourcing Service Providers, Salesforce, said, “The Agentforce platform represents the next evolution of AI services, leveraging powerful generative AI and agentic AI capabilities to elevate value for enterprise as well as customer operations. The collaboration with Infosys enables Salesforce to help customers conceptualize and adapt Agentforce faster and at scale, through industry agentic AI solutions.”
Fluido, an Infosys company, has been a key enabler in this collaboration, championing Salesforce-powered transformations and ensuring impactful outcomes for clients. Fluido helped VTT, one of Europe’s leading research and technology organizations, reimagine their customer experience, including changes to their operating model, approach and organizational values. Process simplification and data harmonization with AI at the core was applied to drive the business benefits and outcomes.
Marko Koistila, EVP Commercial Operations, VTT, said, “Our sales team previously spent too much time on low-value tasks like lead grooming instead of fostering client relationships. Agentforce automated the lead process, including contextual emails and meeting setups, allowing our team to focus on collaboration and delivering superior customer experiences. Having Infosys, along with Fluido as our expert partners, VTT became one of the first organizations outside Salesforce to implement a live SDR Agentforce agent. Building on the success of this initial implementation, we are collaborating together to develop two additional Agentforce agents for other areas of organizational support.”
